Access to our Enterprise Service Desk (ESD) is included in your P21 Enterprise subscription.
🎫 Two Ways to Make Tickets
Email support@pinnacle21.atlassian.net – best for simple or infrequent requests
Create an ESD account and submit a detailed ticket – best for complex requests, enhancement ideas, and frequent back-and-forth with multiple teams
🕴🏼 Tips for Great Service
The more information you give us, that faster we can replicate or understand your request and respond. Here are ways to help us help you:
Attach screenshots, datasets, or GIF/MP4 files showing what you saw or mean.
Give specific URLs, especially when comparing Data Packages within or across environments.
In P21E 4.x and lower, URLs can tell us the client, the environment (Dev, Test, Prod), and the Project, Study, and Data Package.
In P21E 5.x and higher, URLs can now tell us the information above plus the location of a specific Validation Issue. Meaning, you can link to specific Validation Issues directly, without having to type out the details.
E.g.,https://p21-dev.pinnacle21.certara.net/data-packages/123/reports/issues?issue=1234567
If you choose to email, also include your company's P21 Enterprise URL and a full description of your issue.
If it's about a request for enhancement or a future feature, be sure to give us lots of context so we can understand your business need and priority level, e.g., workflow blocker vs. nice-to-have add-on.
With either contact method, we'll automatically reply with an email showing your ESD ticket number. You'll get updates from us as its status moves through the steps, e.g.,
Waiting for Support>Investigating>In Progress... then either:Resolve Pending>Closedfor information and answers
–or–Evaluating Change>Scheduled for Release>Releasedfor software
🧞 The Perks of Being a Ticket
Often, if you ask us something during a call or video conference, we'll create an ESD ticket on your behalf. This isn't needless bureaucracy. There are at least three benefits:
ESD tickets serve as a voting mechanism. If we see that one idea or bug has been reported by dozens of clients, we can escalate their priority level.
ESD tickets are the best way to get the most accurate information from multiple P21 teams. ESD tickets are easily forwarded for joint research by Customer Success, Support, Product, and Engineering teams.
ESD tickets prevent your requests from being lost in email or post-it notes. With hundreds of client companies, a five-figure number of P21 Enterprise users, and over 12k tickets thus far, it's the best way for us to keep track of who's got the ball.
We always appreciate your bug reports and requests for enhancement—perhaps the next Big Idea for our industry and product roadmap will come through via an ESD ticket this week! Looking forward to ongoing, invaluable dialogue with you. 💎
👣 What's Next?
Learn more in the Configuration/Administration Collection.
For questions or feedback, email us at support@pinnacle21.atlassian.net.