Support
Help with Accred Hub, the Accred apps, and Accred IT help for Teams and Slack. You don’t need to sign in to reach us.
Get help
Email [email protected]. Include your organization’s name, the app, and what you were doing when the problem started.
Signed in to Accred Hub, choose Help in the top bar for guides, a tour, and keyboard shortcuts for the page you’re on.
Check the status page for outages and maintenance before you write.
To report a security issue, follow the steps on the Security page.
Policies
Accred IT help for Teams and Slack
Accred IT help answers computer problems posted in a Teams or Slack channel. How it works and how to add it.
How do I add Accred IT help to Teams or Slack?
An Owner or Admin of your Accred Hub organization adds it from Hub Settings.
- Teams: Settings → IT help in Teams → Add to Teams. Sign in with a Microsoft 365 account that can manage Teams apps, pick a team and a channel name, and Hub installs the app and links the channel.
- Slack: Settings → IT help in Slack → Add to Slack. Approve the app in Slack, then pick the channel in Hub.
- Your organization needs Accred Connect, with the Connect agent on the computers you want it to help with.
What permissions does it ask for?
Only what it needs to read requests in the channel you chose and reply in the thread.
- Teams: permission to read messages in the team it is installed in (granted for that team only) and to read the team’s basic settings. The one-time Add to Teams sign-in lets Hub add the app to your Teams app catalog, install it in the team, and find or create the channel; Hub does not keep that sign-in.
- Slack: read new posts in the IT help channel, list channels so you can pick one, join that channel, post replies, and read the poster’s name and email to match them to their computer.
- On a computer, nothing runs until the person allows it on their own screen.
How do I remove it?
An Owner or Admin chooses Disconnect in Hub Settings, under IT help in Teams or IT help in Slack.
- You can also remove the app from the team in Teams, or from your workspace’s Manage apps page in Slack. Hub stops answering as soon as the app is removed.
- Past requests stay in your organization’s audit log and tickets until you delete them or close the organization.
Where is the data stored?
In your Accred Hub organization, stored primarily in the United States.
- It keeps the request text, the thread, the poster’s chat ID, name, and email, the computer’s name, and the steps the assistant took and their outcome.
- The Slack bot token is encrypted at rest and never sent to a browser.
- Requests are answered by Anthropic Claude through Accred’s assistant gateway, which can act only on the person’s own computer. See the Privacy Policy, the Data Processing Addendum, and the subprocessor list.