Overview
This article helps you manage Support Portal access for your team members. Support access allows approved colleagues to search the knowledge base, raise support cases, access live chat support, and use the Access Digital Assistant for instant AI-powered help and guidance.
All support queries go through the Digital Assistant, making this access essential for getting help with Access Volcanic. Access is controlled by the number of user accounts included in your Customer Success Plan (CSP) or contract.
Key benefits
Access and manage support cases raised in Support Portal.
Enable live chat support and instant AI assistance through the Access Digital Assistant.
Streamline support requests by giving multiple team members direct access to help.
Manage user access based on your plan's entitlements and business needs.
Connect to all support channels, as all support queries go through the Digital Assistant.
Before you start
Before managing Support Portal access, make sure you have:
Knowledge of your Customer Success Plan type and user limits.
Admin access to raise support cases if required.
Contact details for users you want to add or remove.
📌 Note: Support Portal access applies to your organisation's account, with user limits set by your Customer Success Plan or legacy contract.
🤓 Tip: New to the Support Portal? Watch the Customer Portal getting started videos to learn navigation basics and key features before managing user access.
Understanding user limits and plan entitlements
The number of Support Portal user accounts your organisation can have depends on your Customer Success Plan (CSP):
Essential: Up to 2 Support users.
Standard: Up to 4 Support users.
Premier: Up to 8 Support users.
📌 Notes:
If you're on a Classic plan, your Support user allowance is defined in your contract rather than the standard entitlements above.
If you need more user accounts, contact your Account Manager to discuss CSP options or additional access arrangements.
For more information about the Digital Assistant, see the Use the Digital Assistant guide.
Registering a new Support user
Follow these steps when a new colleague requires access to the Access Support Portal.
Before you begin
Confirm that a user account is available under your plan entitlements.
If you've reached your limit, remove an existing user first or contact your Account Manager to explore additional options.
Decide who will complete the registration form: either the new user or an administrator on their behalf.
📌 Note: If you're completing the form on behalf of someone else, log out of the Support Portal first or use a private/incognito browser window. Remaining logged in may prevent mandatory fields from appearing correctly.
⚠️ Important: Ensure the email address used for Support Portal registration matches the admin account email in your Access Volcanic website. This connection is essential for the Digital Assistant to work properly.
Steps
Open the Support User Registration form.
Provide the requested details for the new user, including name and work email address.
Submit the form.
A member of the Access team will process the request and grant access to your Support account.
You'll receive confirmation once the setup is complete.
📌 Note: The Access team typically processes requests within the next few business days.
🤓 Tip: For more information reach out to your Account Manager.
Removing or replacing a Support user
Use this process when a colleague has left your organisation or when you need to free up a user account for a new team member.
Steps
Use the Digital Assistant in the admin area (or Help Centre).
You will be given options to choose, e.g. I have a question. Select an option and type talk to a person to start a conversation with our Support Team.
Provide details e.g. full name and work email address of the user to be removed.
The Support team will remove the user and confirm when the account is available.
Once the account is free, register the new user using the process above.
🤓 Tip: If you need to replace users quickly, submit both the removal case and the new user registration at the same time to speed up the process.
FAQs
Q1: I can't see all mandatory fields on the registration form. What should I do?
Answer: If you can't see all mandatory fields on the registration form, this usually happens when you're logged in while completing it for someone else. Log out or use a private/incognito browser window and try again.
Q2: How long does it take to get Support Portal access?
Answer: Getting Support Portal access typically takes a few business days from submission. If your request is urgent or overdue, raise this with your Account Manager or contact support via the Digital Assistant in the admin area or Help Centre.
Q3: Where can I learn to navigate the Access Customer Portal?
Answer: To learn how to navigate the Access Customer Portal, watch the Customer Portal overview video. This comprehensive video covers navigation basics, key features, and helps you get the most from your Support Portal access.
Q4: Who is my Account Manager if I need to discuss additional user accounts?
Answer: If you need to discuss additional user accounts but don't know your Account Manager, contact support via the Digital Assistant in the admin area or Help Centre. Alternatively, use the Account Support hub to receive help on any billing or account queries.
Q5: What can Support users actually do once they have access?
Answer: Once Support users have access, they can access live chat support, as well as get instant help from the Access Digital Assistant. The Digital Assistant handles all support queries and is your first point of contact for Access Volcanic questions.
Q6: Can I have more Support users than my plan allows?
Answer: You cannot exceed the Support user limits set by your Customer Success Plan or contract. If you need more user accounts, contact your Account Manager to discuss plan upgrades or additional access options.
Q7: What happens if a user leaves our organisation?
Answer: When a user leaves your organisation, you should contact the Support team to remove them and free up their user account. Include their full name and work email address when submitting the removal request to ensure quick processing.
Q8: Why isn't the Digital Assistant working for my Support user?
Answer: For support access to work with the Digital Assistant, the contact details in the Support Portal must match the admin account used in your Access Volcanic website. The email address is particularly important for this connection to function properly.
Q9: I have multiple Access products. Do I require separate Support users for each?
Answer: Yes, if you have multiple Access products and want support for your Access Volcanic website specifically, the colleague needs to be added as a Support user for Volcanic. Support access is product-specific, not universal across all Access products.