Backoffice and Support Tools
Support teams need access to tools and information to help users, manage accounts, and monitor system health.
On cidaas 4.x, use Trustdesk (/trust-desk) as the administration UI. Trustdesk gradually replaces the legacy Admin Dashboard (/admin-ui, also known as cSpace). Paths below list Trustdesk first, with legacy labels in parentheses where helpful. See Introducing Trustdesk.
Backoffice tools
Trustdesk (recommended on 4.x)
Access: https://{your-domain}/trust-desk
Useful areas for support:
| Need | Trustdesk |
|---|---|
| Find and open users | Users |
| Invite / create users, fields | User Setup |
| Security, MFA methods, lockouts | SecureOps |
| Metrics, activity, audit | Reports |
| Apps and webhooks | Integrations |
Legacy Admin Dashboard (cSpace)
Still available during the transition on many instances: https://cspace.cidaas.com or your custom Admin Dashboard URL. Prefer Trustdesk on 4.x when the same capability exists there.
Support workflows
User cannot log in
- Search the user by email / username / customer ID (Users)
- Check account status (VERIFIED, PENDING, LOCKED)
- Review recent login attempts (Reports / user activity)
- Resolve: unlock account, resend verification, or reset password
Tools: User search, activity logs, password reset, verification resend
User wants to change email
- Verify user identity
- Update email in the user profile
- Send verification email to the new address
- User verifies the new email
Tools: User edit, email update, verification sending
User needs MFA reset
- Verify user identity
- Review enrolled MFA methods
- Disable problematic methods
- Guide the user to re-enroll (profile / hosted pages)
Tools: MFA method management (SecureOps → Verification Methods / user detail)
Account deletion request
- Verify the request (GDPR / internal process)
- Check dependencies (linked accounts, sessions)
- Execute deletion
- Notify external systems if required (webhooks / ops runbook)
Tools: User deletion, dependency checking, audit logging
Reports and analytics
Where to find reports
| Report | Trustdesk | Legacy Admin Dashboard |
|---|---|---|
| User metrics / growth | Reports | Users → Metrics |
| Login activity | Reports | Security → Activity |
| Application usage | Reports / Integrations → Applications | Applications → Usage |
| Security overview | SecureOps → Security Dashboard, Reports | Security → Dashboard |
Custom reports via webhooks
Configure webhook endpoints for events such as:
LOGIN_WITH_CIDAAS,ACCOUNT_CREATED_WITH_CIDAAS_IDENTITY,ACCOUNT_MODIFIED,LOGIN_FAILURE- 100+ other events in the catalog
On 4.x: Integrations → Webhooks. See Webhook Management.
Data access and lookup
User search
Location: Trustdesk Users (legacy: User Search)
Search by: Email, username, customer ID, name
Operators: Exact match, contains, date ranges, status filters
See User Search.
User detail view
Available information:
- Basic profile, account status, verification status
- Enrolled MFA methods, linked accounts
- Activity history, device information, custom fields
Activity logs
Location: User detail → activities / Reports (legacy: Users → [User] → Activities)
Information: Login history, profile changes, verification and security events
Audit trail
Location: Reports (change logs / audit) (legacy: Security → Audit Logs)
Information: Admin actions, configuration changes, security events
Support team preparation
Training
- cidaas concepts: User lifecycle, authentication methods, account statuses
- Trustdesk navigation: Users, User Setup, SecureOps, Reports (plus Admin Dashboard if still in use)
- Common scenarios: Password reset, account unlock, MFA issues
- Integration awareness: Which systems receive user data and when
Required access
- Trustdesk (or Admin Dashboard) access with an appropriate admin role
- User search and management permissions
- Password reset and account unlock capability
- Activity log and report access
Data access guidelines
Support can access: User profile, account status, activity logs, verification status, MFA methods (view only — not secrets)
Support cannot access: Passwords, MFA secrets, access tokens
Privacy: Verify identity, follow GDPR / internal policy, document actions
Checklist
- Trustdesk (4.x) or Admin Dashboard access configured
- Support team trained on cidaas concepts and UI navigation
- Common workflows documented
- Reports access configured
- Integration points documented for support