How to send Panacea a question?

Option 1: You are struggling to find something on the software or want to know how to do something?

If you are on the site, on the bottom right corner there is a black widget button where you can ask a question directly. See the relevant knowledge articles here too relating to the page you are on as there may be some guidance relevant to you there.

Otherwise, click on ‘Submit a Support Ticket’ and the pop up will appear like in the below image. Please fill in the details of your question, including what site/portal you are using, and see that you can take a screenshot of your screen to attach and give more detail to our team so that they can help you as best as they can. There is also the ability to attach a file if you have more to demonstrate. Then click ‘Create Support Ticket’ which will send it to our support team.

To contact our support team directly please see below:

• Email: [email protected]
• Telephone: 0207 976 0116

Expected immediate result: You can expect a response from our helpdesk in accordance with our response time policy to provide more information or request additional context about the query.

Final result: We aim to respond as quickly as possible and address your query. Please check your email for updates.

Option 2: The software is not working as you would usually expect?

The software is performing an unexpected result or something that doesn’t normally happens, happens and you want to report that something is wrong and may be a bug that needs to be fixed. Please report this to us!

It is really helpful to have as much context of a situation where this is happening so that we can replicate the issue.

If you are on the site, on the bottom right corner there is a black widget button where you can report this directly.

Click on ‘Submit a Support Ticket’ and the pop up will appear like in the below image. Please fill in the details of your problem and see that you can take a screenshot of your screen to attach and give more detail to our team. There is also the ability to attach a file if you have more to demonstrate. Please also include what site/portal you are using. Then click ‘Create Support Ticket’ which will send it to our support team.

Alternatively, you can contact our support team directly please see below:

• Email: [email protected]
• Telephone: 0207 976 0116

Expected immediate result: You will get a response from our helpdesk to either provide you with information on what is going wrong or an update on whether they can or cannot replicate this issue.

• If they cannot replicate the issue, you may be asked for more information to help the team replicate the problem reported.
  • Please note that fixes can only be provided if the issue can be replicated. If it cannot be replicated, it will be deemed a user-based issue. In these cases, we recommend clearing your cache/cookies, checking that your browser/device is up-to-date, your internet speed/connection is stable, and re-attempt what you were doing on the software.
• If identified as a bug, it will be prioritised based on its severity and handled in accordance with our maintenance policy. Depending on the nature of the bug, we will aim to provide a resolution, workaround, or temporary fix where feasible, based on the severity and complexity of the issue.

Final result: Please check your emails to hear back from us and we will continue to update you on the status of the issue and the timelines. We will keep you updated on the status of the issue and notify you about planned fixes or releases when applicable.

Option 3: You want to make a request for an enhancement on the software?

• Step 1: Please login to Panacea HQ (http://app.panacea-software.com/hq) and sign in with your login credentials for our HQ site. Please note that this is designed for Key Users of our software. 
  • If you have forgotten your password please read this guidance to reset your password here
  • If you have not created a user login see the general FAQs with the information here

• Step 2: Once you have logged in, go to the screen as shown below (Client Interface > Ordering) and select ‘Request a service from Panacea’ and then select ‘Change Request’ and chose the option relevant to your needs.

• Step 3: Please fill out the form attached to the order you want to make with as much detail

Expected result: We will review your request and respond within the timelines outlined in the relevant form. 

• If we accept the change request, we will quote if necessary and provide timelines on when to expect the development to go live. We will provide updates on the status of your request and notify you if and when it is scheduled for implementation.
• If we accept the change request as part of our roadmap (more of a friendly suggestion), we will be less able to provide a timeline for this.
• If it is not possible due to extensive developments, you are welcome to share additional context about your request. We value your input and aim to explore solutions that enhance your workflow.