Paladin takes pride in our outstanding customer support, and we are always looking for ways to be even more efficient and responsive. Our new Help Request Portal is the latest in a series of new support options, which also includes our recently-announced Chat Support.

The Help Request Portal replaces the current ‘Create a Case’ help system and handles both “store-down” emergencies that require immediate support, as well as your normal support needs. Available from the Paladin Help menu, our new Help Request system collects details about your request and Paladin configuration, so we can efficiently assign and respond to your support needs.

Why we are making these changes

With the new Help Request Portal, Paladin clients will experience even more efficient and responsive support due to these enhancements:

  • We will automatically collect important information about your Paladin system when you ask for help.
  • New help categories will quickly direct your request to the most knowledgeable support team.
  • Our products and customer service will continue to adapt to your needs using the data we collect.

How it works

The new Help Request Portal is accessed via a new Support category on the Help menu. The Support category gives you access to Chat Support as well as these new Help Request Portal options:

  • Submit a Help Request: Let’s you create a new request for help. You will notice that the “Open a New Case” menu option has been removed.
  • View Active Requests: Let’s you view and add attachments to an existing request. You can also update the request’s contact phone or email.

New Support Menu

Submit a Help Request—Get help with emergencies and every day support needs

Whether you need help immediately for less-urgent needs, you can Submit a Help Request from the Help menu in Paladin.

Because store-down emergencies are critical, the new help request process will first ask if you are experiencing store-down emergency. The message contains a list of qualified store-down emergency scenarios. If you are experiencing one of these emergencies, click Yes to receive immediate support. Otherwise, click No.

Store Down Emergency Question window

If you are experiencing a store-down emergency, call 800-725-2346, option 2 to get immediate help. Otherwise, click  No to select from a detailed list of categories and subjects and provide more details. The following picture shows the non-emergency Help Request form.

Help Request Form

Select the Category and Subject (if available) that best matches your need. Good choices will expedite your request to the most knowledgeable team.

Then, enter a detailed Description of your request and provide a contact Phone number and Email address.

If a Paladin Support has provided you with a support code for this emergency, enter it in the Code box.

Click Submit or press F7 to send your request.

After you submit a new Help Request, you will receive a Help Request ID.

This ID will also be sent to the contact email address you entered.

Help Request submitted and ID

Help Request Confirmation Email

View Active RequestsView and add to your open Help Requests

When you want to view a list of open (active) Help Requests, or add notes or attachments, select View Active Requests from the Help menu in Paladin.

View Active Help Requests

To view and add additional notes to a Help Request, or to add an attachment, click its magnifying glass and a Help Request Details window will appear.

Open Help Request Details

On the Details tab, you can view your original Help Request description and update contact info. You cannot edit the Title or Description. However, Paladin Support may change the title to better represent your request.

You can make changes to the contact Phone and Email, but make sure you click Save or press F8 to save them.

Help Request Details Tab

On the Notes tab, you can enter a new note and view previous notes. If you enter a new note, make sure you click Save or press F8 to save it.

Help Request Notes Tab

On the Attachments tab, click Add Attachment to select and add a file from your computer to the Help Request. Attachments are saved immediately.

Click any attachments to view it.

Help Request Attachments Tab

When you are done, make sure you’ve saved your changes, and then close the window to return to the View Active Help Requests window.  

If you have questions or suggestions about this information, contact