Welcome to SalesLoft Support!
The SalesLoft Support team delivers a highly-customized service experience with you, our customer, at the center of everything we do. Our goal is to use our technical expertise to give all of our customers the knowledge and understanding they need to confidently accomplish their goals.
This guide is specifically designed to help you utilize the SalesLoft Knowledge Base (aka the Help Center) and resources from our Support team to the fullest. In this article, you'll find answers to some of your SalesLoft support questions and learn how to interaction with our Support team, including:
- How can I contact SalesLoft Tech Support?
- Submit a Ticket Through the Knowledge Base
- Login to SalesLoft Support
- View Your Support Requests
- Track Your Team’s Support Requests (Admins Only)
- Why doesn't SalesLoft offer phone support?
- Can I get a training walk through?
How can I contact SalesLoft Tech Support?
For assistance on technical issues, contact our tech support team through one of the following options:
- Submit a ticket through the Knowledge Base.
- Submit a ticket in the SalesLoft platform through the Submit Feedback feature.
Our Support center's hours of operation are 8am - 8pm EST.
Submit a Ticket Through the Knowledge Base
As mentioned above, if you run into technical issues you may submit a ticket to our tech support team through the Knowledge Base.
Many of the answers to commonly asked questions, like feature how to’s and troubleshooting guides, can be found in the Knowledge Base documentation (because we try to be very thorough). However, in the event that the problem you experience is beyond the technical resources available here, reach out to tech support directly from the Knowledge Base.
To submit a support request from the Knowledge Base, follow these steps:
- From support.salesloft.com, click Submit a request at the top right corner of the page. You will be redirected to the Submit a request form page.
- Enter your email address.
- Enter a Subject. As you enter a subject, a list of suggested articles in the Knowledge Base appears. You can click one of the articles instead of submitting the request.
- Type a Description of the problem.
- Add any attachments, like screenshots. (if applicable) The file size limits is 20 MB.
- Click Submit.
Login to SalesLoft Support
You may be wondering why you would want or need to login to the Knowledge Base. Logging into SalesLoft Support gives you more insight into SalesLoft Support activity through your Customer Portal. The Customer Portal offers the following:
- Requests: View and manage support tickets you have submitted.
- Contributions: View and keep up with any comments you have made on support articles.
- Following: A list of all articles, sections, or categories you are following in the Knowledge Base. Following an article will notify you when changes or comments are made to the article.
See? The Knowledge Base has a lot to offer! Follow these steps to login to SalesLoft Support:
- From support.salesloft.com, click Sign in at the top right corner of the page. The sign in window will appear.
- Use your SalesLoft login credentials as the email address and password.
- If you have forgotten your password, click the Get a password link at the bottom left of the sign in window. Enter your email address in the pop up and we will send you follow up instructions.
View Your Support Requests
Your customer portal within the Knowledge Base allows you to track your support requests (aka any tickets you have submitted to the support team).
The ticket requests are displayed with the following information:
- Subject: The subject line (aka title) of your ticket request
- ID number: The number associated with the ticket. This number may be referenced if further action is required.
- Created: Date when the ticket was originally submitted.
- Last Activity: Time that has passed since the last update on the ticket.
- Status: Stage of the ticket. The status options include:
- Open: A ticket that's been assigned to an agent who is working to resolve it.
- Awaiting your reply: A ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.
- Solved: displayed when work on the ticket is complete.
To view your customer portal and track your support requests, follow these steps:
- Select your name and profile icon in the upper right corner of the Support Site.
- Click My activities. The page will redirect to the portal. By default, the page displays all ticket requests that you have submitted.
- To search your requests, enter a search term in the Search Requests box.
- To filter your requests by status, select a request status from the Status menu.
- Click the request title to see details about a request. From the request details page, you can view the request and mark an open ticket as solved.
Track Your Team’s Support Requests (Admins Only)
If you are a SalesLoft team admin, you may want further visibility into your team’s ticket behavior beyond your own requests. Viewing the tickets that are submitted by team members keeps you aware of issues your team members may be experiencing, plus you can take action to solve any problems.
The customer portal shows your tickets by default. To expand your ticket requests to include your team’s tickets as well, contact our support team or your success manager and request shared organization set up.
Once the shared organization has been set up, you may use the customer portal to view your team’s ticket requests. To track your organization's support requests, follow these steps:
- Select your name and profile icon in the upper right corner of the Support Site.
- Click My activities. The page will redirect to the portal. By default, the page displays all ticket requests that you have submitted.
- Click the Organization Requests link to see all the requests in your organizations.
- To see details about a request, click the request title.
Why doesn’t SalesLoft offer Phone Support?
SalesLoft support answers tickets primarily via email for the following reasons:
- Easy sharing of visuals and instructions: Online support helps our team gather system details and other information so that we can troubleshoot effectively. In addition to getting to the root of the issue you are facing, we will send you resources like articles, videos or gifs, and personalized instructions to help you solve problems. This effort gets you back to work in a fraction of the time that back and forth calls and waiting may take.
Can I get a training walk through?
If your team needs further assistance or explanations on how to put SalesLoft to use you can still receive a training walk through from the following sources:
Comments
0 comments
Please sign in to leave a comment.