Overview
The Customer Support tab allows administrators to control whether Redlist's support team can access your account to assist with troubleshooting and configuration. Access is granted using Just-In-Time (JIT) access — a time-limited permission that can be set to expire automatically. Administrators also have a full log of every time a Redlist support user has accessed the account, providing complete visibility and auditability.
Accessing Customer Support Settings
From the navigation, click Settings, then click User Roles/Permissions. Click the Customer Support tab.
How to Enable Customer Support Access (JIT Access)
Toggle JIT Access to the on position
Choose how long access should be granted:
Check Always Allow to grant indefinite access with no expiration
Or set an Expiration Date and Expiration Time to limit access to a specific window
Click Save Changes
Note: The expiration date cannot be set to a date in the past. A preview of the expiration is shown before saving to confirm the settings are correct.
How to Set an Access Expiration
Enable JIT Access if it is not already on
Leave Always Allow unchecked
Click the Expiration Date field and select a future date
Click the Expiration Time field and select the time access should expire (12-hour format with AM/PM)
Review the expiration preview shown on the page
Click Save Changes
Note: Once the expiration date and time passes, Redlist support access will be automatically revoked without any further action needed.
How to Revoke Customer Support Access
Toggle JIT Access to the off position
Click Save Changes
Note: Revoking access takes effect immediately. Any active support session may be interrupted.
How to View Customer Support Access History
The Access History section at the bottom of the Customer Support tab displays a log of every time a Redlist support user accessed your account.
The table shows:
User Name — the name of the Redlist support representative
Email — their email address
Authentication Datetime — the date and time they accessed your account
Use this log to audit all past support access and verify who entered your account and when.
Understanding JIT Access
Just-In-Time (JIT) access is a security model that ensures Redlist support can only access your account when you explicitly grant permission and only for as long as you allow. This means:
Support access is off by default — Redlist cannot access your account without your authorization
You control the duration — set an expiration so access ends automatically
You have a full audit trail — every access event is logged in the Access History table
You can revoke access at any time by disabling the JIT Access toggle
Best Practices
Use Time-Limited Access for Support Sessions: Rather than enabling Always Allow, set a specific expiration date and time that covers only the support window you need — this limits exposure automatically.
Review the Access History Regularly: Periodically review the log to confirm all access events were expected and authorized.
Disable Access After Issues Are Resolved: If you granted access for a specific support ticket, confirm the issue is resolved and disable JIT Access so the window closes promptly.
Communicate Before Granting Access: Let your internal team know when customer support access is enabled so unexpected activity in the system does not cause confusion.
Use Always Allow Only During Onboarding: The Always Allow setting is most appropriate during initial setup and training. For ongoing operations, prefer time-limited access.
Troubleshooting
Issue: The JIT Access toggle is grayed out and cannot be changed
Solution: This setting can only be modified by your organization's administrators — it is read-only for internal Redlist users.
This setting is read-only for internal Redlist users — it can only be modified by your organization's administrators
If you are an administrator and the toggle is still unavailable, contact Redlist support
Issue: Customer support access expired before the issue was resolved
Solution: Return to the Customer Support tab and set a new expiration to extend access.
Return to the Customer Support tab and set a new expiration date and time
Click Save Changes to extend access
Notify your support representative that access has been re-enabled
Issue: An unexpected access entry appears in the Access History
Solution: Review the entry details — disable JIT Access immediately if the access was unauthorized.
Review the User Name and Email columns to identify the support representative
If access should not have been granted, disable JIT Access immediately by toggling it off and saving
Summary
The Customer Support tab gives you full control over Redlist support's ability to access your account. Enable time-limited JIT access when you need help, review the Access History to audit all past sessions, and disable access when support is no longer needed. This tab ensures your account remains secure while still allowing Redlist to assist you effectively.