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Salesforce Ticketing
Internal User Guide

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Table of Contents

Version Control ............................................................................................................................................. 3

New Changes ................................................................................................................................................ 4
Account Hierarchy......................................................................................................................................... 5
Retail ......................................................................................................................................................... 5
Whitelabel ................................................................................................................................................. 5
Ticket Record Types ...................................................................................................................................... 6
Internal Ticket Process for Customer Tickets ............................................................................................... 7
Retail Support ........................................................................................................................................... 7
NOC and Business Services ....................................................................................................................... 7
Required Fields.......................................................................................................................................... 7
Closing a Ticket ......................................................................................................................................... 7
Customer Ticket Process ............................................................................................................................... 8
Email-to-Case ............................................................................................................................................ 8
Portal Users ............................................................................................................................................... 8
Ticket Teams ................................................................................................................................................. 9
Members Added Automatically ................................................................................................................ 9
Ticket Team Buttons ................................................................................................................................. 9
Ticket Team Section .................................................................................................................................. 9
Email Notifications ...................................................................................................................................... 11
Views ........................................................................................................................................................... 13

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Version Control
Version Author Date Changes
V 1.0 Michelle LaBrosse 2015-11-11
V 1.1 Michelle LaBrosse 2017-06-21 Draft - Adding changes for Ticket
Teams and new Email Notifications
V 2.0 Michelle LaBrosse 2017-06-26 Final Draft

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New Changes
These following changes are new and specifically detailed throughout this document. For easy
reference, any section pertaining to these changes are highlighted.

• Easy Upload – upload multiple files at one time.

• New Look to Email Notifications - new enhanced email notifications including custom comment
notifications that enable Email-to-Case responses for our Retail customers.
• Preferred Contact – automatically notify a single distribution list for each Operator or Retail
Account on ticket creation and subsequent ticket notifications. Provides the opportunity to use
the Ticket Contact field for the tech working the ticket rather than the DL as previously required.
• Ticket Teams – bringing you the ability to CC yourself on a ticket to receive email notifications
even when you are not the assigned contact or owner. Also allows you to manually CC a
customer user or contact so they can receive future notifications.
• Chatter and Feed – will be disabled to support the new Ticket Team notifications, streamline
communication within case comments, and to improve overall reporting capabilities.

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Account Hierarchy
There are several types of Accounts in Salesforce and are used to distinguish Retail from Whitelabel.

Retail uses the following Record Types

• VAR
• Retail
• Former Alteva

For Retail, there is often a VAR or Retail Account identified as the ‘Parent Account’. Under the Parent
Account there may be additional Retail Accounts identified as ‘Children Accounts’ or ‘Locations’.

Fig. 1

Whitelabel uses the following Record Types

• Operator
• CMTS
• End User

For Whitelabel, Operator Account is the highest level ‘Parent Account’. The CMTSs and End Users are
the ‘Children Accounts’ below Operator.

Fig. 2

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Ticket Record Types

These are the Ticket Record Types and intended purpose of each. The sections that follow provide
specific details on the ticket process, including how customers submit tickets.

Request:
• Internal Only ticket - ticket is not visible to customers and only internal notifications will be sent
• Any project related tickets that are not maintenance related
• An Internal User created ticket that is not related to a production issue or maintenance with a
customer (i.e., IT helpdesk request)

Wholesale Trouble:
• An Operator, or an End User, is experiencing an issue that is service affecting.
• A device that we monitor has alarmed.

Wholesale Change:
• An Operator requests that a change be made to one or more of their systems.
• An Internal User requests that a scheduled change be made to one or more of an Operator’s
systems.

Retail Trouble:
• Technical Issue related to a VAR or Retail customer

Former Alteva Retail Trouble

• Technical Issue related to a VAR or Retail customer on the Former Alteva platform

Retail MACD:
• A VAR or Retail customer wants to make a change to their service. These changes include
(M)ove, (A)dd, (C)hange, or (D)elete.

Former Alteva Retail MACD

• A VAR or Retail customer on the Former Alteva platform wants to make a change to their
service. These changes include (M)ove, (A)dd, (C)hange, or (D)elete.

Retail Billing:
• A VAR or Retail customer has a question that pertains to anything billing related

Trouble:
• Ticket created in TTS that are loaded into Salesforce via API

Fraud
• Ticket created as the result of reported fraudulent voice activity
• Fraud tickets are used for Operators, End Users, VAR, Retail, and Former Retail Accounts alike

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Internal Ticket Process for Customer Tickets

Retail Support (Birmingham and Philly) uses the following Ticket Record Types for customer issues:
• Retail Trouble – Retail Technical Support is the default Department. Owner is set by Round
Robin auto-assignment
• Retail MACD – Retail Customer Support is the default Department. Owner is set by Round Robin
auto-assignment
• Retail Billing Retail – Retail Customer Support is the default Department. Owner is set by Round
Robin auto-assignment
• Former Alteva Retail Trouble – PHL Technical Support is the default Department. Owner is set
by Round Robin auto-assignment
• Former Alteva Retail MACD – PHL Technical Support is the default Department. Owner is set by
Round Robin auto-assignment

NOC and Business Services (Kennesaw and Cartersville, respectively) use the following Ticket
Record Types for customer issues:
• Wholesale Trouble – Business Services is the default Department. Owner is set by Round Robin
auto-assignment. Wholesale Trouble tickets created as the result of an alarm default to the
NOC Department and the Owner is the NOC queue.
• Wholesale Change – NOC is the default Department. Owner is the NOC queue.

Required Fields
Each Customer Ticket has a set of required fields that must be filled out before the ticket can be
submitted. Depending on the type of issue, there may be other expected fields but are not specifically
required:
• Account
• Department
• Subject
• Description

Closing a Ticket
When a Customer Ticket is closed, two Resolution Comments fields allow users to add notes regarding
the ticket resolution. The Resolution Comments (Public) field is visible to customers and included in
their email notifications. For internal only resolution comments, use the field labeled (Private).
Customers will not have access to the Resolution Comments (Private) field or its data.

The previously used Internal Comments and Comments fields that were on the Case Closed Layout have
been removed; though any previously entered Internal Comments are available and Read-Only on all
internal Case Layouts.

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Customer Ticket Process

Email-to-Case

Retail Customers have Email-to-Case enabled. This allows Retail customers the ability to open a case by
sending an email to an issue type specific email address. Retail Customers will also be able reply to
email notifications to append their responses to their ticket.

Retail Customers use the following Email-to-Case addresses to open the specified Ticket Record Type
• techs@momentumtelecom.com opens a Retail Trouble ticket
• ccare@momentumtelecom.com opens a Retail MACD ticket
• casesupport@momentumtelecom.com and custsupport@momentumtelecom.com open a
Former Alteva Retail Trouble ticket
• change.request@momentumtelecom.com opens a Former Alteva Retail MACD ticket
• There is not currently email-to-case enabled for Retail Billing, Wholesale Trouble, or Wholesale
Change

Portal Users

Whitelabel Customers have access to a Momentum Community Portal in which they can submit, view,
update, and close tickets pertaining to their Accounts. Community Users can select from Wholesale
Trouble, Wholesale Change, or Fraud tickets. Momentum Community Users have access to view and
edit any ticket related to their Accounts regardless of which of the Operator’s User entered the ticket.

Former Alteva Customers have access to a Self-Service Portal in which they can create, view, edit, or
close Former Alteva Retail Trouble tickets only. The Self-Service Users only have access to tickets they
created themselves.

When either a Community or Self-Service Portal User adds a comment to an open ticket this will
automatically change the Status of the ticket to Updated. If the ticket is closed and a Portal User adds a
comment, that ticket will be reopened and set back to the default Department for that Ticket Type as if
it were a new ticket.

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Ticket Teams
Ticket Teams allow Contacts and Users to follow tickets and opt-in on Email Notifications even if they
are not the current Owner or case Contact.

Members Added Automatically

The Case Contact and the Account Preferred Contact are automatically added to the Ticket Team any
time a case is created or updated. If at any time the Case Contact is changed, the previous Case
Contact(s) will remain on the Ticket Team with the new Case Contact automatically added/

The Account Preferred Contact field is visible to all Internal and Momentum Community Users, however,
only select Internal User Groups have permissions to edit this field. This list of authorized users include
Implementations, Service Delivery, Account Management, and Application Support.

Ticket Team Buttons

Internal Users have two ways of updating the Ticket Team.

Add Me to the Ticket Team and Remove Me from the Ticket Team buttons (Fig. 3) are now available at
the top of every Case Layout. Use these buttons to add or remove yourself from the Ticket Team.

Fig. 3

*Please note, if you are the Case Contact, using the Ticket Team buttons will add your user to the Ticket
Team and you will appear on the Ticket Team twice (this will not cause you to receive duplication
notifications however).

Ticket Team Section

Internal Users can also add Customer Users or Contacts to the Ticket from the new Ticket Team section.
Retail Contacts can be added to Retail Tickets and Whitelabel Users can be added to Wholesale Tickets.
To add a contact or user select the record from the drop down and click Add (Fig. 4). If you do not see a
user or contact that you expect to see, check to make sure that they are not already added to the Ticket
Team and then verify that the Contact or User you are looking for is associated with the Account on the
Case.

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Fig. 4

*Please note, if you remove one of the first two Ticket Team Members from the list that record will be
readded on the next ticket update, as these records are the Case Contact and/or Account Preferred
Contact and are automatically added to the Ticket Team.

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Email Notifications
Email Notifications are sent according to the table below (Table 1). At no point will External Contacts or
Users be recipients on the same Email Notifications as Internal Users. In addition, the From address is
an Organization Wide address, not an Internal User email addresses.

Ticket Type Action Recipients From Address

Create
Department Change **INTERNAL**
Public Comment Case Owner
Request Close Internal Ticket Team Members Noreply@momentumtelecom.com
Create
Department Change **INTERNAL**
Public Comment Case Owner
Customer Ticket Close Internal Ticket Team Members Noreply@momentumtelecom.com
Create
Public Comment **EXTERNAL** Record Type specific Email-to-Case
Customer Ticket Close External Ticket Team Members Address
Table 1

Internal Email Notifications for Customer tickets will include “CUSTOMER TICKET” in the subject line so
these can be clearly identified. The format of each subject line according to the action is listed below
(Table 2).

Ticket Type Action Email Notification Subject

Request Create NEW REQUEST TICKET - Priority: {!Case.Priority} - Ticket #
{!Case.CaseNumber} - Assigned to {!Case.Department__c}
Department Change NEW REQUEST TICKET - Priority: {!Case.Priority} - Ticket #
{!Case.CaseNumber} - Assigned to {!Case.Department__c}
Public Comment UPDATED REQUEST TICKET - Priority: {!Case.Priority} - Ticket #
{!Case.CaseNumber}
Close CLOSED REQUEST TICKET - Priority: {!Case.Priority} - Ticket #
{!Case.CaseNumber}
Customer Create NEW CUSTOMER TICKET - {!Case.Record_Type_value__c} Ticket#
(Internal) {!Case.CaseNumber} - Assigned to {!Case.Department__c} -
Account: {!Account.Name}
Department Change ASSIGNED CUSTOMER TICKET - {!Case.Record_Type_value__c}
Ticket # {!Case.CaseNumber} - Assigned to {!Case.Department__c} -
Account: {!Account.Name}
Public Comment UPDATED CUSTOMER TICKET - {!Case.Record_Type_value__c} Ticket
# {!Case.CaseNumber} - Comment added by {!User.Profile} User
{!Case.LastModifiedBy} - Account: {!Account.Name}
Close CLOSED CUSTOMER TICKET - {!Case.Record_Type_value__c} Ticket #
{!Case.CaseNumber} Closed by {!User.Profile} - Account:
{!Account.Name}

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Ticket Type Action Email Notification Subject

Customer Create Momentum Ticket # {!Case.CaseNumber} - Opened - Subject:
(External - {!Case.Subject}
Whitelabel)
Public Comment Momentum Ticket # {!Case.CaseNumber} - Updated - Subject:
{!Case.Subject}
Close Momentum Ticket # {!Case.CaseNumber} - Closed - Subject:
{!Case.Subject}
Customer Create Momentum Ticket# {!Case.CaseNumber} - Opened -
(External - {!Case.Thread_Id}
Retail)
Public Comment Momentum Ticket# {!Case.CaseNumber} Updated -
{!Case.Thread_Id}
Close Momentum Ticket# {!Case.CaseNumber} - Closed -
{!Case.Thread_Id}
Table 2

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Views
There are companywide Views created for every department. If as user you would like a custom View
created, you have the ability to do so. An example of the View creation is below (Fig. 5)

Fig. 5

Please note, to create a view to see tickets where you are on the Ticket Team, select the radio button
“My Ticket Teams” and then customize your fields to display.

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