Summary

This article provides instructions, and best practices to create a ticket with all the information that is needed to correct issues or provide feedback for our PayFac service.

A lot of issues can be resolved by posting the question/request in one of the Slack support channels. If it isn’t able to be resolved there you will be directed to open a PayFac ticket.

Slack Operations Channels

Why the move from Freshdesk?

In short, because we listened 👂. We received lots of feedback that Freshdesk made it hard for others to see what tickets had already been submitted, what the statuses were on those tickets, and what action had been taken. Integrating that process into Salesforce solves those problems and makes the ticket process much more visible and accessible. Going forward, bugs, feature requests, and general development requests can now be made directly from SFDC using any existing case. This allows the current case (onboarding, support, etc) to remain with the case owner to provide visibility while allowing the PayFac team to receive the request and work on a resolution.

Video Tutorial

2025-09-17_16h25_40.mp4

Process

To provide a more seamless and streamlined process for our customers and internal teams, the PayFac team has moved the ticket submission process from Freshdesk into Salesforce. For simplicity and speed, we replicated XBU's development case submission process for the PayFac.

A PayFac ticket can now be submitted using an existing case created from an email or phone call received.

To submit a case to the PayFac team, the requester only needs to fill out a few relevant fields and update the existing case with some extra details:

• Use the case ‘Description’ field to make sure all relevant information has been added. The more you add, the better and faster we can resolve the issue. Adding internal comments and notes to the details and feed section on the case also greatly helps us resolve the matter in a more timely fashion.
• Include all information to be able to troubleshoot the issue including:
  • Screen shots or videos
  • Logs
  • Error messages received
  • Steps taken to replicate issue
  • Any documents to be uploaded
  • Set the status of the case to “Waiting on internal”

• The next step is to fill out the new 'Payments Development' section on the case. All Case types should have this on the righthand side although you may need to expand the section to view its details.
  • Merchant ID (MID begins with BA for Adyen clients, and acct_ for Stripe clients)
  • The processor (Adyen, or Stripe)
  • VIP Customer (this helps us know if they need to have special urgency or consideration)
  • Escalated (this helps us know if they need to have special urgency or consideration)
  • Suitable Workaround Available (this helps us know if the merchant has other viable means to accept payments or if they are completely stuck).
  • Is Reproducible (can you reproduce the issue yourself?)
  • Request Type (what type of issue is this, Bug, Feature, etc)
  • Payments System Area (where in our PayFac is this issue from?)

• Once the case has those fields filled out, you are done! The case will show up in the PayFac development queue and no further action is required from you unless the PayFac team needs more information. If that's the case, you will be tagged asking to provide additional details.

<aside> 💡

Note: For the case to load to the PayFac Support teams queue both the “Request Type” and “Payments System Area” are required to be filled in.

</aside>

Ticket Prioritization

You can now see how a request has been prioritized right from Salesforce! Supporting so many merchants across all of our business units means we can’t get to every request right away but that hasn’t always been super visible with Freshdesk. With Salesforce we can give you insights into how we prioritize and what types of things you can do to help us know when something is urgent.

• If the merchant is a VIP or is already escalated, we recognize we automatically have to assign a bit more attention to their request.