Ticketing system (Salesforce integration)
SellStack integrates with Salesforce to streamline customer service operations and keep support data synchronized between both systems. The integration focuses on reliably exchanging ticket data: subjects, descriptions, types, reasons and ongoing comment threads, so that requests submitted by customers in SellStack are created and updated in Salesforce and replies posted by service agents in Salesforce are visible back to the customer in SellStack. Behind the scenes SellStack executes synchronization tasks that exchange ticket and comment data with Salesforce. These tasks ensure:
New tickets created in SellStack are created in Salesforce as Cases.
Customer comments added in SellStack are appended to the corresponding Salesforce Case.
Agent replies recorded in Salesforce are pulled into SellStack and shown to the customer.
Status and metadata remain consistent across systems.
The Ticketing system lets customers submit support requests and converse with support agents. Tickets submitted here are sent to Salesforce, where they are tracked and handled by the support team. Customer comments and agent replies are continuously synchronized so that the full conversation is available in both systems.
Customers can access the Ticketing system from My Account → Tickets. (see The tickets section in the customer's account dashboard image). If not visible, please contact our support team to manage your subscription plan. The ticket list shows key information for each record, such as:
Status — current processing state (e.g., new, in progress, resolved).
Ticket Number — the unique identifier of the case.
Subject — the ticket title.
Created / Updated — timestamps indicating when the ticket was opened and last modified.
Actions — available actions (e.g., Edit to update fields or add comments).
Each ticket contains the following fields (see Ticket form in the customer's account dashboard image):
Subject — a short title that summarizes the request.
Description — a detailed explanation of the issue or question.
Type — a categorical classification.
Reason — a more specific driver or sub-category used by support teams for routing and reporting.
Comments — the conversation thread. Customers can add multiple comments after creating the ticket; Salesforce agent replies appear in the same thread.
To submit a new ticket, first create the ticket itself. Fill in the subject, description, type, and reason fields and click the submit button. Then you can add comments to the ticket to provide context. Comments cannot be updated, only created.
The tickets section in the customer's account dashboard
Ticket form in the customer's account dashboard
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