Acredix supports its users inside its own software
Acredix is a Chilean platform for contractor document accreditation. When someone needs help, they ask without leaving the portal: Andy answers from Acredix help content and, when a person is needed, opens a ticket with the conversation.
The Andy team built this integration. This case explains how it works: it has no metrics or testimonials.
Two portals, two kinds of user
In Acredix, a client company asks its contractors for documents: contracts, certificates, insurance and medical exams. Each side signs in to its own portal, and each has different questions.
- Contractors
- Upload documents for their company and each worker, and check what is missing or expired.
- “Why is my F30-1 still pending?”
- Client companies
- Set the documents each activity requires, review what arrives and issue work permits.
- “How do I make a document required for an activity?”
How a question moves
1. Ask inside the portal
The user is already signed in to Acredix. They open the support bubble and write, without leaving the page or sending an email.
2. Andy answers from Acredix help
It searches the guides Acredix gave it and answers right away. It does not see the user’s documents or account.
3. Talk to the team
When the help is not enough, the user writes a subject and details. The ticket reaches the Acredix team with the conversation.
4. The team replies from Andy
People at Acredix pick up the ticket in the Support inbox, leave internal notes and reply.
5. The user follows up in My requests
They see the reply in the same chat, answer or reopen the same ticket. When reply email is on, the reply also reaches their inbox.
An example question
Illustrative conversation. Not real Acredix data or answers.
What the contractor sees
- Answers from Acredix help, inside the portal.
- Their requests and the team’s replies in My requests.
- They can answer or reopen the same ticket.
Acredix Support
I uploaded the March F30-1 and it is still pending. Did I do something wrong?
Not necessarily. A person at the client company gives each document its final approval. Until then, it shows as pending.
It has been a week and I need it by Monday.
I can’t see the status of your documents. The Acredix team can check it with you.
Talk to the team
My requests
March F30-1 still pending
Acredix team
We checked: the file you uploaded is from February. Upload the March one and it goes back to review.
What the Acredix team sees
- Who is writing and what the AI already answered.
- Internal notes the user never sees.
- Each ticket’s status and owner.
Support inbox
March F30-1 still pending
In progressContractor
Conversation with the AI · 4 messages
Internal note
The file they uploaded is from February.
Only the support team sees this note
Reply
We checked: the file you uploaded is from February. Upload the March one and it goes back to review.
What it solves for a software team
How-to questions don’t wait
When the answer is in the help content, the user gets it right away inside the portal, without writing an email.
Tickets arrive with context
The team sees who is writing and what the AI already said. Nobody has to ask again what happened.
One problem, one ticket
If the problem comes back, the user reopens the same request with its history instead of starting a new one.
What Acredix brings and what Andy brings
Andy provides the ticketing system. Acredix connects its help content and its portals.
Acredix
- Its portals and each user’s session. Its server tells Andy who is writing.
- The help guides Andy answers from.
- The people who answer the tickets.
Andy
- The chat inside the portals, the AI answers and Talk to the team.
- The tickets, the Support inbox and internal notes.
- Alerts to the team and reply email to the user, when it is on.
Andy
Does your software have users who need help?
Support with tickets is included in Pro Max. Connect your help content, add the Widget to your app and reply from Andy.