Overview: Support requests in Active begin either as a conversation with Coach (our AI Support Agent) or as a ticket, depending on your firm’s Support Access Setting. This guide explains the difference between conversations and tickets, how they appear to users, and what each support option enables for your team.
Conversations vs Tickets
When you contact Support from the in-app messenger or via email, your interaction will remain as a conversation or be raised as a ticket, depending on your firm’s Support Access Setting.
Conversations
Most support requests will start and finish as a conversation. Conversations are ideal for quick questions or simple support tasks that can be answered immediately by Coach or resolved in a short exchange.
Visibility of Conversations
A conversation can only be seen by the user who created it.
Conversations are not visible to other users in your firm, unless:
Another user has been added as a participant to your conversation.
Conversations do not appear in the Ticket Portal.
Conversations can be viewed via the in-app messenger or via email notifications.
This option is designed for fast, lightweight support with minimal administration.
Tickets
A ticket is used when your support request needs to be tracked, investigated, or worked on over time. Tickets remain open until your issue has been resolved and formally closed.
Visibility of Tickets
Tickets you create (or are added to) can be seen in the tickets section of the messenger.
Your created tickets are also visible in the Ticket Portal.
All tickets logged by anyone in your company can be viewed in the Ticket Portal, giving your organisation shared visibility over support history, progress, and resolutions.
Tickets are suitable for support requests that require follow-up, collaboration, ongoing updates or better internal tracking - such as feature requests, bug reports, or issues that need investigation over time.
Support Access Setting
These settings determine whether users can escalate conversations or create tickets when contacting support.
Standard - All Users
It is the default setting for all Active firms.
With this setting:
All users can start conversations with Coach.
If additional assistance is needed, Coach may escalate your conversation to a human support team member.
Users cannot create tickets directly.
This option is well-suited to firms who prefer a simple, AI-led support experience where escalation happens only when required.
Selected Users Only
This setting is intended for larger firms and organisations with their own internal IT or support teams, where support requests are first reviewed, triaged, or resolved internally before being escalated to the Active Support team.
With this setting:
Only selected users at your firm can escalate a support conversation to a human agent.
Unapproved users can still interact with Coach for support, but they will not be able to escalate directly to a human agent. They will instead be redirected to their own internal IT or support team.
When a conversation is escalated by an approved user, it is automatically converted into a ticket, ensuring full visibility via the Messenger and the Ticket Portal.
Approved users can also log tickets directly, without needing to begin with a conversation with Coach.
NOTE: Direct ticket logging should be used only when Coach is unable to resolve the issue or when the request requires follow-up, tracking, or collaboration.
When this setting is first enabled, all users with the role of Owner or Admin are automatically granted permission by default, giving your organisation immediate control over escalation decisions without configuration delays.
To update the Allowed Users list, navigate to the Admin Centre, select Settings, and locate the Support Access Settings section.
This option offers greater control and visibility for firms that:
Operate internal support, helpdesk, or IT teams
Require clear oversight of support activity across the organisation
Prefer to triage issues internally before escalating externally
Changing Your Support Access Setting
This setting can only be changed by the Active Support Team. If you'd like to change your support access setting, please contact us.
Note: Changes may take up to 10 minutes to apply, after which users may need to log in again.