Paradox is becoming part of Workday, bringing the strength and scalability of Workday to the clients service model. This transition includes moving from existing Paradox Support to Workday's central support system to align with standard support processes and tools.

The integration with Workday’s central support system starts on September 17th and customer support go-live will take place on September 18th. Current Paradox support emails will begin to be decommissioned as of September 18th  for all net new support requests. Any requests started prior to that date will remain in process until resolution. 

For now, you may continue using your Paradox Support email. However, as of September 18th, your primary support process will transition to the Workday support model. Designated Support Admins will engage Support Analysts through a new Support button within the Paradox portal. Once a case is submitted, updates will be provided directly through the case, and the submitter will receive email notifications with updates and comments.

Paradox Support is integrating with Workday’s support team. They are prepared to answer support questions ensuring a seamless transition and maintaining the same level of service and quality you currently receive.

Only your organization's Designated Support Admins  can open support cases for issues via the Support button in the Paradox portal. Please connect with your CSM if you have questions about who this is within your organization.

Due to privacy restrictions we will not allow any CC’s into the support ticket. All correspondence will remain strictly between the submitter and the support analyst assigned. 

Maintaining our strong partnership is a top priority. Your named CSM will remain your point of contact throughout this integration. We will only change your CSM if necessary, in which case we will provide an email introduction and schedule time for the new CSM to get up to speed on your business.

Your CSM remains your primary point of contact for guidance. Additionally, you can ask questions HERE. 

Please connect with your CSM to inquire about updating access to the case submission button (navigation to this button is explained in the next FAQ).

Users can access the support ticket button from their avatar menu.

1. Select your avatar menu in the top right corner of any page and then select Support Ticket in its drop-down menu.
   
2. A modal will then open where you can enter in details about your issue and then submit the ticket.