At times, you may need to contact SurveyGizmo's Support Team with a question or a survey-related issue. Certain issues may require the Support Hero that you are working with to access your account and/or survey to troubleshoot the problem.
By default, SurveyGizmo employees will not have access to your SurveyGizmo account. Access will need to be granted for troubleshooting purposes.
Grant Access to SurveyGizmo Support
The easiest way to grant access is when you are requesting support. Go to the Profile Icon in the upper-right corner of the application. Select Support Access.
From here, you as a general user can allow SurveyGizmo employees access to your account for 7 days, 30 days, or Forever (No End Date). Select your preference and click Grant Access.
Note: This does not allow for anyone except SurveyGizmo employees to access your account.
Revoke Previously Granted Access
If you have previously granted account access to SurveyGizmo employees and now wish to revoke that access, you can do so via Account > Support Access.
Here, you will see the details regarding the access granted and an option to Revoke Access.
Account Administrators
Account Administrators can find the Support Access preferences under Account > Support Access.
From here, you as the administrator can allow SurveyGizmo employees access to your account for 7 days, 30 days, or Forever (No End Date). Select your preference and click Grant Access.
Note: This does not allow for anyone except SurveyGizmo employees to access your account.
Control Your Users' Ability to Grant Access
As an account administrator, you have further control regarding SurveyGizmo employees' access to your account. In multi-user accounts, other users can also grant such access.
If you want to remove one of your users' ability to grant SurveyGizmo employee access, you can do so from clicking from the Lefthand Navigation Menu Account > User Management > Users.
Click on the specific user whose ability to grant access you wish to revoke. Access the user Permissions and check the box corresponding to the Restrict SurveyGizmo Support Access section. Last, Save User.
Review User Activity
As an Account Administrator, you have visibility into which other users on your account have granted access to SurveyGizmo employees. Visit Account > Support Access and if any other users have granted access, the details will be visible here.
FAQ
Why do I not have the ability to grant access?
In multi-user accounts, Account Administrators have the ability to control general users' ability to grant access to the account. If you are a general user and your ability to grant access has been revoked, you will see the following message when attempting to grant access:
Your account is not configured to grant SurveyGizmo access. For further details, contact your account administrator.
If you require the ability to grant access, you will need to contact your Account Administrator and request that this ability is added to your user permissions.