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Set Up Ticketing for Salesforce Spiff
Set up the built-in ticket management system in Salesforce Spiff or integrate an external ticket management system.
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 |
| User Permissions Needed | |
|---|---|
| To manage ticketing settings: | A Spiff user role with these permissions turned on.
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- From the Admin menu, select Settings, and then select Company Settings.
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In the Ticket Management section, choose which system you want to set up.
- To use the built-in ticket management system, turn Use Spiff's Ticket System.
- To use an external ticket management system, turn on Use Another Tool.
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If selected the built-in ticket management system, configure other options.
- To assign new tickets to team leads by default, turn on Automatically assign new tickets to Team Leads.
- If you turned on Automatically assign new tickets to Team Leads, specify how you want to handle assignments for teams with no team lead or multiple team leads.
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If you selected external ticket management system, specify the URL to the system.
When reps click the ticket icon on their statements, they navigate to this URL.
- Save your changes.
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