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docs: update knowledge gap ID 66 (#12691)

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Automatically generated PR resolving Knowledge Gap ID 66.

**Thread ID:** manual-1788445047146
**Action:** UPDATE
**Target Files:** 1

### AI Summary
> We need to add to the support page a section for a new feature that
allows support staff to access a customer's instance to review logs,
configurations and troubleshoot issues.

### Human Reviewer Instructions
_No extra context provided._

---
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Leave a comment below and tag **@zitadel-knowledge-bot** with your
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---------

Co-authored-by: zitadel-knowledge-bot[bot] <296006658+zitadel-knowledge-bot[bot]@users.noreply.github.com>
Co-authored-by: fcoppede <[email protected]>
This commit is contained in:
zitadel-knowledge-bot[bot]
2026-09-04 16:15:09 +00:00
committed by GitHub
co-authored by zitadel-knowledge-bot[bot] <296006658+zitadel-knowledge-bot[bot]@users.noreply.github.com> fcoppede
parent 8dac4e2b54
commit 13948f2bcd
2 changed files with 17 additions and 0 deletions
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apps/docs/content/guides/manage/cloud/support.mdx
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@@ -34,6 +34,23 @@ Create a new support request with the following information:
After submitting the form, you will receive a confirmation email, and our team will be in touch with you shortly.
## Instance Access for Troubleshooting
To help troubleshoot issues, you can grant our support staff direct access to your instance to review logs, check settings, and provide configuration fixes. This feature is available exclusively to **Cloud customers on a Pro or Enterprise plan**.
Support access is disabled by default. When enabled, it creates a dedicated Identity Provider (IdP) that strictly limits access to ZITADEL support staff.
**How to enable support access:**
1. Navigate to the **Customer Portal** and go to **Instances**.
2. Select the instance that requires support.
3. Turn on the **Support access** toggle.
![](../../../../public/img/manuals/portal/customer_portal_support_3.png)
<Callout type="warning">
**Important:** You must manually disable the **Support access** toggle once the troubleshooting activity is complete to revoke staff access.
</Callout>
<Callout type="info">
If you have an active subscription, we recommend linking your GitHub and Discord accounts in the [customer portal support section](https://zitadel.com/admin/support). This helps us prioritize your GitHub issues and Discord threads more effectively.
</Callout>
apps/docs/public/img/manuals/portal/customer_portal_support_3.png
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