Publish date:

• 22nd April, 2025

If you experience issues with your CRM, especially if they affect your business, get help from the Salesforce support team immediately. Research from Khoros.com shows that 83% of customers feel more loyal to brands that quickly respond to and resolve their complaints.

According to Microsoft’s “Global Stats of Customer Service,” 58% of customers stop doing business with a company because of poor customer service.

Getting help from Salesforce support can be difficult, even for experienced users. That’s why we decided to research how to contact them quickly and how to get urgent assistance if they don’t reply.

How to Contact Salesforce Support

Salesforce Help Portal

The main way to get assistance is to contact Salesforce customer support for quick help through the Salesforce Help portal.

How to Submit and Manage Support Cases Online via Salesforce Help

Salesforce Help helps customers get support, access Premier features, and find useful resources quickly. You can log in through the Trailblazer.me portal to manage all your Salesforce Orgs in one place. This allows you to easily navigate Salesforce’s sites, like the Trailblazer Community and Trailhead, view all your Organizations, and ask for help with them.

Access to the Help portal depends on the user's license type. However, users of Salesforce services like Social Studio or Pardot cannot access the Help portal using their service credentials.

Salesforce Help is a self-service hub that makes it easy to find support quickly. Before opening a support case, you can get help from different sources. The homepage features four main tiles for key resources: Documentation, Trailblazer Community, Trailhead, and Events.

Salesforce offers helpful resources for support and troubleshooting. You can find guides, videos, and presentations to help you achieve your goals.

The self-service portal, Trailblazer Community, lets you connect directly with Salesforce experts, admins, and other users. You can ask questions, share your experiences, and suggest ideas for improvement.

Trailhead, our online training hub, allows you to find articles, watch videos, and complete modules, quizzes, and challenges.

The events section lets you view a calendar of upcoming events. You can sort these events by Product, Event Type, Date Range, and Preferred Language. This way, you can choose the event that suits you best, sign up, and ask your questions directly to Salesforce experts.

Besides that, the Salesforce Help home page has links to other sections:

• Tableau support

• Heroku support,

• Mulesoft customer support,

• Slack customer support.

On the Salesforce support desk, you can find links to:

• Current popular topics in documentation.

• Check out the YouTube Support Channel. It has tutorials and helpful videos to enhance your Salesforce operations and learn about new features.

• Join our Webinar Video Channel to participate in live workshops or watch on-demand webinars. This is a great way to learn more about Salesforce features and gain valuable business insights.

• Expert Coaching Videos provide tutorials and guidance from Salesforce professionals.

• These videos are similar to other sections and aim to help users learn effectively.

You can log a Support Case if you are a Standard, Premier, or Signature customer and cannot find a solution using the resources above. To do this, follow these steps:

• Log in to your Salesforce Org and click on the question mark “❓” in the upper right-hand corner of the page;

• Click “Get Support”;

• Click “Contact Support”;  

• Click “Create a Case” on the “Create a Case” board. Besides it, you can see there are two more tiles — “Live Chart” and “Call Us“;

• Click “Product” or “Technical Support” if you have questions about Salesforce products, developer support, feature activation, etc. (If you have questions about Salesforce contacts, invoicing, or payments, click “Log a Billing Case“);

• Select the product where you are having an issue;

• Select the best topic. Your OrgID will be pre-populated. If you can’t find your OrgID or MID, you can click on the links provided on the “Create a Case” page.  Make sure that the Salesforce support team will have login access for troubleshooting your issue.

• Write a concise case subject;

• Add more details in the description box;

• Select the time zone you are in and any boxes that describe the business impact of your issue. The *recommended severity will be populated based on these selections that can be adjusted later;

• Add any files/screenshots to your case if you have any. The maximum number of files attached to one case is 10, and the maximum file size of a single attachment is 4.2 MB;

• Add up to 20 people Case Collaborators in the open support Case to keep them in a loop and help a primary Case Contact with managing and responding to Case email notifications.

• Click “Create a Case,” and you are done.

There are 4 Salesforce support case severity levels:

• level 1 – critical – (Key business operations stop with no decent workaround that poses financial loss risk),

• level 2 – urgent (key business operations are impacted with no workaround),

• level 3 – high – (key business operations are affected with a workaround, OR non-key business operations affected with no workaround),

• level 4 – medium – (non-key business operations affected with a workaround, OR no business operations affected).

After you submit a case, you can view its details, add comments, and change the severity level if you need to escalate it. Remember that you can close Salesforce cases created in the Help Portal, but you cannot delete them.

Salesforce Phone Support

Salesforce offers phone support to customers with Standard (for critical issues), Premier, and Signature plans. In the US, Salesforce also has a special customer support line for clients with hearing or speech impairments called Salesforce Accessibility Support.

You can call these numbers using the telecommunications relay service (TRS). To reach a TRS anywhere in the United States, dial 711, or use the United States TRS directory to find the specific number you need for your state.

You can call Accessibility Support at 1-866-284-6021 (Toll-free, US-only):

• Salesforce Premier Support (English) – Monday-Friday, 8 AM – 8 PM EST

• Salesforce Standard Support (English) – Monday-Friday, 8 AM – 8 PM EST (for Severity 1 issues)

You can contact Accessibility Support for Sales Cloud, Service Cloud, Marketing Cloud, Pardot, Salesforce CPQ, Salesforce Billing, B2B Commerce, and DMP using the following phone number.

Also, be ready to answer the following questions of the Salesforce support agent:

• Your First and Last name

• Your Email Address or Username

• Your Account Name

• Your Org ID

• Your Phone Number

• Your Salesforce Cloud or Product

• The Case Number if applicable

Salesforce asks its customers to check or update their phone numbers when they log in to Salesforce Help. This helps the support team find their account information more easily.

How to Contact Salesforce Support by Phone Worldwide

How to Contact Salesforce Phone Support by Region

How to Contact Salesforce Support by Region and Country: Salesforce Language Support

AMER (North America) 

Salesforce Support Hours and Languages:

• English Support – 24 /7

• French Support (Canada) – Monday-Friday, 3:00 AM – 11:30 AM EST

How to Call Salesforce Support in AMER Region

LACA (Latin & Cental America)
 

Salesforce Support Hours and Languages:

• English Support – 24/ 7

• Spanish and Portuguese Support (countries noted below) – Monday-Friday, 8 AM – 8 PM EST

How to Call Salesforce Support in LACA Region

EMEA (Europe, the Middle East, and Africa)
 

Salesforce Support Hours and Languages:

• English Support – 24 /7.

• French, German, Italian, Dutch, Spanish, and Portuguese Support (countries listed below) – Monday-Friday, 8 AM – 4:30 PM GMT

How to Call Salesforce Support in EMEA Region

APAC (Asia-Pacific)
 

Salesforce Support Hours and Languages:

• English Support – 24/7

• Mandarin and Korean Support (countries noted below) – Monday-Friday, 10 AM – 7 PM AEST

How to Call Salesforce Support in APAC Region

Japan
 

Please Note:

• Japan Support is available in Japanese language only. For English Support call the APAC customer support number +65 6302 5700.

• Premier Passcodes are required when calling for Japanese Support at this time. Please have your passcode available when you call Support.

Service Cloud, Sales Cloud, Sales Analytics, and Service Analytics Support:

• Salesforce Premier Support – Monday-Friday, 9 AM – 6 PM JST  (24 /7  for Emergency Support)

• Salesforce Standard Support – Monday-Friday, 9 AM – 5 PM JST (for Severity 1 Issues)

How to Call Salesforce Support in Japan

Salesforce Marketing Cloud Support:

• Premier Support – Monday-Friday, 9 AM – 6 PM JST (24 / 7  for Severity 1 and Severity 2 Issues)

• Standard Support – Monday-Friday, 9 AM – 5 PM JST

Pardot Customer Support:

• Premier Support – Monday-Friday, 9 AM – 6 PM JST  (24/ 7  for Emergency Support)

• Standard Support – Monday-Friday, 9 AM – 5 PM JST (for Severity 1 Issues)

B2B Commerce Cloud Support:

• Premier Support – 9AM – 6PM JST (24/ 7 for Emergency Support)

• Standard Support – Monday-Friday, 9 AM – 5 PM JST (for Severity 1 Issues)

Online Live Chat Support
 

This contact option is available only to Premier and Signature customers with a Success Plan. To start a new Chat session, you need to follow these steps:

• Log in to Salesforce Help

• Click Contact Support

• Click Live Chat.

Salesforce Support Case Prioritization

Tickets received are prioritized based on the severity tier of the issue.

Business Hours are regionally 8:30 am to 5:30 pm Monday – Friday (excluding regional holidays).

Customer Support for Additional Salesforce Products

How to contact Tableau support 

You can get support for the following Tableau products:

• Tableau Desktop,

• Tableau Prep Builder,

• Tableau Server,

• Tableau Online,

• Tableau Public,

• Tableau Mobile,

• Tableau Reader,

• Hyper API.

The company provides several options for getting help besides submitting a Tableau support case, such as:

• I am looking through customer service FAQs, the Knowledge Base, help documentation for upgrading Tableau Server, and the Community Forum.

• To get help from Tableau support, follow the company on Twitter @TableauSupport.

You can reach Tableau customer service at customerservice@tableau.com if you need help finding your site administrator. To contact Salesforce support, visit their page for assistance based on your region and country.

The company provides a Premium Support option as well.

When you submit the case, you will have to give the following information:

• Description of the product you have the issue with and description of the problem

• Impact & Severity level

• Your contact information

• Company Name

• Preferred language, support region, and timezone for this request.

Also, you can add up to 3 files that are no larger than 5MB. If you have more files to attach, you need to add them via the link: http://tabsoft.co/2jlnnDG

How to contact Heroku support

Heroku offers support for main product areas:

• General Platform Features,

• Account Management,

• Domains and Routing,

• Billing and Payment,

• Security,

• Heroku Postgres,

• Heroku Connect,

• Heroku Redis,

• Heroku Kafka,

• CI & Pipelines & Review apps,

• Platform Error Codes,

• Command Line Tools.

You can get immediate help with your issues by:

• exploring the help documentation

• searching through questions on Stack Overflow.

Heroku offers standard (12/5) and premium (24/7) support plans.

You can submit the case by logging in to your Heroku account or emailing customer service at support@heroku.com from the email address associated with your account.

Meanwhile, you can check for known issues on the Heroku Status website.

How to contact Mulesoft support

You can ask for help with Mulesoft functionality via different portals:

• General forum – where you can ask questions to the community and share your knowledge

• Training forum –  where you can discuss questions related to training classes.

• Resources – a repository of technical docs, guides, and tutorials

• Discussion groups – where you can exchange ideas and product news with your peers

• Community – a place for networking with other users at Meetups and getting acquainted with Mulesoft Ambassadors

• Mulesoft Support – where you can contact Support, log cases, review subscriptions. To gain access to your cases, downloads and subscriptions, you need to log in with an Enterprise support account.

Prior to submitting the case, you are offered to read about:

• the Mulesoft customer support process and its terms,

• how the company provides feedback on support cases,

• available support & troubleshooting tools.

How to contact Slack support

The Slack Help Center portal showcases knowledge articles on topics like:

• what you need to know to get started with the Slack platform,

• how to use Slack features,

• how to adjust profile & preferences,

• how to connect & automate tools,

• how to manage Slack workspace,

You can find Slack tutorials there as well.

To contact the Slack support center, you need to submit your case via a Contact Us form or sign in to your Slack account.

If you choose to reach out to Slack Customer Support by filling out the Contact Us form, you should:

• add an email address,

• select a topic,

• describe the issue.

Unfortunately, there’s no Slack Customer Support phone number or live chat option available on the website.

The Slack Support email can be found at the AppExchange profile for Salesforce for Slack app – feedback@slack.com.

What Should You Do If You Can’t Reach the Salesforce Support Team?

Even though there are many ways to get support from Salesforce and solve issues, many customers still feel unhappy. Customer service is a hot topic on review platforms and is often the most discussed item on the list of Salesforce pros and cons.

You need to pay for 24/7 support because it is a premium feature. If you want your issue resolved quickly, you have to choose this option. However, some Salesforce users report that paying for this support does not always mean your problem will be solved quickly.

It can be hard to contact a live Salesforce Customer Service team. Many reviews on different platforms show that customers often struggle to reach support agents.

Self-service portals often have limited help, and some questions may go unanswered for a long time. If you need quick assistance, the best option is to connect with Salesforce consulting partners like Codleo.

As CRM consultants with strong experience in Salesforce, we can help you solve your issue without needing to contact Salesforce support. As your consulting partner, we ensure easy maintenance and management of your platform, along with clear communication with our CRM support team.

You can get help easily. There are no complicated quizzes or confusing FAQs to navigate.

We made this process easier so you can get your business back on track during times of high stress and vulnerability.

Our CRM experts offer a wide range of Salesforce support and administration services, including:

• 24/7 system monitoring

• System administration

• Data administration

• Salesforce health check

• CRM concierge service

• Salesforce development support and troubleshooting

• AppExchange app development support.

We support a broad range of Salesforce products: Sales Cloud, Service Cloud, Marketing Cloud, Pardot, Experience (Community) Cloud, Financial Services Cloud, App Cloud, Health Cloud, Einstein Analytics.

When you work with Codleo, you can choose how much control you want over your project. You can decide whether to collaborate with our team in Delaware or to save money by outsourcing your project to our offices in Southern or Eastern Europe.