Keboola Support

Obtaining Support

There are multiple ways to obtain support from within your project. First, and foremost, in the navigation on the left is a Support link which will open a form to fill-in to create a ticket which will reach your Maintainer.

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Secondly, if you happen to trigger a server error while working with Keboola Connection, there will be a button to contact Support in the error alert message.

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Keboola Support Users

It may be the case that in order to solve the issue or to gain context regarding an application exception a technical support member may require access to your project. By default, Keboola support staff may join your project when requested and they will appear in the Member’s list marked by the Keboola badge:

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Keboola Support members will always have MFA enabled, are always accounts that expire, and they are required to have a reason to enter the project. They also do not count towards the project limits.

Require Approval for Support Access

Some organizations may prefer to have a starker demarcation for their projects with regard to access by the support team. To facilitate this transparency we’ve introduced the ability to require approval for all temporary access by Keboola Support accounts. The setting can be found in the organization details in the accounts section:

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To disable auto-join and require approval for Support accounts, click on the Change link to open the dialog and uncheck the Auto Join checkbox.

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The description for Support Access will reflect the current setting.

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With auto-join off, a joining support account will require approval by an existing project member in order to gain access. When a support member requests access each active project member will receive an email notification

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The requesting user will appear in the user’s list as shown below. Any active project member can use the links provided in the requesting user’s row to either approve or reject the application for access.

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