---
schema_version: "1"
id: cbad495edbd68cdfb94b8a7db1aba4309c57df33505295450d2c9c992659a627
title: Ticket Access and Notifications in Salesforce Spiff
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/spiff_ticket_access.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.spiff_ticket_access.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1a0ed0ebbda23b6c7dd54dfdb11879beb6f3db53363d2a5089b8a1ebc7774d11
description: Ticket access in Spiff is independent of access to related statements or obligations. Any user with visibility into a ticket can resolve it, regardless of their permissions for the underlying records.
products:
  - Sales Cloud
  - Sales Enablement
release: "264"
---
# Ticket Access and Notifications in Salesforce Spiff

Ticket access in Spiff is independent of access to related statements or obligations. Any user with visibility into a ticket can resolve it, regardless of their permissions for the underlying records.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Professional</strong> Edition with Web Services API Enabled</td></tr></tbody></table>

## Users

If you set up the built-in ticket management system, reps can submit tickets from statements or obligations. If you set an external ticket management system, reps can submit tickets from statements only.

By default, a rep doesn't have access to a ticket opened on their statement or obligation that another user submitted.

A user can view a ticket in these scenarios.

- They submitted 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 user who submitted the ticket.
- They have the default Company Admin or Finance role.
- They have a custom role with the Tickets: View permission turned on.

## Team Leads

A team lead can view and export all tickets that their team members have submitted. By default, a team lead receives notifications for tickets that team members submit only if the team member mentions them or admins specify that team leads receive notifications for tickets. A team lead can access the statement related to a ticket only if they have permission to view the statement.

## Admins

Users defined with the default Company Admin or Finance role can view, export, and manage all tickets from the Tickets page. You can change ticket statuses, assign tickets to other users, and receive automatic notifications for new tickets.

If you create a custom role, turn on the Tickets: Manage permission. See [Create a Custom Role in Salesforce Spiff](https://help.salesforce.com/s/articleView?id=sales.spiff_users_roles_custom.htm&release=264.0.0&type=5 "Fine-tune access for incentive compensation plans and give stakeholders control of specific Salesforce Spiff functionality. If a default Spiff role doesn’t provide the appropriate permissions for a user, create a custom role using a default role as a starting point.").

## Notifications

Each user can change their default ticket notifications. See [Manage Notifications in Salesforce Spiff](https://help.salesforce.com/s/articleView?id=sales.spiff_notifications_setup.htm&release=264.0.0&type=5 "Receive notifications by email, in-app, or in Slack for activity in Salesforce Spiff. Receive notifications for comments, statement approvals, change set deployments, and changes in ticket status. Admin users can also receive notifications for new tickets.").