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How to Log a Salesforce Support Case

At some point in your Salesforce journey, you will have to log a ticket. The process itself is self-explanatory and quite intuitive, but we wanted to help fill the gaps in case you have any questions or issues.

If you are new to logging a Salesforce ticket, we hope this chapter will help you to effectively log a ticket without further slowing down the process.

Steps to log a salesforce support ticket:

  1. Utilize the community resources
  2. Create a step-by-step description of what likely caused the issue.
  3. Grant Login Access to the Salesforce Support team
  4. “Contact Support”
  5. Choose the topic that best fits your issue
  6. Choose a category within your topic
  7. Create a support case
  8. Choose ticket severity
  9. Describe the issue
  10. Describe the impact on your business

1. Utilize the community resources

Before taking the time to create a support case, we recommend visiting the Salesforce community forums or running a simple google search about your issue before creating a support case. Equally important, you should get your Salesforce admin(if it isn’t you) involved in problem-solving.

As we mentioned before, you may be waiting 48 hours to hear back from Salesforce support about your case. It’s likely that another Salesforce user has already run into the same problem and may have found a solution.

If your issue does happen to have a simple fix, Salesforce support may direct you to a link from a community resource explaining how to fix the problem, rather than having a support rep walk you through the solution.

The Salesforce community is very large and the community forums are a great resource to solve minor issues. You can find these discussions in the Power of Us Hub or the Trailblazer community.

Consider looking into these community forums before you create a support case, you may be able to solve the issues you’re having on your own. This will save you time from creating unnecessary cases and quickly get back to your sales and marketing initiatives.   

If you cannot find a resource online to solve your issue, you will likely want to log a support ticket.

2. Create a step-by-step description of what you were doing in the Salesforce tool when the issue occured:

Before you start creating a support case, it is best practice to gather any information you can to help your support rep troubleshoot the issue and understand the problem. The best way to do this is to create a clickstream or step-by-step description of the things you clicked in the Salesforce tool leading up to the moment the issue occured.

In the support world, this is called an STR or Steps to Repeat and will expedite the troubleshooting process for your support rep. Thus, getting your issue resolved faster.

Next, make note of the number of users impacted by the issue, if the users are internal/external, and if you found a workaround. These details will be needed when creating your support ticket.

3. Grant login access to Salesforce.org support:

If the support rep needs to perform some action inside your Salesforce tool but does not have access, it will create an unnecessary roadblock that will add time to getting your ticket resolved.  To avoid this, be sure to preemptively grant access to both Salesforce.com support and salesforce.org support.

To do this, go to:

Settings → Grant Account Login Access

There is a drop-down menu next to Salesforce.com Support and Salesforce.org Support where you can select a time frame to allow them access to your account. We recommend starting with 1-week of access (you can change this at any time).

4. Contact support

To contact salesforce support you must first be logged into your account.

Once you are on the Salesforce help page and logged in, scroll down to the bottom and click the “Contact Support” button.

This does not open a case or ticket to submit to Salesforce support but it is a necessary step of the process. Before you start writing a ticket to the Salesforce support team, they want to make sure there are no resources you may have missed that would allow you to solve your problem on your own. Again, you must go through this quick process before you can create your support case.

5. Choose the topic that best fits your issue

Here is where you will choose the product you are encountering the issue with or one of the general topics that may apply.

6. Choose the category that best fits your issue

Once you have picked a topic or the product you are using, Salesforce support will dive deeper into your topic and get more specific.

Here is an example of the categories that may describe your issue if you choose the topic “Sales Cloud”

Once you choose a category within your topic, Salesforce will get more specific. All these details are meant to narrow down the amount of “expertly curated” resources Salesforce provides you to see if you can solve the problem on your own.

7. Create a support case

Finally, you can create a support case. Below the Salesforce provided help-articles, you can select “create a case” from the support options.

Choosing your topic and category may seem like it was a waste of time if the help articles didn’t solve your issue, but the options you chose are auto-filled into the subject line of the support case once you start creating it. You can edit the subject line if it doesn’t fit your issue.

8. Choose ticket severity

Using the definitions of ticket severity detailed earlier in this chapter, choose a ticket severity level that matches your Salesforce issue.

For severity 1 – critical issues that make up around 1% of Salesforce issues, please call Salesforce directly.

9. Describe the issue

The first three text boxes are where you will describe the specific issue you are having. Be sure to let Salesforce know what you were trying to accomplish in your Salesforce tool and what happened when you tried to execute.

In the second text box, include the Steps To Reproduce you made a note of from step 2 under the “How to Log a Ticket” section. Used numbered steps and be specific, the more information you can provide the support rep on how to recreate your issue, the easier and quicker it will be for them to troubleshoot the problem.

If you received an error message, include when the error message appeared in the Steps to Reproduce section (2nd text box) and the error itself in the third text box.

10. Describe the impact on your business

Lastly, describe the impact of the issues you’re experiencing on your business. Be sure to include the functionality you are trying to perform, number of users impacted, if they are internal/external users, etc.

In the additional details section, you will include details to your Salesforce account such as your organization ID, instance type, your timezone, etc. Salesforce makes it easy with drop down selection menus.

Once you fill out all the required fields in the support case, you may submit it to Salesforce Support. Remember, it takes 48 hours to get a response so make sure to temper your expectations when looking to solve your issue as soon as possible.

By following the steps outlined in this chapter, you can get your platform issues solved as efficiently as possible under the standard Salesforce support plan.

If you want a more accelerated solution process for your support problems, you can upgrade to premier support or continue reading to learn about outsourcing your Salesforce support to a third-party.

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Tim Edwards
Author:
Tim Edwards founded LearningCurv to help business professionals learn and master their Salesforce platform, effectively driving ROI. He brings 20 years of work as a Sales Executive and Salesforce Administrator.