On 30 March 2026, we are introducing improvements to the support experience within the MyAccess Portal. These updates will make it quicker and easier for you to get help, through AI-powered support and chat functionality.
From your perspective, the main change is how you interact with us once you have selected the products you need help with.
How to Connect with an Agent on MyAccess Portal
What's changing?
Currently, after selecting the product you need help with, you are asked to complete a form before your request is reviewed by our support team.
Soon, instead of these processes, you will be connected directly to the Access Digital Assistant, an AI-powered vitual support tool available within the portal.
Key benefits
Faster answers: Our new in-app messenger, powered by generative AI, gives you immediate access to helpful knowledge base answers, tips, and updates all within the app.
Convenient access: Browse knowledge articles directly in your software.
24/7 availability: Access help any time, day or night.
Seamless support: If the Access Digital Assistant can't answer your query, a member of our support team will automatically take over, ensuring that you’re always in the right hands.
Why we're making this change
Customer satisfaction is our highest priority, so we're always looking for ways to improve your experience. This includes a commitment to improve response times and provide the required support. We've tested this experience with some of our customers who found that most questions were resolved faster, and satisfaction rates were higher than ever.
By leveraging AI, we aim to provide a quicker path to resolution, but we also know some queries require a human touch, so our team is still available when needed.
How it works
The Access Digital Assistant provides an answer, or escalates your issue to the team if required. If a ticket needs to be created outside of the chat, we’ll handle that for you.
We’re confident this improvement will make your support experience smoother and more efficient. We look forward to continuing to provide the highest level of support to you and your team.
Access the MyAccess Portal and Digital Assistant
To log in to your MyAccess Portal and connect to the Digital Agent, follow these simple steps:
Log into the MyAccess Portal.
Click on the Ask a question button within the need help section on the left hand side.
Click on Select a product.
Click on the product Access Abacus.
The Digital Assistant will pop up. Click the Ask a question button within the pop up.
You will be taken directly to a chat with the Access Digital Assistant. Enter your query and you'll be provided a speedy response.
The assistant is available to your 24/7 and will provide quick, accurate responses for:
Common questions.
Troubleshooting steps.
Product guidance.
If your query can't be resolved by the Digital Assistant, you will be transferred to a support agent, who will be able to see all the details of your conversation so far. If a ticket needs to be created outside of the chat, we’ll handle that for you.
Tickets
If your query needs to be investigated into further, the support agent will create a ticket for you.
You'll only be able to see the tickets tab on your digital assistant once a ticket has been created for your query.
All your tickets will be visible within this section:
When you click into the ticket, you'll be able to see further details of your ticket.
You can click View conversation to continue communicating with the support agent, if you require an update or need to provide more information to them.
Any status updates for your ticket can be seen at the very top:
