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We understand that, at times, questions or specific situations may arise that require a more in-depth analysis. Remote Support was created for those moments. It is a feature that allows our team to access your account securely and temporarily. When you request it, you grant a temporary permission—valid for 72 hours—so that one of our specialists can 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 safe, practical, and efficient method 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.
  • Issue analysis: So our team can thoroughly investigate an error 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 your username, located in the lower-left corner of the platform, to open the options menu.
2

Localice "Suporte Remoto"

Tessdocs Suporte Remoto1
3

Fill out the form

A window will open with the fields to be filled in.
  • Support Team E-mail: Enter the email address of the Tess specialist who is in contact with you.
  • Description: Explain the reason for your request. Provide as much information and context as possible, as this will help us understand and resolve your request more quickly. Tessdocs Suporte Remoto 2
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.