We're enhancing your support experience by consolidating all support activities within Mintsoft. This means faster, more convenient access to help when you need it. This change will take effect by the end of November. You'll be contacted within Mintsoft once complete.
What's changing
Support available in-app
You'll be able to access the following directly within Mintsoft:
Viewing and raising support cases.
Accessing the Digital Assistant (24/7).
Help Centre guides.
Live Chat functionality.
Still available through your support portal
The following will remain available through your existing support portal:
Billing enquiries.
Account management.
Your support options
All customers receive
Every customer has access to:
24/7 Digital Assistant (in-app).
Live Chat (Monday to Friday, 8:00am to 5:30pm GMT/BST, in-app).
Help Centre guides (in-app).
Case raising capability.
Tip: 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.
How to access support
To access support through the in-app messenger:
Locate the messenger icon in the bottom right corner of Mintsoft.
Click the icon to launch the messenger.
Send a message.
Note: To learn more, please review our Support offerings in Mintsoft.
Key benefits
The new in-app support system provides:
Seamless in-app support experience.
Faster response times.
24/7 Digital Assistant availability.
Consolidated support platform for improved efficiency.
For questions about your support options, please contact us through the in-app messenger.
Frequently Asked Questions
What does this mean for me?
All your support activities will now be accessible directly within Mintsoft. You'll be able to raise cases, use Live Chat, access help guides, and get assistance from the Digital Assistant without leaving the application.
Can I still use Salesforce to raise cases?
No, case raising through Salesforce will no longer be available. All case management will move to the in-app messenger within Mintsoft, providing a more streamlined experience.
When will this change happen?
This change will take effect in November. You'll receive a notification within the app once the transition is complete.
Will I lose access to my existing support cases?
No, the team will handle all existing cases until resolution.
How do I contact support for billing queries?
Billing enquiries will continue to be available through your portal, as they are currently.
What if I have a Standard or Premier plan? Can I still call support?
Yes, phone support remains available for Standard and Premier plan customers.
What are the support hours for Live Chat?
Live Chat is available Monday–Friday, 8:00am–5:30pm GMT/BST.
What can the Digital Assistant help me with?
Access Digital Assistant is a conversational support tool that answers questions and provides guidance about using Mintsoft. It works like a virtual help desk, offering instant responses to common queries.