Prescripta support sessions

What it is

Sometimes Prescripta support needs to look inside your portal to help you (for example to fix a setting you asked about). They can open your clinic in a support session.

What your clinic sees

• In the audit log (Admin → Audit log): every action support takes is listed under the support person's e-mail with a Prescripta support label (hover text: "Done by Prescripta support inside this clinic"). The Role column shows owner, because support has full rights while inside.
• Not on the Users page. Support is not added to your staff list and does not count as one of your users.
• The support person sees a dark-blue banner: "Support session, Prescripta (name) inside [clinic]. Full rights; every action is recorded in this clinic's audit log." Your staff do not see this banner.
• In the support person's top bar, their role shows as Prescripta support.

Limits

• A support session counts from the support person's own sign-in. Their sign-in window and the 10-hour limit apply.
• Support can open a clinic even when it is paused (for example to help reactivate it).
• When finished, they click Exit to tenant manager, which ends the visit. That is also recorded.

Questions people ask

Q: What is a "Prescripta support" entry in my audit log?

A: Prescripta support opened your portal to help you. Everything they did is listed there under their name.

Q: Did Prescripta add a user to our clinic?

A: No. Support sessions never add anyone to your Users page.

Q: Can Prescripta see our patients?

A: During a support session, yes, with the same rights as an owner, and every action is recorded in your audit log. Support only opens your clinic to help you.

Q: Will I be told when support is in our portal?

A: There is no pop-up for your staff. Check Admin → Audit log for Prescripta support entries. If you have questions about a visit, contact support with your account reference.