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Access AI:den and the Academy

Contact Services, Client Success, get help from AI:den, raise a query, track tickets via the Help widget and access training in the Academy

Updated over a month ago

Use the profile icon to quickly access support tools like the Help panel, raise queries to AI:den, check ticket statuses, and launch the Commusoft Academy.


What you can access from your Profile icon

The Profile icon gives you access to key tools and settings, including help and training.

To open the menu, click on your Profile icon in the navbar. From here, you can access:

  • Get support: Opens the Help widget inside the system

  • Academy: Launches Commusoft Academy in a new tab

  • Settings: Manage your user settings and preferences

  • My profile: View or update your user profile details

  • Log out: Sign out of your Commusoft account


Using the Support Widget

Click Get support from your profile icon to open the Support widget. From here, you can view help articles, check platform status, ask AI:den a question, and track your tickets — all in one place.

The Support widget includes four main tabs at the bottom:

  • Home: Quickly view your most recent ticket and message. You’ll also see:

    • Ask a question – Start a conversation with AI:den or our team

    • Platform status alerts – Real-time updates if there are any known issues

    • Learning prompts – Highlighted resources from the Academy

    • Article suggestions – Quick links to helpful content based on recent activity

  • Help: Search the Help Centre by typing keywords or selecting from suggested topics. Tap an article to open it in the widget or view it in a new tab.

  • Messages: Continue any open support conversations in one place. This helps you track your history and avoid duplicate replies.

  • Tickets: View the status of all open support tickets. Select a ticket to check its progress or reply directly.


Using the Help Tab

The Help tab in the Support widget lets you browse and search Commusoft’s Help Centre without leaving the page.

You can:

  • Search for answers using keywords

  • Browse articles by collection (e.g. Jobs, Sales, Mobile)

  • Open any article to read it directly in the widget

If you need more space to view or prefer reading in a full tab, scroll to the bottom of the article and click Open in help center. This will launch the full article in a new browser tab for easier reading and navigation.


Asking AI:den a question

AI:den is Commusoft’s AI Agent, available 24/7 to support you with questions, guidance, and troubleshooting. It’s often the fastest way to get the help you need — and if required, it will connect you with a member of our Services team.

To get started:

  1. Click your profile icon > Get support

  2. In the Support widget, select Ask a question

    • You can find the Ask a question option on either the Home or Messages tabs.

  3. Type your question or describe your problem — for example:

    • How do I change my company logo?

    • Why isn’t my custom form showing in the mobile app?

    • Where can I download completed job reports?

AI:den will take a moment to understand your query and generate a helpful response based on what you’ve asked.

If you don’t respond within 3 minutes, AI:den will email the conversation to you so you can reply by email or continue in the Support widget. All replies will be logged in the same conversation thread and visible when you return to the web app.

✅ Start with AI:den for the fastest response — and simply keep chatting if you need more help.

What happens if I still need help?

After AI:den responds to your query, it will ask if the answer helped.

  1. You can:

    • Say yes — The conversation will close and you’ll be asked for a quick rating and feedback.

    • Ask a follow-up question — AI:den will continue the conversation and provide further support.

    • Say no — AI:den will offer to connect you with a human agent.

      • If more support is needed, AI:den will hand things over to our team and pass along what you've already shared. If you're passed to our Services team:

  2. You’ll first be asked to select the area of the system your query relates to.

  3. Once you’ve made a selection, your query will be routed to our Services team and a human agent will follow up directly.

System area

Example topics

Jobs

Job records, contracts, custom form configuration, and job-related workflows

Sales

Proposals, opportunities, and related sales settings or templates

Fleet

Vehicle tracking, fleet management-related settings and tracker purchases

Mobile

Completing custom forms, appointment statuses and daily engineer/technician workflows.

Integrations

Connections to third-party tools like Stripe, Xero, Mailchimp, etc.

Your account with us

Questions about Commusoft billing, business-related changes and accounts queries.

💭 Helpful tips when speaking to our team:

  • Choose the system area that best matches your query to help us respond accurately.

  • If you haven’t already shared key details or screenshots with AI:den, feel free to add them — this can help our team pick things up more quickly.

  • Our team can see your full conversation history with AI:den and will review it before responding.

  • When your query is routed to our Services team, it's placed into our support queue alongside email, phone, and chat requests — a team member will follow up as soon as they're available.


Viewing and managing your tickets

If your query requires deeper investigation, our Services team may convert the conversation into a service ticket. This allows us to track progress more effectively and ensure your issue is handled with the right level of detail.

You can view all current and past tickets by navigating to the Tickets tab in the Support widget.

From there, you can:

  • See a list of all your active and historical service tickets

  • View who’s currently handling your query and what stage it’s in

  • Open a ticket to review the full triage view, including:

    • Ticket status

    • Assigned team member

    • Relevant system information

    • Any messages or updates we’ve sent

If we’ve asked for more information or sent you an update, it will appear directly in the ticket’s conversation thread. You can reply here with additional context or related questions.

💬 Continue the conversation
Use the “Continue the conversation” button to respond directly within the same thread. This ensures the right team member sees your reply and can follow up appropriately.

You can respond via email or chat to a service ticket and it will be logged in the ticket timeline.

⚠️ Have a different question?
If your new query isn’t related to an open ticket, please return to the Support widget and select Ask a question to start a fresh request. This ensures we can route it correctly and avoid delays in response.


Accessing the Commusoft Academy

The Academy is your go-to learning space for training courses designed to help your team get confident with Commusoft. Courses are feature-specific and can be completed at your own pace.

To access the Academy:

  1. Click your profile icon > Academy

  2. You’ll be automatically logged in on a new browser tab

    • No separate password required.

Here’s what you can expect:

  • Video-based courses broken into focused lessons

  • Topics that cover everyday features, tools, and workflows

  • Progress tracking so you can pick up where you left off

  • Courses for both new starters and experienced team members

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