# Cademí support access

> What Cademí support sees in your account when handling a ticket, how it asks to change something and where you check what it did.

When you open a ticket, Cademí support may need to look at your platform. Support only **reads**. To **change** anything, support asks for your authorization in the dashboard, and you decide. Everything is recorded.

## The idea in one minute

Cademí support uses an access key in your account, the **Cademí support** key. It has two parts:

- **Reading** is always on. Support sees the same that it already sees in your account's dashboard. Each access has a start and an end and lasts 24 hours at most.
- **Writing** starts off. Only you turn writing on, for a period or for a specific change.

**The most important rule:** without your approval, support changes nothing. The key's **Permissions** tab says so plainly: **No writing allowed. Support only reads.**

The key is in **Settings > API keys**, with this explanation: **The Cademí support key, created by the system. It is only used when a support agent opens a case, always recording who accessed it and why. By default it only reads; writing depends on your approval.**

| | Reading | Changes |
|---|---|---|
| Who decides | Cademí, when handling a ticket | You, through the notice on the **Home** page or the key's **Permissions** tab |
| Duration | Each access has a start and an end, and lasts 24 hours at most | The time you authorize, or a single application |
| What it covers | The same that support already sees in your account's dashboard. It cannot be edited | Only what the request describes |
| Where it is recorded | The key's **Activity**: who, when, how many changes and, when provided, the reason and the ticket | The key's **Activity** and the activity of the administrator who authorized it |

## How support asks for authorization

When support asks for authorization, the **Home** page opens with the notice **Cademí support needs your authorization**. The notice sits above everything else, with the **Support request** badge. Next to it, **Expires** shows the request's deadline.

- The notice shows up for administrators who can manage the account's API keys.
- It shows up only while the request is pending.
- No email is sent. The notice is the only alert.

There are two kinds of request.

### Authorization for a period

Support asks to change a set of things for a while. The notice shows:

- **What support will be able to do**: the set. The sets are:
  - **Content management**: products, lessons, showcases and banners;
  - **Student management**: students, enrollments, tags and progress;
  - **Sales and enrollments**: deliveries, sale events and access;
  - **Settings**: settings, e-mails, custom code and profile fields;
  - **Full access**: everything, except administrators and keys.
- **For how long**: **24 hours**, **3 days** or **7 days**, with the date and time it ends.
- **Reason**: the text written by whoever asked.
- **Ticket**: your ticket number, when the request has one.
- **Requested by**: the name of the support person.

You have two buttons:

- **Authorize for 24 hours** (or for the requested period) allows changes until that date.
- **Decline** closes the request.

The note below the buttons reminds you: **You can revoke the authorization at any time.** The **See access and requests** link opens the **Activity** tab of the **Cademí support** key.

### A specific change

Support prepares and tests a change. Then it asks to apply it. The notice says: **Cademí support tested this change and asks to apply it to your platform. When you approve, it is applied once, exactly as below, and the write access ends with it.**

The notice shows:

- **What changes**, with the number of steps. Each step states the action: **Create**, **Edit** or **Delete**. It also states the item, such as a product, a lesson, a webhook or a setting. For an edit, each field appears with its current and new value.
- **Permissions used only for this change**: the permissions the change requires, and nothing more.
- **Reason**, **Ticket** and **Requested by**, as in the other kind.

You have two buttons:

- **Approve and apply** applies that list right away, only once. The write access ends with it. The screen confirms: **Change approved. Applying now.**
- **Decline** closes the request.

Your platform may change between the request and the approval. In that case, nothing is applied and the screen says: **The platform changed since the request, and nothing was applied. Support will send the request again.**

## Allow or remove writing yourself

You can allow writing without waiting for a request. You can also remove an authorization before it ends.

### Allow writing

1. Open **Settings > API keys**.
2. Click the **Cademí support** key.
3. Go to the **Permissions** tab.
4. In **Allow support to write**, choose the set in **What support can change**. The sets are the same as in the list above.
5. In **For how long**, choose **24 hours**, **3 days** or **7 days**.
6. Click **Allow writing**.

Each active authorization shows **Allowed by**, with the name of who allowed it and the date it ends.

### Remove writing

1. On the same **Permissions** tab, find the authorization.
2. Click **Remove**.

Writing ends right away. Reading continues. An authorization that has ended stays on the list with **expired on** and the date.

Right below, **What support can always read** lists the key's read permissions. They cannot be edited: **Reading is the same support already has in the dashboard and cannot be edited. Every access is recorded with who opened it and for which case.**

### Both paths together

Support's write access goes through these situations. It is a teaching summary: reading is always on, and only you open writing.

```mermaid
stateDiagram-v2
    accTitle: When support can change your account
    accDescr: Support starts with reading only. You can allow writing directly on the Permissions tab or answer a request from support. A declined or expired request goes back to reading only. Authorizing a request for a period, or allowing it yourself, opens writing until you remove it or the period ends. Approving a specific change applies it once and writing ends with it.
    state "Reading only" as Leitura
    state "Pending request" as Pedido
    state "Writing allowed" as Liberada
    state "Applying the change" as Aplicando
    [*] --> Leitura
    Leitura --> Pedido: Support asks for authorization
    Leitura --> Liberada: You click Allow writing
    Pedido --> Leitura: Decline, or the request expires
    Pedido --> Liberada: Authorize for a period
    Pedido --> Aplicando: Approve and apply
    Liberada --> Leitura: Remove, or the period ends
    Aplicando --> Leitura: The application ends
```

In every situation, support keeps reading. Each step shows up on the key's **Activity** tab.

## Where to see what support did

What support does with write access is tied to the authorization you gave. That authorization comes from the notice on the **Home** page or the **Permissions** tab. To check it:

1. Open **Settings > API keys**.
2. Click the **Cademí support** key.

Then look at the two tabs:

- **On the Permissions tab**, under **Allow support to write**, each authorization shows the set. Under **Allowed by**, it shows the name of who allowed it and how long it lasts. An authorization that has ended shows the date (**expired on**).
- **On the Activity tab**, the authorization shows up as **granted write access to support**. The row shows the name of who granted it, the set and **Valid until** with the date. A removal shows up as **removed write access from support**.

The support accesses made while the authorization was valid are on the same list. Each access shows:

- the name of who accessed;
- the start and end of the access;
- the reason and the ticket, when provided;
- how many changes it made (**no changes** when there were none).

An access in progress has the **Accessing now** badge.

The **Activity** tab goes from newest to oldest. It has a filter by type:

- **Support access**: each access, as described above.
- **Support write requests**: each request, with the reason, the ticket and the status. The statuses are **Pending**, **Authorized**, **Declined**, **Cancelled by support** and **Expired**. For specific changes, also **Applying**, **Applied**, **Failed to apply** or **Outdated**. A specific change shows the number of steps it had.
- **Key changes**: writing authorizations and removals, with who made them.

Allowing and removing writing also show up in the activity of the administrator who did it, in **Settings > Administrators**.

## Good to know

- **Only one pending request at a time.** If support sends a new request, the previous one is closed.
- **The request expires on its own.** A request is valid for 3 days. The notice shows how much time is left in **Expires** and disappears when the deadline passes. The request stays in the activity as **Expired**. If the change is still needed, support asks again.
- **A specific change does not need an open access.** You are the one who authorizes, and the application stands on its own. Support does not need to be accessing your account at that moment.
- **Declining does not close the ticket.** The support conversation continues. What changes is that support does not change anything in your account.
- **The key cannot be deleted or turned off in the dashboard.** It belongs to the system. What you control is writing.

## Frequently asked questions

**I approved a change. Does support still have write access?** No. With a specific change, writing ends when the application ends. With an authorization for a period, it ends on the date shown. It also ends earlier if you click **Remove** on the key's **Permissions** tab.

**Can I see what support changed?** Yes, starting from the authorization you gave. On the key's **Activity** tab, the authorization shows who allowed it, the set and how long it was valid. Each access made in that period shows the reason, the ticket and how many changes it made. For a specific change, the list of what changes, field by field, appears in the notice before you approve. After that, the request stays in the activity with its number of steps and its final status.

**The notice showed up and I did not open any ticket.** The notice includes the **Reason**, the **Ticket** and **Requested by**. If you do not recognize the request, click **Decline**. Then contact Cademí support through the support widget inside the dashboard.

**Can support change something without my knowing?** No. To change anything, support needs your approval. Every authorization, every access and every request shows up on the key's **Activity** tab.