If a participant reaches out with an issue, any Analyst can utilize the Support Login feature to help troubleshoot. Support Login allows one to briefly assume the role of a specific user, and see the platform through the eyes of that user.
Some great use cases for this feature are:
To help troubleshoot any reported error messages a participant may be encountering when completing Tasks.
Assisting participants with the submission of their responses (e.g uploading a media response on their behalf, or clicking them through a final Prompt Task in an Activity so they are logged as Completed).
Support Login can be accessed in multiple locations within the platform for one’s convenience.
Hovering over a specific participant's profile picture will present a pop-up with their relevant info. Click the keyhole icon to perform a login on behalf of the desired participant.
It can also be accessed wherever there are participant specific dropdown menus (e.g the Response Summary of an Activity). Analysts can click on the dropdown arrow next to a participant’s name to access this feature.
Once enabled, a yellow bar will appear across the top of the page indicating that Support Login is active for the selected participant. To exit out of Support Login, simply click on the X in the right corner.
In addition to assisting participants, Analysts can utilize this feature to assist both Moderators and Clients.
A good use case would be if an Analyst needs to send an Email Broadcast to participants on behalf of a specific Moderator.
Support Login for Admins can be accessed by navigating to Site Administration > Admins > Search Admins. Click on the dropdown arrow next to the Admin’s name to reveal the Support Login option.
The option is also available on their individual Admin edit pages.
🗣️ Still have questions or want to leave feedback on how we can do better? Contact us at [email protected].