Working with customer users
A customer gets in touch with support? Users is where you start. It holds the customer users of comrce Hub: everyone who works in a customer company. You find the person, check their companies and sessions, and reset a lost second factor. Or you look at the account through the customer’s eyes.
The page at a glance
Section titled “The page at a glance”| Page | What it is for |
|---|---|
| Users | The list of customer users with their status, and search by name, email, user ID or service PIN |
| A customer user’s details | Status and planned deletion date, identity, two-factor state, impersonation, companies and sessions |
| Complete a user deletion | The page behind the deletion email, for staff with the Super Admin role |
What you can do here
Section titled “What you can do here”- Find the customer who gave you a service PIN: Find a customer by service PIN.
- See the account as the customer sees it: Working in a customer’s account with a service PIN. The whole support routine: Help a customer from inside their account.
- Get a customer who can’t sign in back into their account: Get a customer back into their account.
- Help a customer who lost their authenticator: Reset two-factor authentication.
- See who is signed in to an account and end a staff session: Check the sessions.
- See when an account scheduled for deletion goes: Check the account status.
- Finish a customer’s account deletion, or stop it: Complete a customer’s account deletion.
Concepts
Section titled “Concepts”- A user is one person with one account, across all the companies they belong to.
- What a user may do in each company lives on their memberships, managed in the Companies area.
- Staff roles and what they can do: which role reads, resets and impersonates.
- Company and member lifecycle: why a user can be active in one company and blocked in another.
Who can use this
Section titled “Who can use this”- Find and read users: every staff role from Partner upwards.
- Reset 2FA, impersonate and read logs: Supporter and higher.
- Approve or cancel a deletion: only Super Admin.
Impersonating also needs the customer’s consent: their current service PIN. Without it, nobody on the team gets into a customer account.