Starting with 5th August 2026, our support process has changed and you will no longer be able to raise cases via the previous process on our Customer Success Portal.
Use the Digital Assistant
The Access Digital Assistant is available 24/7 and uses our knowledge base to answer your queries and guide you to resolve any potential issues.
To use the Digital Assistant and escalate to Support if needed:
Log in to the MyAccess portal.
Click Ask a question on the left-hand side of the portal.
Select I need help with my Access products.
Select DutySheet from the list of products.
The Digital Assistant
will open in a new chat box.
See your previous cases
To take a look at your closed cases:
Log in to the MyAccess portal.
Click Ask a question on the left-hand side of the portal.
Select I need help with my Access products.
Select DutySheet from the list of products.
The Digital Assistant
will open in a new chat box.Select the Messages
tab.Click any of the conversations in the list to view them.
FAQs
How do I re-open cases?
If the Support Engineer has confirmed that your case is now closed, you will have one day to reply within the conversation in order to re-open it.
If you see the 'Your conversation has ended' message at the bottom of the messenger, this means the conversation can no longer be re-opened. Please click Ask a question to raise a new case.
Why can't I see Ask a question?
You need to be a named contact in order to have the 'Ask a question' option and speak to our Support team.
How do I get access to raise cases?
If you are not a named contact, please ask a member of your organisation with access to the 'Ask a question' option to get in touch with us and confirm that you should have access to raise cases.
Our Support team will enable this for you and will let you know once your permissions have changed.
Where can I read knowledge articles?
Our knowledge base is now available to all users via our Help Centre.
How can I add case collaborators?
If you need another one of your colleagues to participate on a case, you have two options:
After raising the case with Support, ask the Support engineer to add your colleague as a participant. Please provide them with your colleague's full name and email address.
When you receive an email with an update on your case, reply to it and add your colleague's email address in CC. That new address is automatically added as a participant to the conversation.
How do case collaborators see and reply to cases?
Case participants interact through email, not the Messenger.
Other participants:
• They receive every reply by email.
• They can reply directly to that email.
• Their reply is sent to the original customer and all other participants in the thread.
• They can also add or remove participants when replying.Original user who raised the case:
• They can see and reply in the Messenger.
• Their reply is emailed to all other participants.