Need Help? SalesLoft Support Guide

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 interact with our Support team, including:

• How Can I Contact SalesLoft Support?
• Sign Into the SalesLoft Knowledge via SalesLoft SSO
• Submit a Ticket Through the Knowledge Base
• The SalesLoft User Forum
• View Your Support Requests in the Customer Portal
• Track Your Team’s Support Requests (Admins Only)
• Can I Get a Training Walkthrough?

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.

These support methods allow our team to 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.

Support Hours of Operation: 

• 3 am - 8 pm EST

Sign Into the SalesLoft Knowledge via SalesLoft SSO

You may be wondering why you would want or need to be signed into the Knowledge Base. But the SalesLoft Knowledge Base offers more than articles like the one you're currently reading.

Logging in allows you to submit Support tickets, grants you access to post in the SalesLoft User Forum, where you can find questions and answers from your SalesLoft peers. You also gain access to your SalesLoft Customer Portal, which allows you to view and manage support tickets and contributions (like posts in the User Forum). 

See? The Knowledge Base has a lot to offer! 

By default, SalesLoft customer's will be signed into the Knowledge Base. Your SalesLoft login will act as your SSO and grant you access to support.salesloft.com's many features.  

Things to Note: If you use your SalesLoft authentication to sign into the Knowledge Base, the accounts will be tied together. This means if you log out of the Knowledge Base, you will also be logged out of SalesLoft. When you log out from the Knowledge Base you will see this messaging: 

To access the Knowledge Base seamlessly from the SalesLoft platform, follow these steps: 

1. Sign In to SalesLoft. 
2. Go to the Needs Help icon on the top navigation bar. 
3. Click a Related Article or the Knowledge Base link. This will open the Knowledge Base in another tab. 
4. Go the the upper right corner and click the Sign In button. 
5. Once the page loads, notice that your name is in the upper right corner. Click your name to open your Knowledge Base menu.

Submit a Ticket Through the Knowledge Base

As mentioned above, if you run into technical issues, you may submit a ticket to our 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:

1. Access the Submit a Request form by clicking Submit a request at the top right corner of the Knowledge Base or by going to this link. You will be redirected to the Submit a request form page.
2. Enter your email address.
3. 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.
4. Type a Description of the problem.
5. Select a category from the What can we help you with dropdown. 
   
6. Select a Severity level. Use your best and honest discretion here. The severity level informs our team is they can help you in an individual ticket or if this is a system wide issue that may need to involve our engineering team. Severity includes:
   • Feature Request
   • Minor Issue: A specific feature is disrupted for select users or not working as intended. (most common)
   • Key functionality or component where multiple users on your team are affected.
   • Platform is down for all users: Enterprise SalesLoft Platform or a core feature (email, Dialer, SalesLoft Connect) is down and no users are operational. 
7. Add any attachments, like screenshots (if applicable). The file size limit is 20 MB.
8. Click Submit.

The SalesLoft User Forum

The SalesLoft User Forum brings together SalesLoft users to deliver answers to questions, present best practices, share successes, and learn more about the exciting events going on at SalesLoft.

The forum lives within the SalesLoft Knowledge Base, so you are almost there!

Things to Note: You must be logged in to the Knowledge Base in order to view and post within the User Forum.

To access the User Forum, follow these steps:

1. If you haven’t already, sign in to the Knowledge Base.
2. Once you’re signed in, you will see the User Forum link in the upper right corner of the Knowledge Base. Click the link.

The forum is broken down into Topics and Posts. You can select a different page layout to show either the Topics view or Posts (based on your personal preference).

Topics are literally your “topics of discussion.” They act like categories that contain groups of posts.
Posts make up the individual content within the forum. From the posts view, you can filter and sort the lists of posts to refine your list. Posts can be sorted in the following orders:

• Newest post: (Default) Lists posts in the order they were created, starting with the most recently created.
• Recent activity: Lists posts in the order of recent comments, starting with the post that most recently received a comment.
• Votes: Lists posts in order by votes, starting with the post that has the most votes.
• Comments: Lists posts in order by comments, starting with the post that has the most comments.

You can add a post to the forum when you have a question to ask or a best practice you would like to share. When you want to add a new post, follow these steps:

1. If you haven’t already, sign into the Knowledge Base.
2. Click User Forum in the upper right corner to go to the User Forum.
3. Click New Post.
4. Enter the following information:
   • Title: The name of your post. Should give an idea of what the post is about. Can be a question. 
   • Post details: The body of the post. 
   • Topic: Select the topic that the post will be added to from the menu.
5. Hit Submit.

View Your Support Requests in the Customer Portal

Logging into your Customer Portal offers:

• Requests: View and manage support tickets you have submitted.
• Contributions: View and keep up with any comments you have made on User Forum posts and/or Knowledge Base articles.
• Following: A list of all articles, sections, topics, posts, or categories you are following in the Knowledge Base and User Forum. Following an article will notify you when changes or comments are made to the article.

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:

1. Select your name and profile icon in the upper right corner of the Knowledge Base.
2. Click My activities. The page will redirect to the portal. By default, the page displays all ticket requests that you have submitted.
3. To search your requests, enter a search term in the Search Requests box.
4. To filter your requests by status, select a request status from the Status menu.
5. 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 setup.

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:

1. Select your name and profile icon in the upper right corner of the Knowledge Base.
2. Click My activities. The page will redirect to the portal. By default, the page displays all ticket requests that you have submitted.
3. Click the Organization Requests link to see all the requests for your organizations.
4. To see details about a request, click the request title.

Can I Get a Training Walkthrough?

If your team needs further assistance or explanations on how to put SalesLoft to use, you can still receive a training walkthrough from the following sources:

• SalesLoft U
• Weekly Webinar: The webinar is hosted Wednesdays at the times listed below. You may register for the webinar in advanced by selecting the link: 9:30 am EST and 2:00 pm EST