# Help without handing over the keys

> Most answers are in the documentation or with your own administrator. When you need us, the Akollo team helps through a read-only support session that you can always see.

## Four ways to get an answer

- **Documentation** — Guides for employees, managers, HR, finance and administrators, in English, Turkish and German, at docs.akollo.com.
- **Help inside the app** — The command palette jumps to any page by name, and the bell collects every notice (updates, reminders and access reviews) in one place.
- **Your administrator** — Questions about access go to your own administrator first. “Explain access” shows where each permission a person holds comes from.
- **The Akollo team** — For anything else, write to us through the contact form and tell us your organisation and what you were trying to do.

## How a support session works

When we need to look at your organisation to help, we do it in a way you can see and that cannot change anything.

### We can look. We cannot touch.

When Akollo support opens a session in your organisation, a “Support session” banner is shown. The session can read the pages it is allowed to see, and nothing more.

- Cannot create, change, approve or delete anything
- Sensitive fields stay hidden
- The assistant shows conversations but accepts no new messages
- Cannot approve a desktop sign-in or download attachments

## Related pages and guides

- [Customers & service desk](https://akollo.com/en/products/customers) — A request portal for help inside your own organisation
- [Security & trust](https://akollo.com/en/trust) — How we protect your data
- [Changelog](https://akollo.com/en/changelog) — What changed in the latest release
- [Getting started](https://docs.akollo.com/en/getting-started) — Your first session in Akollo

## Questions about support

### Why can a colleague see something I cannot?

Access depends on your role, permission sets, department, management scope and the modules your organisation has enabled. Your administrator can use “Explain access” to see where each permission comes from.

### Can Akollo support change our data?

No. A support session is read-only: it cannot create, change, approve or delete anything, and sensitive fields stay hidden. A banner shows while it is open.

### I am not getting notification e-mails. What should I check?

Open Settings › Notifications: e-mail may be turned off for you in this organisation. Notices still appear under the bell unless in-app notifications are off too.

### Where do employees ask for help with internal services?

In the request portal under My work › Portal, if your organisation uses it. Employees pick a service from the catalogue, fill in its form and follow their requests there.

## Still stuck? Write to us

Tell us what you were trying to do and which organisation you work in, and we will get back to you.

- [Contact support](https://akollo.com/en/contact)
- [Open the docs](https://docs.akollo.com)


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Source: https://akollo.com/en/support · [Türkçe](https://akollo.com/tr/destek), [Deutsch](https://akollo.com/de/support)