The support experience in the MyAccess portal (previously Access Customer Success Portal) has been updated to make getting help quicker and easier. Instead of raising a case by submitting a form, the Digital Assistant guides your query and connects you with a Support specialist if needed.
Using the MyAccess portal to contact support
The Digital Assistant accessed from Attaché Desktop, Attaché Online, Express Leave or the Attaché Help Centre cannot connect you directly with support.
When you are using the Digital Assistant from the access points above, you will only be interacting with the AI Bot.
When you click on Ask a question, you will see the highlighted message below:
The message will also come up if you if you ask to connect to a human, support consultant, agent or similar.
You can click the MyAccess link in the message to go directly to the MyAccess login page.
Connecting to a support engineer from MyAccess.
Log in to MyAccess.
Click Ask a question and then 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 and type your question or request.
If the Digital Assistant can’t solve your query, your conversation will be escalated to a support engineer. You can also type speak to someone to be routed directly to a support engineer.
The support engineer continues the conversation to resolve your query.
If needed, the support engineer 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.
See the MyAccess portal overview video below.
Why the change?
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 engineer when required.