Support access
Cadre support can see inside your organisation only through a support session. Settings › Support access is where you decide whether that can happen, and where every session and every request made in one is listed.
Who can see the support sessions and their requests: Owner, HR admin.
Only the owner can change the setting, approve or decline a request, or end a session. HR admins see the same list but can’t act on it.
What a support session can and can’t do
Section titled “What a support session can and can’t do”A support session:
- is opened for a stated reason and a ticket or reference;
- lasts a limited time, up to 4 hours;
- reads as one role you can see (owner, HR admin, payroll admin or payroll approver), and sees only what that role sees;
- is read-only. It can never approve payroll, move money or change bank details, or change anything else;
- records every request it makes, including any it was refused.
While a session is open, Cadre support sees a notice on every screen naming your organisation, saying it is read-only and when it ends.
Choose when Cadre support may open a session
Section titled “Choose when Cadre support may open a session”Under When Cadre support may open a session, choose one:
| Choice | What happens |
|---|---|
| Ask the owner each time (recommended) | Cadre support asks for each session with a reason and a ticket. Nothing opens until an owner approves it here. |
| Allow without asking | A session starts as soon as Cadre support opens one. The owners are emailed, and can end it here at once. |
| Off | Cadre support can’t open a session. Choosing this ends any open session now and declines any waiting request. |
Select Save. New organisations start on Ask the owner each time.
Approve or decline a request
Section titled “Approve or decline a request”When Cadre support asks for a session, the owners are emailed with who is asking, why, for how long and as which role. The request appears in Sessions as awaiting approval.
- Find the request under Sessions.
- Select Approve (the tick) to let it start now. It runs for the time asked for, from when you approve it.
- Or select Decline (the cross), optionally give a reason for Cadre support, and select Decline.
A request nobody decides within 24 hours lapses.
End a session
Section titled “End a session”Select End now on an open session. It ends at once. Otherwise it ends when its time runs out, or when Cadre support ends it.
See what a session did
Section titled “See what a session did”Each row shows who from Cadre support opened it, the reference and reason, the role it read as, when it ran (Lagos time), its status and how many requests it made. Select Session and requests on a row to see every request in the session, with its time and result. Requests refused because the session is read-only are marked Refused (read-only).
