If you have recently received an email about Jobber accessing your account and are wondering why...
Sometimes when you reach out to Jobber's Success Team we'll need to look at your account and access your information in order to answer your questions. In order to keep everything secure, we need to have your permission to view your account. We know that you keep sensitive information in your account, so we want to do our part to make sure that info remains secure.
In order to get your permission, we'll send an email to all the admin users on the account. This email is sent automatically, so we're not able to change the recipients.
The email you receive will look like this:
Clicking Approve Request will then take you to this screen where you can approve or deny the request.
This screen will show the name of the Jobber team member who is looking for access as well as what you're allowing Jobber to do, which is:
- Permission to access your account for a four week period (it will display the date four weeks from now)
- Permission to create, modify, or delete data in your account if necessary to resolve the issue
- Note: Most of our Success Team members only have access to view your account and are not able to modify or delete information. Making changes in your account is only something our Customer Operations team can do with written permission and only in specific cases.
Any administrator on the account can choose to accept or deny this request, and permission can be revoked at any time.
If a Jobber team member has requested access, you can also navigate to that screen from within your account without opening the email. If you go to the Question Mark Icon > Support Access, you can allow or deny the request here as well as revoke existing access. The support access page also displays previous requests to access your account by a Jobber Team member and when that request expired.
What if I have a ticket open?
There are times when our Success Team needs additional help with diagnosing issues. In those cases, we will open a ticket with our Customer Operations team to look into further. We will need you to grant access for them to take a look. While the majority of tickets are often resolved within 4 weeks, it's possible that we might need additional access. In those situations, a Customer Operations team member will reach out to request additional access, however it's rare that more than 4 weeks would be needed.