⚠️Important: New feature coming soon - from 30th March 2026, tickets will be created for deeper investigation.
If your query requires further investigation, a member of our team may escalate your conversation to a support ticket. This allows us to track progress, involve the right specialists, and keep you updated.
A ticket allows us to:
Track your issue end-to-end.
Bring in the right experts.
Keep you updated at every step.
The video below provides a step-by-step demonstration of how support tickets are created and managed:
Understanding the difference between conversations and tickets
When you contact Support through the Access Digital Assistant, you may see references to both conversations and tickets.
Conversations
Every time you contact Support, you begin with a conversation.
Conversations are used for quick questions that can be resolved in the moment and are usually resolved quickly.
Examples include:
How to perform a task.
Questions about product settings.
Help finding an article.
Requests that don’t need investigation.
These are normally handled quickly in a few messages.
Tickets
Tickets are created when a conversation is more complex and needs deeper investigation or help from another team, and therefore take more time to resolve.
You don’t need to do anything — it all happens automatically within the same chat window.
Tickets are used for issues such as:
A technical problem requiring specialist review.
Possible bugs or system behaviour that needs engineering input.
Account or billing issues that need checks or approvals.
Issues affecting multiple customers
Tickets ensure your issue is properly tracked and so we can keep you updated on the issue.
Do I raise a conversation or a ticket?
There’s no need to decide whether you need a conversation or a ticket.
Just contact Support as usual:
Start a conversation.
Ask your question.
Share details or screenshots.
We’ll take care of the rest.
Both conversations and tickets appear in the same familiar interface, so your experience stays simple and consistent.
View tickets
If a ticket has been raised with our support team, you can monitor your tickets at any time. You will only be able to see the tickets you have raised, not all of the tickets for your property.
⚠️Important: To view all your tickets, log in through the product. All tickets may not appear when accessing the bot via the Help Centre.
To view and update a ticket:
Log in to Guestline/GuestPay/Newbridge.
Click the Support icon in the top right of the screen, then select Digital Assistant.
Select Tickets, as shown below:
Recent tickets also appear on your Messenger Home, so you can quickly see the status of your open issues.
You will see a list of your current and past tickets, including:
Ticket title.
Ticket number.
Status.
Ticket statuses
Tickets display clear statuses such as:
In progress – our team is working on this ticket.
Waiting on customer – our team is waiting for further information from you to be able to progress the ticket.
Resolved – the issue has been resolved and an answer provided to you.
This helps you understand exactly where things are up to.
Update a Ticket
If you need to share more information or ask a question about an existing ticket:
Log in to Guestline.
Click the Support icon in the top right of the screen, then select Digital Assistant.
Select Tickets.
Select the ticket to update.
Scroll down and continue the conversation.
The support team will reply to you as soon as possible and you can return to the conversation at any time.
Add to Safe Senders
To ensure you never miss ticket update emails, please add:
@theaccessgroup.com
@hospitality-accommodation.intercom-mail.com
Download ticket transcript
To download a transcript of a ticket:
Log in to Guestline.
Click the Support icon in the top right of the screen, then select Digital Assistant.
Select Tickets.
Select a ticket to download.
Click on the three-dots in the top right of the chat, and select Download transcript, as shown below:
This is downloaded to your device.