This article covers frequently asked questions about how customers access support's MyAccess portal, how entitlements and permissions are managed in Intercom, and product-specific access details.
Important: Login errors for the MyAccess Portal cannot be resolved by Access Digital teams and should be directed to Salesforce instead.
Accessing the MyAccess portal
The following questions cover how customers log in to the new support portal and how to resolve common access issues.
Why are some customers still being taken to the old portal?
This is typically caused by customers using a bookmarked link to the old portal, or using the 'Create Case' link that is hard-coded into some products. The old link (https://accessgroup.my.site.com/Support/s/createcase) cannot be redirected and will take customers to the old experience.
Customers should update their bookmarks to the new URL. An ADO has been raised to update in-app links in the products themselves, which will be released in a future update.
A customer sees '0 support options available' when they log in. What does this mean?
This message appears when a customer is using the old support portal rather than the new MyAccess portal. There is a banner on the old portal with a link to the article explaining the new support process. Direct them to the correct URL: https://myaccess.theaccessgroup.com/
A customer is getting the message 'You are not on entitlement', but they are. What should I do?
Check Intercom for their contact record. If they have multiple entries, use the contact with the longest User ID.
If they still show as not entitled, their Salesforce entitlement may not have synced to Intercom yet. Add temporary tags to fix the issue in the short term. The nightly sync from Databricks will then update the CSP and Named Contact fields.
Why are some companies not showing in Intercom?
A company record is created when the user first logs into Intercom. It is also planned as part of the nightly overnight import. The number of companies visible will grow as customers use the portal and as the sync runs.
Can a customer change their email address linked to their Intercom account?
Email addresses cannot be edited directly in Intercom — there is no agent-facing option to do this.
For non-hosted customers, the change must be made in Salesforce, and it will sync across to Intercom automatically. This sync runs on a nightly schedule, so allow up to 24 hours for the update to appear in Intercom before escalating.
For hosted customers, the email address may also be their Evo login, so any change needs careful consideration to avoid loss of access to other systems.
Will we still use Salesforce alongside Intercom?
Salesforce will remain accessible mainly as a knowledge reference, but the goal is to stop using it for active support. Customers will be redirected to the MyAccess portal.
Can customers raise cases in both Salesforce and Intercom?
No. Once live on Intercom, customers will be redirected away from Salesforce.
Entitlements and permissions
The following questions cover how to check and manage customer entitlement levels and access permissions.
How do we check whether a customer is a Premier customer in Intercom?
The entitlement level is visible in the User Data section of a conversation or ticket. Pin the CSP type attribute to keep it visible. You can also pin the CSM Owner and Flexpoints attributes in the same way.
Will third-party providers and accredited resellers be able to access support through Intercom?
This depends on how they are currently set up. If they have an entitlement and company record in Salesforce, this data can be migrated to allow them to access the MyAccess portal as before. If they do not have an entitlement, a first-line agent can raise the ticket on their behalf and add them as a contact on the case. The exact process is still being confirmed.
Can a user add more contacts or grant another user access to support cases?
The other user's support entitlement in Salesforce needs to be updated for each product they want support access to. Once updated, it will sync through to Intercom. This is handled by the same team as before.
A customer's entitlement has ended. What happens when they try to raise a case?
If the entitlement in Salesforce has ended, or if the person is not listed on the entitlement, they will be unable to raise a conversation through Intercom. The best approach is to contact their Account Manager or Customer Success Manager to have their entitlement updated. Salesforce is used as the CRM and any changes there will sync through to Intercom.
If we phone a customer, does the call log update the ticket automatically?
Yes. The call log, a summary, and a recording all appear on the conversation. You would then typically send the customer a follow-up message summarising what was agreed.
Can we create customer-specific articles?
Yes. Articles can be made 'unlisted' and combined with audience rules so specific customers are served relevant content without it appearing in the general Help Centre.