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.
Note: The Digital Assistant in the Help Centre cannot connect you directly with support, please log in to MyAccess Portal.
Log in to MyAccess.
Click Ask a question and then click Select a product.
Choose Access HandiSoft from the list of products you have access to.
When the Digital Assistant opens, click Ask a question and type your question or request. Note: This feature is available to named support contacts only. If you are a self-service contact, the Help Centre opens instead. You can use the article collections and the Digital Assistant within the Help Centre to find answers. Self-service contacts are unable to escalate conversations to a support specialist.
If the Digital Assistant can’t solve your query, your conversation will 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. When escalating an issue, ensure you provide detailed information such as a clear description of the problem, any error messages or codes, steps already taken to troubleshoot, and the product and version you are using.
Tips for Providing Detailed Information
Clearly describe the issue you are experiencing.
Include any error messages or codes you have encountered.
List the steps you have already taken to troubleshoot the issue.
Specify the product and version you are using.
Watch the video to see how the new experience works
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 specialist when required.
Ability to track ongoing conversations and cases.