Starting with 5th August 2026, our support process has changed and you will no longer be able to raise cases via the previous process on our Customer Success Portal.
Use the Access Digital Assistant
The Access Digital Assistant is available 24/7 and uses our knowledge base to answer your queries and guide you to resolve any potential issues.
To use the Digital Assistant:
Log in to Assemble.
⚠️ Important: If you are logged in to Access Evo you will not see the Digital Assistant icon. Please open the Assemble software in order to see this.
Click the Digital Assistant
icon in the lower left corner.Select Ask a question.
Provide the Digital Assistant with details of your query or issues and follow the suggested steps.
See your previous cases
To take a look at your closed cases:
Log in to Assemble.
Click the Digital Assistant
icon in the lower left corner.Select the Messages
tab.Click any of the conversations in the list to view them.
FAQs
How do I re-open cases?
If the Support Engineer has confirmed that your case is now closed, you will have one day to reply within the conversation in order to re-open it.
If you see the 'Your conversation has ended' message at the bottom of the messenger, this means the conversation can no longer be re-opened. Please click Ask a question to raise a new case.
Why can't I see the Digital Assistant icon?
If you can't see the Digital Assistant icon, first make sure you don't have any pop-up blockers installed on your browser and that cookies are allowed.
In Access Evo:
Click your name in the top right corner and select My Settings.
Click Cookie Preferences on the left.
Enable all cookies and click Save.
Why can't I see Ask a question?
You need to be a named contact in order to have the 'Ask a question' option and speak to our Support team.
If you do not have this permission, the Digital Assistant icon will look like a magnifying glass 
. You can still access our Help Centre to view knowledge articles but you will not be able to raise a case.
How do I get access to raise cases?
If you are not a named contact, please ask a member of your organisation with access to the 'Ask a question' option to get in touch with us and confirm that you should have access to raise cases.
Our Support team will enable this for you and will let you know once your permissions have changed.
Where can I read knowledge articles?
Our knowledge base is now available to all users via our Help Centre.