Customers have two ways to reach support, and each one arrives in Intercom for the Support teams to handle.
Channel | Who can use it |
MyAccess Portal or in-app | Any user with a customer support plan and support entitlement. |
Phone | Customers on the appropriate customer support plan, with support enabled. |
For customers supported via the MyAccess portal need to log in via myaccess.theaccessgroup.com . Bookmarks and in-product links pointing at the old support portal do not redirect, so a customer who reports an unfamiliar support screen is usually on the old portal.
Customers can no longer raise queries by email; instead, they will receive an automatic reply pointing them to the in-app chat, and their conversation closes.
Who is entitled to support
Two things decide whether a person can raise a support query:
Customer Success Plan (CSP) on the account, see Access' Customer Success Plans.
Support enabled on their individual user record.
Support entitlement is held in Salesforce and syncs to Intercom overnight, so a change made today appears in Intercom tomorrow.
That leads to three situations worth recognising:
Entitlement has ended: The person cannot raise a conversation. Account Managers or Customer Success Managers can arrange the update in Salesforce.
A new user needs enabling: The person needs to register for access to the MyAccess Portal, after which their support entitlement in Salesforce is updated for each product they need access to. To register, users can use the form: Register for MyAccess.
Entitlement looks wrong: The user record may not have synced yet. Wait 24 hours since the update in Salesforce before requesting help from the Digital CX team.
⚠️ Important: Login errors for the MyAccess portal cannot be resolved by Access Digital teams. Direct them to Salesforce instead.