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Sales Performance Management
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            Ticket Access and Notifications in Salesforce Spiff

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            Ticket Access and Notifications in Salesforce Spiff

            Ticket access in Spiff is independent of access to related statements or obligations. Any user with visibility into a ticket can resolve it, regardless of their permissions for the underlying records.

            Required Editions

            Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions
            Available for an additional cost in: Professional Edition with Web Services API Enabled

            Users

            If you set up the built-in ticket management system, reps can submit tickets from statements or obligations. If you set an external ticket management system, reps can submit tickets from statements only.

            By default, a rep doesn't have access to a ticket opened on their statement or obligation that another user submitted.

            A user can view a ticket in these scenarios.

            • They submitted the ticket.
            • They’re assigned to the ticket.
            • They’re mentioned in a comment on the ticket.
            • They’re an active team lead for the user who submitted the ticket.
            • They have the default Company Admin or Finance role.
            • They have a custom role with the Tickets: View permission turned on.

            Team Leads

            A team lead can view and export all tickets that their team members have submitted. By default, a team lead receives notifications for tickets that team members submit only if the team member mentions them or admins specify that team leads receive notifications for tickets. A team lead can access the statement related to a ticket only if they have permission to view the statement.

            Admins

            Users defined with the default Company Admin or Finance role can view, export, and manage all tickets from the Tickets page. You can change ticket statuses, assign tickets to other users, and receive automatic notifications for new tickets.

            If you create a custom role, turn on the Tickets: Manage permission. See Create a Custom Role in Salesforce Spiff.

            Notifications

            Each user can change their default ticket notifications. See Manage Notifications in Salesforce Spiff.

             
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