Customers reach support through the in-app Message Launcher in their Access Unleashed account. They need a customer support plan and support enabled on their user before they can ask questions or make requests.
What the customer can reach
The Message Launcher holds their live and historic support activity.
Customers click the Message Launcher icon in the bottom right corner, then select Messages or Tickets.
New and existing conversations and tickets are available for them to view and to update.
A ticket created from a conversation appears as a link at the top of that conversation. Selecting the link shows the ticket state and key details.
The conversation holds every message before and after the ticket was created, so it stays the place to contact the customer until the ticket is resolved.
⚠️ Important: Email conversations are not available in the Message Launcher. A customer who asks to see an email query needs it moved to an in-app conversation or a ticket.
🤓 Tip: Tell the customer where to look when you set a ticket state. Pointing them at the Tickets tab in the Message Launcher saves a follow-up conversation.