The support experience in the MyAccess portal (previously Access Customer Success Portal) has been updated to make getting help quicker and easier, introducing AI-powered support and conversations through the Digital Assistant in the portal.
You no longer use the previous Raise a Case functionality to contact support. Now, the Digital Assistant within the MyAccess portal guides your query and connects you with a support engineer when requested. This means that you:
Do not need to complete support request forms.
Get instant answers to common questions or,
Get a fast handover to a support engineer when required.
📌Note: if you are on a Standard or Premier customer success plan, you are still entitled to telephone support and can contact Attaché telephone support in the normal manner.
Using the MyAccess portal to contact Attaché support
Log in to MyAccess.
Click Ask a question.
Click Select a product.
Choose Access Attaché from the list of products you have access to.
When the Digital Assistant opens, click Ask a question.
In the next screen, click one of the 3 options relating to your question:
Accounts.
Payroll.
Something else.
In the next screen:
Note the message at the top.
You can type a question and interact with the AI bot, or you can simply type Speak to someone if you want to speak directly with a support engineer.
Click the up-arrow button to send your message.
A Conversation ID will be created.
The support engineer joins the conversation and asks how to help you.
If the issue cannot be resolved in the initial conversation, the support engineer will create a support Ticket, investigate the issue further, or escalate your query for further assistance.
You will receive email updates as your query progresses. email notifications will be referenced by either:
The Conversation ID reference number.
The Ticket ID reference number (if the conversation has been converted to a ticket).
You can return to MyAccess at any time to view past conversations and tickets or those still awaiting resolution.
Download the transcript: Click the three-dot menu, then select Download transcript.
Digital Assistant toolbar features in MyAccess
Icon | Description |
The Home icon takes you back to the first screen, and the Ask a question to ask the Digital Assistant another question. | |
 | The Messages icon allows you to see a history of your previous conversations with the Digital Assistant |
 | The News icon shows what's new. To view each news article, click the News icon, then click each item to read it. This is where we'll add software release notes and customer newsletters. |
 | The Help icon displays the contents of the Attaché Help Centre, but in a condensed in-product format. You still see article collections and sub-collections in the same order as you see on the Help Centre web page. For more information, see: Navigate the Help Centre. |
| The Tickets icon shows all of your outstanding support tickets.
📌 Note: If you don’t see the Tickets icon, you don’t have any tickets. |