How to submit a ticket in salesforce


  • In Salesforce, click on the App Launcher icon in the upper left, and select an Account, Contacts, Leads, or Opportunities page.
  • In your ticket view, double click on the ticket. The ticket window opens.
  • Click the pencil icon () in the ticket fields to edit the ticket.
  • Click Submit As to save changes.
Here are the new steps:
  1. Log in to Salesforce Help.
  2. Click Contact Support.
  3. Click Create a Case on the “Create a Case” tile.
  4. Select an “Inquiry Type” from the options available to you: …
  5. Fill in the required Case fields.
  6. Add any Case Collaborators to allow people to follow Case progress.
  7. Click Create Case.


How to raise the ticket in Salesforce?

How to raise the ticket in sales force 1 Go to the Help & Training Portal. 2 Login using your Salesforce or Marketing Cloud credentials. 3 Click Go on the “My Success Hub” tile. 4 Click Support Cases. 5 Find the ticket you want to clone. 6 Click Clone. 7 After you’ve updated the form, click Submit. More …

How do I submit a technical support case in Salesforce?

Every customer has access to a Standard Success plan. To submit a technical support case, go to the Help and Training portal and click the “Contact Support” link located on the upper right hand side of the home page. Then click the “Open a Case” button.

How do I contact Salesforce help&training?

The Help & Training portal is available 24×7. In the rare case where you run into what we call a “Severity 1 critical production issue” (eg. we have internet access, but no one can successfully login to our Salesforce ORG), please call 1-800-NOSOFTWARE to speak a representative directly.

How do I create an impacted account in Salesforce customer support?

Click Create a Case. Select Product or Technical Support. Make the appropriate selections under Impacted Account. Org ID or MID: If this field is not auto-populated, find your Org ID in Salesforce Setup under Company Information. Confirm that Salesforce Customer Support has login access to the impacted org as described above.


How do I submit a ticket in Salesforce lightning?

For example, if your issue is related to setting up Lightning Dialer, click Sales Cloud | Lightning Dialer | Implement Lightning Dialer. See if there’s an existing topic that relates to your issue. If you don’t find the solution to your problem, click Create a Case. Enter case details and click Submit.

How do I check my Salesforce ticket status?

You might also want to check to check if is having issues on your instance (what instance am I on?). To manage a technical support case, open the Help & Training portal and go to the “My Cases” gadget. Click on the View All Cases link.

How do cases work in Salesforce?

A case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand.

How does email to case work in Salesforce?

Email-to-Case’s on-demand service keeps email traffic outside your network’s firewall and refuses emails larger than 25 MB. You can specify how Salesforce handles incoming emails that come from unauthorized senders or exceed your org’s daily processing limits. A simple guided flow walks you through setup.

Does Salesforce have a ticketing system?

Salesforce takes customer support to the next level. As a completely cloud-based, online help desk ticketing system, can be accessed on any authorised platform or device, and users can access the same, up-to-the-minute data, automatically synced in real time.

Does Salesforce have tickets?

Create, update, and track the progress of your support requests from My Tickets. To get to My Tickets, go to the My Tickets tab in your Employee Workspace. My Tickets includes a sortable list of your tickets and their current statuses.

How do I respond to a case in Salesforce?

To work with Email-to-Case or On-Demand Email-to-Case emails:Click Send An Email to send an email to a contact, another user, or any other email address.Click Reply to respond to an email. … Click To All to respond to all participants on an email thread.Click the subject of the email to view the email.More items…

What is Apex in Salesforce?

Apex enables developers to access the Salesforce platform back-end database and client-server interfaces to create third-party SaaS applications. Apex includes an application programming interface (API) that Salesforce developers can use to access user data on the platform.

How do I make a Salesforce case?

To create a case:Use Search to find the individual’s account and then locate the contact in the Contacts related list. … Click New in the Cases related list of the contact. … Enter information for the case. … To associate the case with an asset in Classic: … Click Save, or click Save & New to save the case and create another.More items…

How do you send an email to a case?

Before you enable Email-to-Case, take care of some configuration tasks. … From Setup, enter Email-to-Case in the Quick Find box, then select Email-to-Case.Click Edit.Select Enable Email-to-Case, and click Save.Select Enable On-Demand Service and click Save.

How do I attach an email to a case in Salesforce?

Email-to-Case Attachments as Salesforce FilesFrom Setup, enter Email-to-Case in the Quick Find box, then click Email-to-Case in left side panel.Navigate to Email-to-Case Settings page and click on Edit button.More items…

What is the difference between email to case and on demand email to case?

On Demand Email-to-Case automatically converts emails to cases, without you having to download and install an agent behind your network’s firewall. Simply Configure your email system to forward case submissions to the email services address provided to you by Salesforce.

Ensure every request reaches a full resolution with your support ticket system

A service request is a make-or-break moment for every company. Provide a satisfactory solution, and you not only gain one person’s loyalty, you also benefit from positive reviews they may share with others. If you don’t meet their expectations, you may not get a second chance.

What is a support ticketing system?

A support ticketing system allows you to efficiently provide service to customers, partners, and internal employees by assigning a ticket (or case number) to every service inquiry. You can use it to track the issue to its resolution whether you are the customer, partner, service agent, manager, or even the CEO.

What are the benefits of a sophisticated support ticket system?

A huge sale event or a sudden unexpected demand for your products or services leads to an influx of support requests. How do you manage this? A simple email system would quickly become overwhelmed. And what about the customers reaching out by phone, live chat, and social media?

Find the right features for your support ticketing system

Some customer service departments are still working with an outdated or suboptimal support ticket system.

Prioritize great service now and always

The right support ticket system has all the features you need and the ability to scale up quickly as your business grows. Grow your external customer base, increase your team’s productivity, and inspire happy employees with an enhanced service ticket system built on a single platform.


At Salesforce support, we’re here to help! We provide technical support for all Salesforce products Monday through Friday during global business hours. Premier Support customers have additional access to technical support for platform issues 24 hours a day, seven days a week.

Create a Case

After granting login access, you’re ready to create and submit a case:

Can’t Log In?

Can’t log in? Forgot your username or password, or you’re locked out from too many login attempts? To resolve login problems, try the solutions listed in Troubleshoot Login Issues.

Create and Manage Support Cases Online via Salesforce Help

For full steps and details to create and manage Support Cases online through Salesforce Help, see our “ Submit or update a Case with Salesforce Support ” article.


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