What to expect when you contact support
When you need help, your journey starts with the Access Digital Assistant. It will guide you through answers, troubleshooting steps, and share relevant help content.
If the assistant can’t resolve your issue, it will seamlessly pass your query to our support team.
⚠️Important: The Access Digital Assistant is only available to named Support Contacts in your company. If you aren't a named Support Contact, you may still have access to the Access Digital Assistant, but it won't be the same experience as described in this article.
You can find the Access Digital Assistant for Mintsoft here:
What is the Access Digital Assistant?
The Access Digital Assistant provides quick, automated answers.
Simply choose a topic or type your question, and the assistant will answer your question or ask clarifying questions. If the Access Digital Assistant is unable to help, it will pass your query to our human support team, who are available for more complex issues.
Key benefits
Immediate answers to common questions.
Direct access to relevant help content.
Available 24/7 whenever you need help.
Seamless escalation to Human Support.
How to use the Access Digital Assistant
In Mintsoft, click the Access Digital Assistant
icon.Select a topic or type your query.
Review the guidance or open the suggested articles.
Let the Access Digital Assistant know if it has answered your question, or if you need further help.
Best practices for asking questions
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.
Examples
Not recommended: Has John Doe logged in today?
Recommended: How do I check user login history?
Providing feedback
At the end of your conversation, you’ll be asked whether your question was answered. Your feedback helps us improve both the assistant and our support experience. It also helps the Access Digital Assistant route you to human support if it hasn’t helped.
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 have access to other channels too.
🤓Tip: If you’re not a named contact, your internal named contact can interact with the Access Digital Assistant on your behalf.