Security and navigation
SECURITY Any user
NAVIGATION Legacy UI > Help > Support Access
New UI instructions
Refer to Support.
Enable Support Access
When requested, you can allow a Datto RMM Support representative to log in to your Datto RMM user account.
NOTE It is recommended that you have the Administrator security level in the list of your available security levels. Otherwise, the Datto RMM Support representative will be limited to the security levels available to you and may not be able to access all required features.
Perform the following steps to enable access:
- Log in to your Datto RMM account and navigate to Help > Support Access.
- Toggle the Enable Support Access field to ON to enable access.
- At the Support Access Expires field, use the drop-down lists to set a date of expiry for the access. The default period is 14 days from the current date.
- Refresh the page. You will see the following text added to the top of the page, right under your username and security level: Support Access Enabled. It will be displayed in your account until the Support Access expires or is turned off.
Receiving support
In order for a Datto RMM Support representative to access your account, you will need to provide them with some information that is displayed on the Support Access page. Click the Copy Details to Clipboard button to copy the following information:
- Support Access Expires
- Platform
- Account ID
- Username
- Security Levels
When a Datto RMM Support representative logs in to work on your account, entries detailing their work will be recorded in the Activity Log. The actions will be listed under your username but the Details column will display the Datto RMM Support representative's email address. Refer to Activity Log in the New UI.
Disable Support Access
You can turn off Support Access by clicking Disable next to Support Access Enabled at the top of any page in your account (right under your username and security level) or by navigating to Help > Support Access and toggling Enable Support Access to OFF.
