Why can't your support agents access my account anymore?
For security purposes, we have reduced the amount of access that our frontline support agents have. If the issue cannot be resolved with basic information about your recipe and the error you have, then it can be escalated to our solution engineers. Our Solution Engineers can get on a call with you or get the access needed.
I fully understand the need for privacy and security but I should be able to decide when and who I give access to my account too. Sharing Screenshots with support agents is not a great way to get support, especially with something as complex as this. It makes the support process take much longer.
You had the ability to add support agents to the account why did you take that away?
In general, we would like to lessen the number of individuals in support who can possibly make changes to customer recipes and such. Even our solution engineers, by protocol, are not meant to ask for access immediately. If the issue is truly too complex to be resolved via viewing the recipe and screenshots, the Solution Engineers would be the best ones to handle them.
Send us a ticket, we will try our best to assist you with your problem