What’s changing?
From 8 April 2026, we're upgrading your support experience. The Coins Help Portal and Client Area are being replaced by a modern, connected platform powered by Intercom and StatusHub. Your new Help Center will be fully searchable and AI-assisted, maintenance notes and important notices will be delivered automatically via StatusHub, and support cases will be raised through the MyAccess Portal.
Will I lose any content or information I rely on today?
No. All existing content is being migrated before go-live, and nothing is being deleted. Improvements are being made that may delay content being published. If you need content that you previously used that is not yet published, please let one of our analysts know in a human conversation and we will make it available to you.
When is this happening?
The new experience went live on 8 April 2026. Communications were sent ahead of this date with details you need to know, including a webinar on 1 April, which is now available to watch on demand in the Help Center.
What is Intercom?
Intercom is the platform powering your new Help Center. It gives you instant, AI-assisted answers from our full knowledge base and connects you directly to our support team when you need human help. It replaces the Coins Help Portal and brings everything together in one place.
What is StatusHub?
StatusHub is where you'll receive maintenance notes, important notices and service status updates, replacing the notifications that previously came through the Client Area. If you currently have an existing Client Area notice subscription, you'll be automatically migrated to a StatusHub subscription ahead of 8 April. You can also subscribe directly here.
What happens to the help links inside the Coins product?
From 8 April, all in-product help links automatically point to the new Help Center. You don't need to do anything — this is handled as part of the go-live.
Do I need to do anything before 8 April?
Very little. All links will be redirected and content migrated on your behalf. We do recommend subscribing to StatusHub (if you’re not already subscribed) ahead of go-live if you want to receive maintenance and service notifications.
What if I can’t find something after go-live?
Use the search in the new Help Center first — some content may have been reorganized or consolidated as part of the migration. If you can't locate something you need, contact your Support team or your Customer Success Manager and we'll help you find it.
Who do I contact if I have a question?
Reach out to your Customer Success Manager or Support team at any time. A customer webinar was held on 1 April which can be watched back at your convenience. Please visit the Intercom Help Center to catch up on the latest webinar.
Webinar FAQs
Will AI provide the super admin passkey?
No, the process for requesting Super Admin Passkey still requires a support analyst. If needed, please initiate a conversation with a support analyst via the Digital Assistant.
Will the Digital Assistant have access to view historic cases and provide support based on this, which would then provide a more tailored customer experience?
The customer facing Digital Assistant does not currently use customer data or historical cases. Access Coins support staff do have access to historical cases and can use this information to help triage and provide resolutions when a conversation is passed from the Digital Assistant to a Human Support Agent or Ticket.
Will we be able to view our old cases?
Historical cases from before the introduction of the Digital Assistant as well as closed conversations and closed tickets from the Digital Assistant will all be visible in the My Access Portal under Support Cases.
Will we still use the same link to access the new process?
Yes, your existing links will continue to work for the new platform, with redirects in place starting 8th of April.
Is the help documentation just being ported across as is, or improved?
As part of the move to our new platform, all of our help center content is being reviewed and transformed, so some articles and links may be temporarily missing or incomplete. Your feedback helps us prioritize what needs attention most, and your comments will be passed directly to our content team to address as soon as possible. Please start a conversation in the Digital Assistant to let us know if specific content you are looking for is missing or incomplete.
Will there be live support agents during work hours?
Yes, live Support agents are available during non-holiday business hours for the region in which you are supported.
For users logging support calls on the standard success plan where only 4 users are allowed... with this change will more users be able to log in and use the AI tool?
No, the level of plan users remains the same with 4 available with a Standard Customer Success Plan.
Is the AI going to be available if we haven't subscribed to Evo?
Access Coins Evo is not required for the new AI enabled support experience. All active supported customers will be using the new My Access portal and Digital Assistant for support.
Does that mean that other users will be unable to access any documentation if we only have 4 users allowed on Standard Success Plan?
No, all Access Coins end users will continue to have access to the Coins Help Center product documentation. They view and search the site using the built-in navigation and search bar.
Do you have to have a support package with Access already, or is this available to all?
The new Digital Assistant is available to all supported Access Coins customers regardless of plan level. Customers with a Standard Customer Success plan may have up to 4 authorized users of the Digital Assistant, Conversations and Tickets. Premier Customer Success plan customers have up to 8.
How accurate is the AI model in regard to providing actual support as opposed to generic responses; will this help different levels of Coins users from normal users to SME's?
The Digital Assistant uses the information contained in the Help Center. We expect that the responses will help answer “how-to” type questions initially and the level of questions it can assist with will increase over time as we receive feedback and update the content.
Do you have to go through the AI experience first before you can log a support case or can you bypass the AI assistant?
Yes, all tickets begin as a conversation with the Digital Assistant. For urgent items such as system down, include your request to speak to a human agent in your initial ask to the Digital Assistant.
Are there going to be any improvements in how quickly tickets are responded to and resolved once they are created?
We do expect ticket resolution times to improve over time as Access staff have a more modern AI supported platform in which they will now be working.
Do you think the AI will be intuitive enough to respond to the actual error message produced in Coins?
Yes, we do expect the Digital Assistant to be able to provide either the direct reason for an error message and/or steps to triage why an error message is displaying. As users request help with specific error messages, if there is missing and/or incomplete data, please let the support team know and your comments will be passed to the content management team.
Are there guarantees on the advice offered by the AI support? On Copilot (other AI applications) it states 'AI-generated content may be incorrect' and can often be wrong with its solutions. I can imagine this being very useful for straight forward, low risk, standard page issues but worry about more complex, higher risk issues.
It is recommended that advice from the Digital Assistant as well as Access staff is first tested in a non-production environment by you to verify the results before modifications are made in Live.
Do you foresee it slowing down access to human help? For example, with payroll issues where they are time critical and very business specific.
No, the level of response should be equivalent to previous processes and is expected to improve as both customers and Access Coins staff become more experienced using the new platform.
Does the agent supporting have a MIC (Minimum Information Capture) they are required to go through to avoid the back and forth before investigation is looked at? One thing I've noticed is if newer members of the company with an issue are raising cases this normally takes a couple days of back and forth before all correct information has been provided.
Currently the Digital Assistant does not have a MIC in place. We ask users to provide as much information as possible to help the analyst picking up a Conversation and/or Ticket. Helpful information to include, but not limited to: version, environment (Live, CPLive, Test, etc...), Company (kCo), corner to corner screen shot including URL, any steps taken to produce the issue, the business impact, how many users are impacted, have there been any recent system updates or parameter setting changes.
Can you still add case collaborators?
Yes, the support engineer assigned to your ticket can add a participant (formerly, a collaborator) to your case. Just let them know who should be added. The participant(s) will then receive emails when the ticket is updated.
Does the AI look at existing Coins bugs and fixes when you report an issue?
The Digital Assistant has access to the individual updates and fixes that have been released for both versions and maintenance updates. If a fix is in-process and not yet released, the Digital Assistant does not have that information.
Will we also have access to the statuses of new cases if these aren't visible within salesforce?
Open tickets and conversations are available to the person who entered them in their Digital Assistant within the My Access portal. For tickets, users can request a colleague be added to the ticket to receive email updates when the ticket is updated. Closed conversations and tickets, along with historical closed cases from the old system, will all be visible in the My Access Portal under Support Cases.
Is there visibility on the logged ticket as to who in Access the call currently sits with?
Yes, when you click on a Ticket in the Digital Assistant, it shows at the top who is managing your ticket.
Can third parties be cc'd into support calls i.e. vendors where an API to Coins exists?
Yes, a participant on a Ticket can be a Third Party if an authorized support user requests that they are added. We would caution you that by requesting a Third Party you are authorizing them to receive email updates containing details of the ticket and the ticket comments.
If we have a premier success plan will our lead technical support person be able to see our AI digital queries or just those that progressed to a support case?
Yes, your lead technical engineer is able to see Digital Assistant conversations, human support analyst conversations, and tickets that you have initiated.
How does this live agent feedback impact customers who are paying for Premier CSP?
There is no change to the Premier CSP SLA response times for Tickets.
How do we manage tickets and ownership: If an Analyst is raising the cases, then these would be owned and directed by the analyst? How would case visibility across an organization work?
Tickets are owned by the customer contact who initiated the conversation/ticket and an assigned analyst at Access Coins. All conversations/tickets that an authorized customer support contact initiates will be visible in their Digital Assistant on the My Access portal.A support authorized user may request a participant is added to a ticket record to receive an email when the ticket is updated.
Will a client be able to raise a ticket or are we reliant upon the analyst now carrying out this administration?
As a support authorized user, you may request that a ticket is raised via the Digital Assistant. The analyst who then receives this request will convert the conversation to a Ticket.
Will the StatusHub be able to firstly show meetings that had been setup for consultancy calls and if we are using multiple regions will this also be able to only show for the correct region?
The StatusHub does provide filter by region. The StatusHub is not a customer-specific portal, therefore it does not contain any customer-specific project scheduling commitments such as consultant bookings. It is instead used for Access Coins to communicate Coins related Important Notices and Maintenance Notes.
Is there a way for us to provide feedback if this new process isn't meeting our needs? How would we give that feedback?
Please start a conversation in the Digital Assistant and ask to speak to a human to provide us feedback on the new experience or to let us know if specific content you are looking for is missing or incomplete. Your comments will be passed directly to our content team to address as soon as possible.
Will there still be Excel Files of the Maintenance Updates?
Yes, excel file versions of the MUs are still available on the new Coins Help Center.
Will it automatically inform our Customer Success teams, too?
There is no automated notification, however Customer Success Managers have access to view any conversations and tickets that have been raised.
Will this change how cases are handled when they need to be routed to our Project Manager for assigning an analyst? Currently, those get moved to another menu location.
Any requests for open Projects that are initiated as a Ticket with Support will have the Support ticket closed. The Professional Services team will then reach out to you via email with next steps for the request.
Did the Toggle Help get removed with that update? I'm not seeing it in one of my non-live environments.
The toggle help is still available and in place for all versions. If you do not see it, we recommend logging a case with Support via the Digital Assistant to investigate.
If we are able to ask internal questions, say about invoices within the system, does that mean the AI agent has open access to our environments?
In the MyAccess portal, you are able to Ask a Question regarding your account with Access or separately about an Access product for which you have support. These 2 digital agents are separate. The Access product Digital Assistant does not have access to your Coins data.
I am using 12.04 but I still redirect to the old Help Portal within the Coins Client.
The redirect to the new sites will be in place as of 8th of April. For v12.04 and v12.05 users, the new links for the Documentation menu item is available in the March 23rd Maintenance Update.
Will there be a guide issued separately solely for querying with the AI assistant without raising support tickets?
Not at this time.
Will all support cases have to be channeled through in this way or can we contact via phone/email?
Yes, the Digital Assistant is the new primary way for initiating a ticket with support. Depending on your customer
success plan level and region, telephone is available, however not preferred, as it is manual and does not allow for images and other key supporting information that enables support to respond faster to your request.
Is the UI for the StatusHub configurable or are we restricted to a calendar view?
The Status Hub has an active events by date view and the calendar view; it does not have a list view.
Can we control who has access to the support Assistant? We wouldn't want our users to access this.
Yes, only contacts you designate as authorized to log a support case will have permissions for the Digital Assistant.
On other AI tools I’ve seen, you can say if you have had good responses with thumbs up or if bad guidance a thumbs down... will we who log calls be able to help build on this side or will the support team only have that?
Yes, similar rating functionality to provide feedback is built into the Digital Assistant.
It looks as though we've lost some useful functionality in terms of viewing the tickets. I use the 'last updated' frequently to allow appropriate chasing. It looks as though this is no longer available?
The interface for Conversations and Tickets is different to the case listing in Salesforce. When you look at a Ticket there is an attribute that shows how long the Ticket has been in the current status. Conversations show the duration of time since the last comment.
Will the "emergency" support by phone number still be available after hours or do we reach that support through My Access Digital Assistant?
In the US, the After-Hours Support for Emergency assistance is still available by phone only 518-242-7200. The number will connect you to our answering service, which will reach out to the on-call analyst. The Digital Agent cannot be used for After Hours Emergency Support.