Product access

Product access is part of Cliedesk Pro. It records which customer owns which product and plan, for example “Plugin A, Pro plan, active until March 2027”. Cliedesk fills it from your shop, other sites, billing tools, imports and your team. It is off until you turn it on. People who manage settings (Admins and Owners) set it up in Settings → Workspace → Product access.

Turn it on and choose who may ask for support

1. Open the Products tab and tick Use product access.
2. For each product, choose Who may ask for support:
   • Open: anyone (the default).
   • Customers only: customers need access.
   • By plan: customers need one of the Plans with support.
3. Choose what happens Without access: Reply with a message (use {product} and {link}, and fill in the Buy link) or Send to the pre-sales queue.
4. Choose what happens After access ended: Help, with a renewal note (an internal note for the team), Send to sales (the pre-sales queue) or AI only (nobody from the team is assigned).
5. Select Save.

Connect sources

Open the Sources tab.

• WooCommerce on this site: select Mappings and match Woo product, variation or category ids to a Cliedesk product and plan. A completed order grants access, a refund or cancellation removes it, and WooCommerce Subscriptions changes are synced. Add existing orders adds access for older orders in the background and shows the progress.
• Another WordPress site: sites connected with the Cliedesk Connector send purchases, renewals and refunds. See Connected sites.
• Webhook from Stripe, Paddle, Lemon Squeezy or Custom JSON: paste the signing secret from the billing tool (Custom JSON gets its own secret, shown once). Give the webhook address to the billing tool and map its price or variant ids in Mappings.

Each source shows its health: events and errors in the last 24 hours, the last event, and Stopped sending when a source has been quiet for a week. Test checks the setup and tries a sample event without saving anything.

Change a customer’s access by hand

People with Manage product access (Supervisors and above) open the Customers tab, find the customer by email, choose the product, plan and end date, enter a Reason and select Grant access. Lock keeps the record as you set it: sources cannot change it until you Unlock it. Every change is kept in the history with its source, the values before and after, and the time.

Import

On the Import tab, paste a CSV with the columns email, name, product, plan, status, starts_at, ends_at, seats and external_ref (at most 1,000 rows). Select Preview to see the valid rows and the errors, then Import.

Welcome email

Tick Send a welcome email on the first grant on a product. A new customer gets one email (“Your support account for Product A is ready”) with a link to the customer portal. A repeat grant sends nothing, and customers who did not agree to emails get none.

Where access shows

• The customer profile shows a Products section.
• The customer portal shows My products, and links to ask about owned products and Open products.
• Rules can start when access is granted, changes, expires soon, expired or is revoked. Views, rules, queues and SLA policies can use Product access, Access plan and Customer owns product, for example a 1-hour first reply for the Premium plan.
• The AI agent answers only about products the customer owns or Open products. When it cannot tell the product of a new conversation, it asks the customer.

On a WordPress network, a network admin can make one site the hub: every other site becomes a product of the hub, and all their conversations come into one inbox.