You can view and manage your support tickets, track conversations, and access cases from the old portal directly in the Coins support portal. This article explains how to access the portal, view and reply to tickets, and what to do if you cannot see your cases.
Access the support portal
The Coins support portal is available through MyAccess. You must be a named Support Contact to raise and manage tickets on behalf of your organisation.
đNote: Only named Support Contacts can use the Access Digital Assistant and manage tickets. If you are not a named Support Contact, your internal named contact can interact with support on your behalf. Contact your internal system administrator to find out who your named contacts are.
View your tickets
Log in to MyAccess.
In the Access Digital Assistant, click the Tickets icon.
Select a ticket to review its details and continue the conversation with the support team.
To reply, select the ticket and type your message at the bottom of the conversation.
To download a transcript, click the three-dot menu, then select Download transcript.
đNote: If you do not see the Tickets icon, you have no open tickets. Cases raised in the old portal are accessed separately â see the section below.
Access cases from the old portal
If you have cases that were raised before the migration to the Coins support portal, you can still view and manage them through the old portal.