The Access Digital Assistant is your starting point when you need help. It provides answers, troubleshooting guidance, and relevant help content to help you resolve your query quickly. If the assistant cannot resolve your issue, it can hand your query over to our human support team.
⚠️ Important: The Access Digital Assistant is only available to named Support Contacts in your company. If you are not a named Support Contact, you may still have access to the assistant, but your experience may differ from the one described in this article.
📌 Note: If your query relates to your Access account, contract, or invoices, use our Account Support experience.
Use the Access Digital Assistant
The Access Digital Assistant provides quick, automated answers to help you resolve questions efficiently. It can guide you through troubleshooting steps, offer tailored suggestions, and surface relevant help content.
Using the Access Digital Assistant gives you:
Instant answers to common questions.
Direct access to relevant help content.
Support available 24/7.
Easy escalation to human support when required.
📌 Note: If you need to speak to the support team outside normal hours, the Access Digital Assistant passes your query to the team. They will respond when they are back online.
To use the Access Digital Assistant for FastTrack360 on MyAccess Portal:
In MyAccess, go to Need Help? then click Ask a question.
Click Select a product, then select the product your question relates to.
The Access Digital Assistant opens in the bottom-right corner of your screen.
Click Ask a question, then enter your query.
Review the guidance or open the suggested articles.
Let us know whether the guidance answered your question or whether you need further help.
Ask Effective Questions
Here are some tips on how to ask the questions that get you the best answers:
Use the assistant within the product you need help with; guidance is tailored.
Keep questions short and clear.
Rephrase or break down complex issues if needed.
Start a new conversation for unrelated topics.
Avoid overly specific, personal-data-focused queries.
❌ Not recommended: Has John Doe logged in today?
✅ Recommended: How do I check user login history?
Provide Feedback
At the end of your conversation, the Access Digital Assistant asks whether your question was answered.
Let the assistant know whether the guidance answered your question.
If you still need help, use the available option to continue your support journey.
Your feedback helps us improve the assistant and our support experience. It also helps ensure you are routed to human support when needed.
View Support Tickets
If the Access Digital Assistant escalates your query to the support team and further investigation is required, the support team will convert your conversation into a ticket.
To view and manage your tickets:
In the Access Digital Assistant, click the Tickets icon.
To review a ticket, select the ticket.
To reply, select a ticket, then enter your message at the bottom.
To download the transcript, click the three-dot menu, then select Download transcript.
📌 Note: If you do not see the Tickets icon, you do not have any tickets.
Access Further Support
Your Customer Success Plan determines which support channels are available to you.
Named Support Contacts on any Customer Success Plan level can use the Access Digital Assistant.
Customers on a Standard or Premier Customer Success Plan may also have access to other support channels.
🤓 Tip: If you are not a named contact, your internal named contact can interact with the Access Digital Assistant on your behalf.
Get Account Support
If you have queries about your account or contract with The Access Group, use our Account Support experience.
The Account Support experience can help with:
Obtaining invoices and account statements.
Making remittances.
Understanding the account reconciliation process.
Setting up a direct debit.
Managing purchase orders and invoices.
Requesting company name changes.
Updating addresses or contact details.