What ImproveDesk support can and cannot see
Nobody here reads your register without a time-bounded grant you approved — and every consented read lands in your own audit trail.
Last updated 2026-07-22
Without your consent, an ImproveDesk operator can see your organisation name, your workspace names, your plan and how many items you have. That is all.
Asking is the only route
To see anything else, an operator has to request access to one workspace, for a stated reason, for a stated number of hours. An owner approves or declines it from Settings → Support access. There is no path that skips this step — support has no standing read access to customer content at all.
What a grant is
A grant is for one operator, one workspace, and at most 72 hours. It is read-only. The expiry is shown as an absolute date and time in UTC, never as "expires in 2 hours", because that sentence is wrong by however long you leave the page open.
You can end a grant immediately, and a revoked grant cannot be reinstated.
Every read is recorded
There is no way to read your data under a grant without the read being written to your audit trail in the same transaction. If the record cannot be written, the read does not happen. Settings → Support access shows the history.
Support threads are different
A conversation you start with support is one you chose to send us, so we can read and answer it without a grant. It does not give us access to anything else.
Frequently asked questions
- How long can a support grant last?
- Seventy-two hours at the very most, and twenty-four by default. The limit is enforced in the database, not just in the picker, and you can end a grant at any moment.
- Can support read my register to answer a support message?
- Not without a grant. They can read the thread you wrote to them and reply to it; they cannot open your register, reviews or corrective actions.