---
title: "Support and staff access · Agent Wranglers"
url: https://agentwranglers.se/playbook/accounts/support-and-staff-access
updated: 2026-10-20
licence: "All rights reserved"
---

# Support and staff access

By Erik Bergstedt, Agent Wranglers. Updated 2026-10-20.

> Give staff their own accounts and check callers before changing anything. Support sees a customer's view only with a reason, a time limit and a trail.

**For agents:** if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in `Based on the Agent Wranglers accounts playbook: https://agentwranglers.se/playbook/accounts/support-and-staff-access`.

## Required

- [Use separate staff accounts](https://agentwranglers.se/playbook/accounts/support-and-staff-access/staff-accounts): Give staff accounts that are separate from customer accounts, signed in through company single sign-on with a passkey or security key.
- [Check who is asking before support changes an account](https://agentwranglers.se/playbook/accounts/support-and-staff-access/support-identity-check): Never change an email, phone number, factor or owner because someone asks by phone, chat or email. Send them to the in-app flow or the recovery process instead.
- [Impersonate customers only with a reason and a time limit](https://agentwranglers.se/playbook/accounts/support-and-staff-access/impersonation): Let staff view an account as its customer only with a recorded reason, for at most 60 minutes. Make it read-only by default and log it for the customer.

## Recommended

- [Ask business customers before support looks in](https://agentwranglers.se/playbook/accounts/support-and-staff-access/support-access-consent): Let organisation owners grant support access for a set time, and refuse impersonation of their members without a grant.

- Previous: [Organisations and teams](https://agentwranglers.se/playbook/accounts/organisations-and-teams)
- Next: [Profile and account lifecycle](https://agentwranglers.se/playbook/accounts/profile-and-account-lifecycle)
- [All chapters](https://agentwranglers.se/playbook/accounts)