Support
How to reach Odden support, what to include in a request, and how support sessions in your workspace work.
If something is wrong or unclear, write to us. A person reads every message.
Contact support
Email support@odden.io. The same address handles questions about billing, refunds, your data and the terms.
What to include
A few details help us answer on the first reply:
| Include | Why |
|---|---|
| Your workspace name | It is the part of the address after cloud.odden.io/. For cloud.odden.io/acme it is acme. |
| What you were trying to do | In a sentence or two. |
| What happened instead | The exact message you saw, if there was one. |
| Where it happened | The page or menu, for example Workspace, Billing. |
| The email address you sign in with | So we find the right account. |
Do not send passwords or card numbers. We never need them.
For a refund, write from the address you paid with. See Billing and the refund policy.
Support sessions
Sometimes the quickest way to help is to see what you see. A support session lets a member of Odden's support team open your workspace as one of its members.
- Read-only by default. In a session, support can look but not change anything.
- Changes only if you allow it. An owner can let support make changes. Even then, support never changes your members, email settings, domains or workspace settings.
- It expires. A session lasts 30 minutes by default and never more than 60. It can also be ended earlier.
- It is recorded. Every session is logged with who started it, which member it was opened as, why, for how long, and whether it could make changes.
- You are told. When a session starts, the workspace owners get an email.
Only Odden support staff can start a session, and they must give a reason.
Support also cannot export your workspace or delete it from a session. Those stay with you. See Your data.
See and manage support access
Owners and admins can open Workspace, then Support access to see every session: when it started, who from Odden support, who it viewed as, whether it was read-only or could make changes, the reason, and whether it is still running.
- End now ends a running session. Support is signed out on its next click.
- Permission opens the setting Let support make changes. It is off by default. Turn it on only when you want us to fix something for you, and turn it off again afterwards.
Terms and policies
Documentation
For the features themselves, see the docs for Sales, Marketing and Service.