You can check your support tickets, resolved cases and closed conversations at any time. Closed conversations stay visible in the Access Digital Assistant for a limited time, so this article also explains where to find older ones.
View your support tickets
If the support team has logged a ticket to investigate your query further, you can check it from the Access Digital Assistant.
Click the Access Digital Assistant icon in your product.
Click the Tickets icon.
Select the ticket you want to review.
To reply, type your message at the bottom of the ticket.
To save a copy, click the three-dot menu, then select Download transcript.
đNote: If you cannot see the Tickets icon, you do not have any tickets.
View closed conversations
When you are logged in, you can view a conversation for 14 days after it has been closed. After that, it no longer appears in the Access Digital Assistant. This is expected behaviour.
đ¤ Tip: If you want to keep the information from a conversation, export your transcript within the 14 days.
Find a conversation older than 14 days
If you need details from an older conversation, you have the following options.
Check your email inbox for any copies of the conversation you received at the time.
Review your previous cases in My Access Portal
Start a new conversation and ask the support team to review or reopen the previous case, including any details you remember from the original conversation.
View resolved cases in the My Access Portal
You can view a case that support has marked as resolved in My Access Portal.
đNote: If support has marked a case as resolved, you have 24 hours to reply and reopen it. After this period, if no reply is received, the case is fully closed.
Sign in to My Access Portal.
Click View All Cases.
Click the case that has been set as Solved.