Support Tickets System
To request support from the Development or Data Team, we have a Salesforce-based ticketing system.
To log a ticket,
1) log in to your Salesforce profile and
2) select the “Global Actions” button in the upper-right hand corner. It looks like a thick plus sign. It is highlighted in the below image.
3) Select the appropriate ticket option in the dropdown menu. Your options will be Development Ticket, Ops Ticket and Salesforce Ticket.
4) Fill out the Support Ticket interface that appears with the relevant information about your ticket and hit “Save.” Notice the subject line will change to match what you enter. Your ticket will be directed to the appropriate person on a team based on your answer to the “Category” question.
Once you hit save, you’ll see green confirmation text letting you know your ticket was submitted. If you check your inbox, you’ll also have an acknowledgement email that will contain a hyperlink to your ticket’s record in Salesforce so you can check on its status. If you would like to add an attachment to your ticket, click on that link and navigate to the “Attachments” tab within the record (more on this below).
You can also access your ticket by going to the Support Tickets tab, which can be found by going to the app-launcher, the three-by-three square of dots in the upper-left-hand corner of your screen. If you’re finding yourself frequently going to the Support Tickets tab, you can “favorite” it by opening it and then clicking the star in the upper-right hand corner, which will give you one-click access.
Once you click on the App Launcher, either enter “Support Tickets” in the search bar or scroll down into the list of alphabetized items and click on “Support Tickets.”
You will then be taken to the default list view for Support Tickets, “Recently Viewed.” If you click the drop-down arrow next to “Recently Viewed,” you can change the list to “My Tickets,” which will let you see all tickets you have submitted, or “All Open Ops Tickets,” which is a list of all open tickets from all users. We also have list views for specific departments.
Once you click into a record, you will see summary-level information about your ticket at the top, including its ticket number, as well as a pipeline indicating the ticket’s status on a path from “New” to “Closed.”
If you have any comments to add about a ticket, you can use Chatter to do so by clicking on the “Chatter” tab within a record. And if you need to upload a file as part of your ticket, you can do so by clicking on the “Attachments” tab and uploading the file in the interface that appears.
As the ticket is in progress, department members may add details to the “In-Progress Comments.” Once it is resolved, the ticket’s status will be adjusted in the path to “Closed” and text will be entered into “Resolution.” When this happens, you will receive an email notifying you that the issue is resolved and containing the resolution.
Please note that all Support Tickets are visible to all users, and thus should not be used for confidential issues. If you have a concern relating, for example, to salary or performance, please send an email to the appropriate team member.
If you have any ideas for improving the design of our system, please submit a Salesforce ticket.