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We are here to help! The Support Center (where you are viewing this now) is our main hub for our support resources, from learning about the platform in our Knowledge Base articles, to contacting support for direct assistance via the Ticketing System.
Link: support.panienergy.com
Overview
There is a variety of resources available to our customers, from a collection of knowledge to search at any time, to a ticketing system for reaching out to our team. We suggest the following workflow:
- Go to support.panienergy.com (via direct from web browser, or via ? menu in Pani Zed)
- Log-in or create your Support Center Client Log-in (Pani Support Center Account Set-up article)
- Search the Knowledge Base for the information you're looking for
- Send us a ticket (Submitting a Support Ticket article)
You can access the Support Center directly in your browser at the link above, and through the ? (question mark) menu within the top right of the Pani Zed platform, pictured below:
Support Center Features
The Support Center has general resources that are visible to the public, as well as client-only resources, including full access to the Knowledge Base and the support ticketing system.
If you are using the Pani Zed platform, then the first step is to set up your Support Center Client Log-in, which links to your Pani Zed account, to gain access to our support resources.
Link: Pani Support Center Account Set-up article
The Knowledge Base
Note: full detailed articles available after creating a Support Center Client Log-in
- The Knowledge Base is where you can search for answers to common questions, ie. find FAQs and product feature training materials.
- There are publicly available mini-article 'stubs' and client-only full articles with detailed information about platform features and best practices.
The Ticketing System
Note: ticketing system options visible and accessible only after creating a Support Center Client Log-in
Use the ticketing system to submit and track support requests, feature requests, bug reports, and new client information to get set up. We are a small team, so the ticketing system is how we manage, track, and process requests from our clients, as opposed to individual emails or generic chat-bots.
Ticket types and details:
- Bug report
- If you find what may be a bug in the system, use the ticketing system to flag it for us so we can fix it!
- We give high priority to bug reports, and address them promptly, to ensure any issues are corrected quickly.
- New/Improved Feature
- If you have a great idea on how to improve the product, let us know!
- We compile, review, evaluate, and incorporate selected requests into development sprints.
- Support requests
- If you'd like support on anything in the Pani Zed platform, send our team a support ticket!
- We will respond as soon as possible within 24hrs on business days.
- Client Information
- When first getting set up in the Support Center, send a Client Information ticket our way!
- We find these helpful in getting new clients fully in our support system.
To contact our team, submit a support ticket, please see the article dedicated to this process:
Link: Submitting a Support Ticket article
Summary
We have a variety of resources available to our customers, from a collection of knowledge to search at any time, to a ticketing system for reaching out to our small but mighty team.
We recommend the following steps:
- Log in to the Support Center (Pani Support Center Account Set-up article)
- Search the Knowledge Base for the information you're looking for
- Send us a ticket (Submitting a Support Ticket article)
If you have any trouble, feel free to call our main office at +1-250-294-7854 or email [email protected] at any time. Please note, we are a hybrid of working from the office and remotely; if your call is not answered, please leave a voicemail (with your name, contact information, and details) as it will go directly to the email inbox of our office administrator, who will forward it to the appropriate person promptly!
