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Support Link Visibility

Introduction

Flywheel includes an in-product link to Flywheel support. By default, every user on a site sees it, in the help menu in the top navigation bar and in the Flywheel Resources section of the user profile page.

On request, Flywheel can restrict that link to site administrators for an individual site. This page explains what the restriction changes and why a site would adopt it.

Added in version 22.4.0

Restricting the in-product support link to site administrators is available starting in Flywheel Core version 22.4.0.

Some organizations run their own first-line support desk. When those users see the Flywheel support link, they can bypass their own support process and contact Flywheel directly, which routes questions away from the team meant to triage them.

Restricting the link keeps the built-in path available to site administrators, who are the people expected to escalate to Flywheel, while other users follow the organization's process.

What the Restriction Changes

When the restriction is active on a site:

  • Users who are not site administrators do not see the support entry in the help menu in the top navigation bar.
  • Those users also do not see the support options in the Flywheel Resources section of their profile page.
  • The documentation link beside the support entry is unaffected, so all users keep access to the Flywheel documentation.
  • Site administrators continue to see the support link.

The restriction changes only who sees the link. It does not change support entitlements, service levels, or who may open a ticket through the other support channels.

Leaving Users a Path to Support

Removing the link removes the most visible way users ask for help, so a site that adopts the restriction should give users something in its place.

Site Bookmarks is one way to do that. A site administrator can add a bookmark pointing to the organization's own support desk or service portal, which users reach from the bookmarks menu in the top navigation bar.

Requesting the Restriction

Only Flywheel staff can enable or disable the restriction; it is not a setting a site administrator changes in the interface. To request it for your site, contact Flywheel support.