cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
Everything you need to know about banking in QuickBooks Online - Discover more

Please make Assistant accessible for visually impaired.

JSSE

Currently 'Assistant' (customer help) is not available when using computer - there is a message saying to access it by mobile.

However this is not user friendly for older users or users with visual impairment.

 

Please make the assistant accessible and available for all users to use on computers as well as on mobile phones.

Thank you for this suggestion, we are changing the status of this to Closed due to the low number of up votes. 

Status: Closed
Vote now if this is a good idea
55 Comments
JSSE
Level 4

Screenshot 2023-12-22 at 10.28.53.png

JSSE
Level 4

The message saying that "We're currently working on this experience and will get it fixed as soon as we can." has been there for a long time now with no change, update or improvement for users who find using mobile phones too small and difficult to use.

Please resolve this for the benefit of all.

 

GeorgiaC
QuickBooks Team
QuickBooks Team

Hi JSSE, thanks for posting on Intuit Idea Exchange

 

The digital assistant will not be available via web for QBSE anymore, but it will continue to be available in the mobile experience. If you would like to use the chat feature on the web, you can access via this link (Monday to Friday 8am to 12am, Saturday and Sunday 8am to 6pm). 

 

We've also recently opened a support line for QuickBooks Self-Employed users in the UK. This line is available on 0808 234 5337 Monday to Friday 8am to 7pm, free from UK mobile & landlines. 

JSSE
Level 4

Hello GeorgiaC,
Your message contradicts the message being shown in the actual software: "We're currently working on this experience and will get it fixed as soon as we can." (see the screenshot attached above).
 
Which is correct?


Having the option to contact assistant on the computer would be preferable for people who find it difficult to use mobile phones. Why stop this function which would be more user friendly and accessible to people with additional needs?

 

 

GeorgiaC
QuickBooks Team
QuickBooks Team

Hi JSSE, the issue is under review as part of an ongoing investigation. We don't have any further information to share on this at the moment while it is with our Product team. In the meantime, you can use the ? Help option and scroll down to the 'Need to get in touch?' section and follow the 'Contact Us' flow to reach chat support while on the web. If you would like to be added to the investigation for email updates, please get back to us below. 

JSSE
Level 4

Hi GeorgiaC,
Thanks, though I'm still not clear which is correct...


The message in the software:  "We're currently working on this experience and will get it fixed as soon as we can."


or your comment: "The digital assistant will not be available via web for QBSE anymore"
 
Can you please clarify which is correct? Thanks.

 

Also - what is the "investigation for email updates"?

JSSE
Level 4

Hello GeorgiaC,

 

I have received no response to my questions posted 2 weeks ago:

 

Hi GeorgiaC,
Thanks, though I'm still not clear which is correct...


The message in the software:  "We're currently working on this experience and will get it fixed as soon as we can."


or your comment: "The digital assistant will not be available via web for QBSE anymore"
 
Can you please clarify which is correct? Thanks.

 

Also - what is the "investigation for email updates"?

GeorgiaC
QuickBooks Team
QuickBooks Team

Hi JSSE, there is an open investigation regarding accessing the Digital Assistant on the web. This is only to track the impact, and no changes will be made. Going forward, users will continue to be directed using the QR code to access the mobile experience on the app. 

 

If you are for any reason not able to use the app, please instead post on the Community, or speak to our QuickBooks Self-Employed team on the number provided above for support. 

JSSE
Level 4

Hi GeorgiaC,
Thanks for your reply.
If what you say is correct - "no changes will be made", why dos the software itself say "We're currently working on this experience and will get it fixed as soon as we can."?

 

 

JSSE
Level 4

Hello,

I have been asking for clarity about this issue for over 2 weeks now...I have been given no clarity on why there is a contradiction between what your software states and what your customer support states. Your software clearly states that this issue will be worked on and resolved - your customer support states otherwise.

Please reply and clarify the following:

 

Hi GeorgiaC,
Thanks for your reply.
If what you say is correct - "no changes will be made", why dos the software itself say "We're currently working on this experience and will get it fixed as soon as we can."?

Need to get in touch?

Contact us