You are here:
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.
| 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 |
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.
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.
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.
Each user can change their default ticket notifications. See Manage Notifications in Salesforce Spiff.
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.