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 on the 19th 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:
Accessing the Digital Assistant (24/7).
Help Centre guides.
In-app Chat functionality.
Viewing and raising support tickets.
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).
In-app Chat.
(From 19th of November) 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.
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.
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
Can I raise multiple issues in a single in-app chat?
We recommend raising one issue per conversation, just as you would with support cases. This helps both you and our team keep track of each issue more effectively. If you have additional issues to address, please start a new conversation for each one.
Can I speak directly to an agent?
Our Access Digital Assistant is available 24/7 and can help with most queries instantly. It uses our complete help centre content and learns from thousands of successful customer interactions to provide quick, accurate answers. The Assistant is regularly updated with the latest solutions and can often resolve technical issues without you having to wait for an engineer. If your situation requires specialised support, our team is available to help. Many customers find the Digital Assistant is the fastest way to get answers for common queries and troubleshooting.
What does this mean for me?
All your support activities will now be accessible directly within Mintsoft. You'll be able to get assistance from the Digital Assistant, use In-app Chat, access help guides, and raise cases 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 In-app Chat?
(From end of November) In-app chat is available Monday to Friday, 8:00am to 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.
Why can't I access in-app support?
If you or a colleague cannot access in-app support features such as Live 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.