Mintsoft provides multiple ways to get help directly within the application, ensuring you can find answers and resolve issues quickly. Your access to in-app support features depends on your Support Entitlement Plan. This guide explains the in-app support features available to you and how to access them.
Getting support
To start your support journey:
Log in to Mintsoft.
Locate the messenger icon in the bottom right corner.
Click to launch the messenger.
Then send a message.
The Access Digital Assistant will try and answer your question and, if needed, it can pass you over to one of the engineers to continue the support journey.
Your support options
All customers receive
Every customer has access to:
24/7 Digital Assistant (in-app).
In-app Chat.
Monday to Friday, 8:00am to 5:30pm GMT/BST.
Help Centre guides (in-app).
Case raising capability.
Important: Premier customers will be routed to their dedicated support team.
Standard and Premier plans include
If you're on a Standard or Premier plan, you also have access to:
Phone support.
Access Digital Assistant
The Access Digital Assistant is an AI-powered chat feature that provides instant support and answers to your questions about Mintsoft. Available 24/7, it acts as your virtual assistant, helping with common queries and offering quick solutions without waiting for human support.
Key benefits
Instant responses: Get immediate answers to your questions.
24/7 availability: Access help whenever you need it.
Natural language support: Type your questions in plain English.
Comprehensive coverage: Find help across all Mintsoft features and topics.
When to use Access Digital Assistant
Use the Access Digital Assistant when you need help understanding features, troubleshooting issues, or general guidance about using Mintsoft.
Note: The Access Digital Assistant is different from Access CoPilot. The Access Digital Assistant provides support and guidance, whilst Access CoPilot is a data retrieval and task automation tool that directly interacts with your Mintsoft system to help you find specific information, generate reports, and perform actions within your warehouse data.
In-app Chat
In-app chat connects you directly with the Mintsoft support team for real-time assistance with more complex queries.
Availability
Monday to Friday, 8:00am to 5:30pm GMT/BST.
When to use In-app Chat
Use in-app chat when you need personalised assistance from the support team for issues that require human expertise or detailed troubleshooting.
Help Centre
The Help Centre provides comprehensive step-by-step guides, tutorials, and documentation covering all Mintsoft features and processes.
Key benefits
Access instant answers to streamline your warehouse operations.
Find guides ranging from quick setup tutorials to advanced integration documentation.
Available 24/7, empowering you to maximise Mintsoft's capabilities independently.
Access the Help Centre
To access the Help Centre from within Mintsoft:
Launch the messenger from the bottom right corner.
Click Help.
Viewing support tickets
You can view your existing support tickets through the messenger in your Mintsoft account.
View tickets
If a ticket has been raised with the Mintsoft team, you can view and update your tickets within Mintsoft. To view and update a ticket:
Log in to Mintsoft.
Locate the messenger icon in the bottom right corner.
Click to launch the messenger.
Click Tickets.
Why can't I access in-app support?
If you or a colleague cannot access in-app support features such as In-app Chat and the Access Digital Assistant, check the following:
Verify that you are registered under your Support Entitlement Plan with Mintsoft on Salesforce.
(For Email Address users) Ensure that the email address associated with your Mintsoft account (Found within User Settings) matches the one listed in Salesforce.
Both email addresses must be identical for proper authentication against the Mintsoft Support Entitlement Plan.
(For Username users) Ensure that the email address (Example: [Username]@[Organisation].accessmyworkspace.com) given is correct in Salesforce.
Any changes made to details can take up to 24 hours to synchronise and grant access. If you're still having issues accessing your in-app support options, please contact your Customer Success Manager or Account Manager to resolve this.
Important: In-app support features, including Chat and the Access Digital Assistant, are exclusively available to warehouse users. These services are not accessible to third-party contractors or 3PL clients of Mintsoft.
Need more help?
If you have questions about your Support Entitlement Plan or need assistance with accessing in-app support features, contact your Customer Success Manager or Account Manager.