There are multiple routes to get support with Weighsoft including calling the team directly, contacting the team via the new Digital Assistant on the MyAccess Portal or m if your system is hosted, access the Digital Assistant directly from within Weightsoft.
Support Options
Help Centre
The Help Centre contains hundreds of articles written by the support team and developers to cover a wide range of queries. It is constantly being added to and updated.
Everyone has access to the Weighsoft Help Centre 24/7.
Phone
If you are on a Standard or Premier entitlement you can call the support team on 01332 380311 during office hours (Monday to Friday, 8:00am to 6:00pm
Digital Assistant and the Support team via the MyAccess Portal
The MyAccess portal is where you can view all your account information including your flex points, account details, ticket history; and start new conversations with the Support Team.
You can find more details of the Portal here
To contact the support team via the portal:
Login to this link
Click on the Sign In button against the "I'm a Customer" section
Select Ask A Question in the "Need Help?" box on the left
Click on "Select a product"
Select "Weighsoft"
📌Note: If you log in as a guest, you will only get access to the Access Help centre, where you will find a range of articles, that could help you with any query you might have.
The digital assistant will then open from the bottom-right corner of the screen. If you are on the support entitlement for your company you can then click on "Ask a Question" and interact with the digital assistant.
If you experience issues logging into the portal or are unable to use the digital assistant when you believe you are on the support entitlement, please contact your account manager.
The Assistant can help with:
Common questions
Troubleshooting steps
Product guidance
It provides quick, accurate responses and is available at any time.
If your query cannot be resolved by the Digital Assistant you have the option to be transferred to a support agent. The assistant will give you the option, but you can also jump ahead by typing "Speak to a Human (or something similar).
The agent will receive the details of your conversation so far, meaning you will not need to repeat information!
Important: The Digital Assistant is online 24/7 but conversations can only be transferred to an agent during office hours. if a request for an agent is made outside of those hours the conversation will be held until an agent is available.
If the agent determines that the query cannot be resolved directly or will require further investigation they will convert the chat to a "Support Ticket". Communication will continue in the same channel and all previous details will remain in place.
Note: To learn more about Conversations and Tickets, please review our help guide.
Digital Assistant and the Support team from within Weighsoft (Hosted Systems only)
If your Weighsoft system is on an Access-Hosted server then you have the ability to access the Digital Assistant from within Weighsoft.
Within the application simply click on the chat bubble in the bottom-right corner
The digital assistant will then open and, if you are on the support entitlement for your company, you can interact with it and reach the support team as detailed above.
Viewing Support Conversations and Tickets
You can view your existing support tickets through the messenger in your Weighsoft account.
View active Support Tickets and Conversations
If a ticket has been raised with the Support Team, you can view and update your tickets via the messenger window either via the portal or from within Weighsoft:
Via the MyAccess portal
Login to this link
Click on the Sign In button against the "I'm a Customer" section
Select Ask A Question in the "Need Help?" box on the left
Click on "Select a product"
Select "Weighsoft"
When the Messenger window opens you can click on "Messages" to view your conversations or "Tickets" to view your tickets.
From Within Weighsoft (Hosted Systems only)
Log in to Weighsoft
Locate the messenger icon in the bottom right corner.
Click to launch the messenger.
When the Messenger window opens you can click on "Messages" to view your conversations or "Tickets" to view your tickets.
Support Ticket Statuses
If the ticket shows as black and "With Us" it means it is currently with the Support team being investigated.
If the ticket shows as orange and "Waiting On You" that means the Support team have sent you a response and are waiting for your reply. Click on the ticket and select "Continue the Conversation" to get back to the team.
If a ticket shows as green then it has been marked as Resolved. Once a ticket is resolved you can reopen it with 24 hours by clicking on "Continue the Conversation". The ticket revert to "With us" and be re-assigned to the engineer.
Viewing Historical Support Tickets and Conversations
Historical Chats can only be viewed from within the messenger window.
Historical or Closed Tickets, can be viewed by going to the MyAccess portal and clicking on the Support Cases option on the left.
That will then take you to the familiar portal screen where you can view your older support tickets, including those from before the move to the current system.
Note: Tickets are only visible in this location once they have been marked as Closed.
Access Digital Assistant
The Access Digital Assistant is an AI-powered chat feature that provides instant support and answers to your questions about Weighsoft. Available 24/7, it acts as your virtual assistant, helping with common queries and offering quick solutions without waiting for human support.
You can access the Digital Assistant by clicking on the messenger icon in the bottom-right corner of your hosted Weighsoft system
With that window open you have the options to Search for Help which will direct you to the Weighsoft Help Centre.
If you are on a support entitlement (meaning you have been approved to raise support cases) you can also click on Ask a Question to talk to the AI Assistant. The Assistant will try and answer your question and, if needed, it can pass you over to one of the engineers to continue the support journey.
Key benefits
Instant responses: Get immediate answers to your questions.
24/7 availability: Access help whenever you need it.
Natural language support: Type your questions in plain English.
Comprehensive coverage: Find help across all Weighsoft features and topics.
When to use Access Digital Assistant
Use the Access Digital Assistant when you need help understanding features, troubleshooting issues, or general guidance about using Weighsoft.
📌Note: The Access Digital Assistant is different from Access CoPilot. The Access Digital Assistant provides support and guidance, whilst Access CoPilot is a data retrieval and task automation tool within Evo that directly interacts with your Weighsoft system to help you find specific information, generate reports, and perform actions.
Help Centre
The Help Centre provides comprehensive step-by-step guides, tutorials, and documentation covering all Weighsoft features and processes.
Key benefits
Access instant answers to streamline your warehouse operations.
Find guides ranging from quick setup tutorials to advanced integration documentation.
Available 24/7, empowering you to maximise Weighsoft's capabilities independently.
Access the Help Centre
To access the Help Centre from within Weighsoft:
Direct Link
The Help Centre can be navigated to directly from any device via this link.
In-App on Access-Hosted Systems
Launch the messenger from the bottom right corner.
Click Help.
In-App on all systems (only available in Weighsoft 5.534 or higher)
Click on the Quick Support button
Click on Access our Knowledge Base
Introducing our brand new Access Portal
If you are a customer that is using the Weighsoft application on premise, you will be able to access:
Ask a Question (suitable for users with an active CSP Contract, and also named contact only).
Raise a support case.
Access to knowledge-based articles.
Phone Support (Customers on Standard or Premier Entitlements only).
Check the service status of our software for any updates.
🤓Tip: To find out more, please click here!!
How to access the Access Portal
You can access the Access Customer Portal by clicking here, and you will be directed to 3 options:
I'm a Customer.
I'm a guest.
I've not logged in before.
If you are a customer already, just sign in with your Username (Which is usually your email address) and your password.
📌Note: If you log in as a guest, you will only get access to the Access Help centre, where you will find a range of articles, that could help you with any query you might have.
How do I connect to the Access Digital Assistant?
If you want to connect with the Access Digital Assistant, you can do so by following the steps below:
Click on Ask a Question, which you can find on the left-hand side or in the centre under Your Access products.
If you need help with your Access Account click the Contact us option or if you need help with your Access Products click Select a product.
Select the relevant product, and then you should see Digital Assistant pop up in the bottom right corner, where you can ask question.
Why can't I access in-app support or raise cases?
If you or a colleague cannot access in-app support features such as In-App Chat and the Access Digital Assistant, check the following:
Verify that you are registered under your Support Entitlement Plan with Weighsoft on Salesforce.
Ensure that the email address associated with your Weighsoft account (Found within Administration>Users) matches the one listed in Salesforce.
Both email addresses must be identical for proper authentication against the Weighsoft Support Entitlement Plan.
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.
Important: In-app support features, including Chat and the Access Digital Assistant, are exclusively available to Access-Hosted users. These services are not accessible if Weighsoft is being run from your own server.