How to enable remote support (Agent login)

Purpose: In this article we explain how you can give permission for a Sendcloud Agent to access your Sendcloud account in order to support you with troubleshooting issues or setting up your account. 

Agent login

Agent login is the term used for when a Sendcloud Agent can access your account to view your settings and parcel information. 

If you contact our Support Team because a feature is not working correctly, or because you need help with your account settings, it can be helpful for an agent to remotely access your account. This allows us to troubleshoot issues, determine whether a feature is incorrectly set up or identify a bug in our system. 

However, in order for an Agent to have access to your information, you must enable this as a permission in your account. Read on to see how to do so, and how your privacy is protected. 

Permissions and privacy

Your privacy, and that of your customers, is of paramount importance to us. 

• By default, our Support Agents are not able to view PII (Personal Identifiable Information) for your customers. 
• Agents are only able to see parcel data for a specific parcel when you have filed a claim or made an inquiry about the status of said parcel via the Support section of your Sendcloud account. 
• We use this information to log and follow up an investigation with the shipping carrier in the event that you require support from us regarding a specific parcel.
• We can therefore only investigate claims which are filed directly from your Sendcloud account via the Support section. 

For more information about privacy and security, read our Terms and Conditions and our Privacy Policy.

How to give permission for agent login

Sometimes you might need a little extra help. For that purpose, you can enable permission for a Sendcloud Agent to have temporary access to your account via the agent login setting. 

You can choose to grant access to your account for a set amount of time, and you can withdraw access rights at any time. When this permission is granted, Agents will be able to view your customer’s PII, and will be able to change or modify your settings or information in order to assist you with any issues you’re experiencing.

Agents will not be able to:

• Change, add or access direct debit information 
• Export your parcel information via a CCV file
• Delete your account 
• Delete a parcel 

To grant agent login permission:

1. In your Sendcloud account, go to Account > Organization > Organization settings
2. Scroll down the page until you see the Agent login section
3. Under the drop-down menu permission duration, select for how long you want to enable remote access by a Sendcloud Agent
4. Click Grant permission when you've made your choice.

To open the Agent login section directly in your Sendcloud panel, click here: Go to the Agent login section.

To revoke permission:

• Click the Revoke permission button under the same section

If you need further assistance to activate remote support, contact our Support team.