Cademí support access

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.

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.

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

Frequently asked questions