Configure Spiff Ticketing
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the benefit of using the Spiff ticketing system.
- Enable Spiff ticketing.
- Describe how ticket visibility works.
- Configure ticket assignment.
Meet Salesforce Spiff Ticketing
Salesforce Spiff is a leading sales compensation software that automates and simplifies the process of calculating and managing sales commissions. Managing sales representatives’ payout inquiries can be time-consuming. With the Spiff ticketing feature, representatives can easily ask questions or raise issues about their statements directly within the app. And you get an efficient system to track and resolve statement-related issues. This eliminates the need for long meetings and back-and-forth discussions.
Spiff ticketing can operate fully within the app or be linked to an external ticketing system, depending on your organization’s needs. Both approaches provide administrators and managers with immediate feedback from sales reps, improving transparency and reducing resolution times.
In this module, you learn how to set up Spiff ticketing and resolve tickets with it.
Enable Spiff Ticketing
To turn on ticketing in Spiff, go to Admin | Settings. On the Company Settings page, scroll down to the bottom of the page to go to Ticket Management. In the Ticket Management section, there are two options.
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Use Spiff’s Ticket System: Select this option to turn on ticketing within the Spiff application. Admins and reps can access tickets directly from Spiff with this enabled. Reps can find tickets in the Tickets tab, while admins can go to Admin | Tickets. Admins can enable the automatic assignment of new tickets to team leads. If your users don’t have a team lead or have many, choose manual assignment. You learn more about manual assignment of tickets in the next unit.
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Use Another Tool: If you have an external ticketing system in place, select this option to link to it. When reps are viewing their statement, they can click the ticket icon to go directly to that system. While using an external ticketing system, the Open a Ticket option only appears on a rep’s statement, not on individual obligations.
Next, let's find out who can view a ticket after it's created.
Explore Ticket Visibility
Ticket visibility depends on a few factors. Users can view a ticket if any of these situations apply to them.
- They created 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 person who created the ticket.
- They fall into the user role of finance or admin.
Ticket visibility is treated separately from statement visibility. A user might be able to view a ticket—either through assignment or being @mentioned—but not be able to view the underlying statement or obligation the ticket is related to. In these cases, the user won't see the View Statement button that links them to the underlying statement or obligation.
Assuming a user didn’t create the ticket, they won’t be able to view a ticket that was created from their statement or obligation until they’re invited to do so through an assignment or @mention. For example, if a manager creates a ticket related to one of their team members’ obligations, the team member won’t see the ticket in their Ticket Center until they’re @mentioned or assigned the ticket.
Set Ticket Assignment
When you turn on Spiff’s ticketing system, you must determine if the tickets are automatically assigned. If tickets are automatically assigned, set who’ll be assigned to the ticket when it’s submitted.
If you choose to automatically assign new tickets to team leads, verify that team leads are responsible for reviewing all the tickets submitted by their team members. For example, when a team member creates a ticket, their team lead will be automatically assigned when the ticket is created.
In cases where there's no direct team lead, decide whether the ticket remains unassigned or is assigned to a higher-level lead. If no higher-level lead exists, the ticket remains unassigned. For example, if a team member doesn’t have a direct lead but reports to a higher-level lead, all tickets they create can be auto-assigned to that higher-level lead. If you choose not to auto-assign, tickets can be manually assigned as needed.
If there are multiple team leads, decide whether to skip auto-assignment and manually assign the ticket or assign it to all team leads. For instance, if a team member gains an additional lead, the ticket can be assigned to both leads if you choose to assign to all team leads.
You’ve set up Spiff ticketing and are familiar with ticket visibility and assignment. In the next unit, find out how reps, team leads, and admins manage tickets.