How to look at a tenant without being able to change anything

Executive summary. Open a read only support view when somebody asks for help, and understand the trail it leaves.

Definition

A read only support view is a time limited look at one tenant, from which no action can be taken.

What to do

From the tenant, open a read only support view and record why you are looking.

The view carries a banner saying plainly that no tenant action can be performed from it, and it expires in ten minutes.

Read what you need. If something must be changed, that is a separate, audited action rather than something the view can do.

The trail it leaves

Opening the view is recorded against your operator identity with your reason, on the tenant's own audit trail. Looking is an event, not a private act.

The expiry is short on purpose. A support view left open is an open door, and ten minutes is long enough to answer a question and short enough not to become one.

Frequently asked questions

Can the customer see that somebody looked?

The action is on the tenant audit trail, which is the tenant's record. That is the point: access to somebody else's data is accountable rather than invisible.