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We understand that sometimes questions or specific situations may arise that require deeper analysis. Remote Support was created for these moments. It is a feature that allows our team to access your account securely and temporarily. When you request it, you grant temporary permission — valid for 72 hours — for one of our specialists to access your account. This allows us to view your settings, interactions, and the exact context of the issue, without you needing to share passwords or credentials. It is a secure, practical, and efficient way for us to provide the help you need.

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1. When should you request Remote Support?

  • Unexpected behavior: When an agent or feature does not behave as expected.
  • Configuration difficulties: If you need help setting up a more complex feature.
  • Problem analysis: So our team can deeply investigate an issue or difficulty that was not resolved with general guidance.

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2. How to request Remote Support (Step by Step)

1

Access your profile

Click on your username, located in the bottom left corner of the platform, to open the options menu.
2

Locate "Remote Support"

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3

Fill out the Form

A window will open with fields to be completed.
  • Support Team E-mail: Enter the email address of the Tess specialist who is in contact with you.
  • Description: Detail the reason for your request. Provide as much information and context as possible, as this will help us understand and resolve your request faster.
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4

Submit the Request

After filling in the fields, click the “Request” button.
Done! Our team will receive the notification and access will be granted automatically.