When you contact Support through the Access Digital Assistant, you may see references to both conversations and tickets.

Understanding conversations and tickets

Conversations

Every time you contact support, you begin a conversation.

Conversations are used for quick questions that can be resolved in the moment and are usually resolved quickly.

Examples include:

How to perform a task.
Questions about product settings.
Help finding an article.
Requests that don’t need investigation.

These are normally handled quickly in a few messages.

Tickets

Tickets are created when a conversation is more complex and needs deeper investigation or help from another team, and therefore take more time to resolve.

You don’t need to do anything — it all happens automatically within the same chat window.

Tickets are used for issues such as:

A technical problem requiring specialist review.
Possible bugs or system behaviour that needs engineering input.
Account or billing issues that need checks or approvals.
Issues affecting multiple customers.

Tickets ensure your issue is properly tracked, and so we can keep you updated on the issue.

Do I raise a conversation or a ticket?

There’s no need to decide whether you need a conversation or a ticket.

Just contact support as usual:

Start a conversation.
Ask your question.
Share details or screenshots.

We’ll take care of the rest.

Both conversations and tickets appear in the same familiar interface, so your experience stays simple and consistent.

View tickets

If a ticket has been raised with our support team, you can monitor your tickets at any time. You will only be able to see the tickets you have raised, not all of the tickets for your group.

To view and update a ticket:

Log in to Access Tonic.
Click the Message bubble on the bottom right of the screen.
Select Tickets, as shown below:

Recent tickets also appear on your Messenger Home, so you can quickly see the status of your open issues.

You will see a list of your current and past tickets, including:

Ticket title.
Ticket number.
Status.

Ticket statuses

Tickets display clear statuses such as:

In progress – our team is working on this ticket.
Waiting on customer – our team is waiting for further information from you to be able to progress the ticket.
Resolved – the issue has been resolved and an answer provided to you.

This helps you understand exactly where things are up to.

Update a ticket

If you need to share more information or ask a question about an existing ticket:

Log in to Access Tonic.
Click the Message bubble on the bottom right of the screen.
Select Tickets.
Select the ticket to update.
Scroll down and continue the conversation.

The support team will reply to you as soon as possible, and you can return to the conversation at any time.

Download ticket transcript

To download a transcript of a ticket:

Log in to Access Tonic.
Click the Message bubble in the bottom right of the screen.
Select Tickets.
Select a ticket to download.
Click the three-dots in the top right of the chat, and select Download transcript, as shown below: