Since launching the new support experience in MyAccess on 24 March, we've enhanced its capabilities to help you resolve issues faster and track them more easily.
Track every conversation by reference number. When your conversation moves to our support team, you'll see a reference number you can quote in any follow-up.
Step away. Once a support engineer is assigned, you'll get an email when they respond, no need to wait in the chat window.
Smarter prioritisation. The assistant now uses AI to recognise issue impact and route urgent matters faster.
Subject lines that tell you what the email is about. Support emails now reflect the specific issue, so they're easier to find and reply to.
Clearer Messaging. We’ve updated how the messages present, making them easier to read and digest
Faster escalation when needed. we’ve trained AI to recognise better when you need human support, for those complex issues
We'll keep listening and monitoring how you use the assistant. As always, thank you for your feedback, this really helps shape what we build next.