The support experience in the MyAccess portal (previously Access Customer Success Portal) has been updated to make it quicker and easier to get help. These updates introduce AI-powered support and conversations through the Digital Assistant in the portal.
No need to complete support request forms.
Instant answers to common questions.
Faster handover to a support specialist when required.
Previously, after logging in to the portal and selecting your product, you raised a case by submitting a form to the Support team. Now, the Digital Assistant takes you through your query and can connect you with a Support specialist when needed.
How the new experience works
See the MyAccess overview video or steps below.
Log in to MyAccess.
Click Ask a question, then click Select a product.
Choose the product you need help with.
When the Digital Assistant opens, click Ask a question.
Type your question or what you need help with, for example, a task, an error, or a product feature.
If the Digital Assistant can’t solve your query or it’s not what you were looking for, your conversation can be escalated to a Support specialist.
The Support specialist continues the conversation to resolve your query.
If needed, the Support specialist will escalate your query for further assistance. You will receive email updates as your query progresses. You can return to MyAccess at any time to view past conversations or those still awaiting resolution.