The quickest way to contact Salesforce support is to log in to Salesforce Help, select Contact Support, and create a case. Depending on your Success Plan, you may also be able to use live chat or request a call.
Critical (Severity 1) issues may qualify for 24/7 support under eligible plans and products. If the problem involves custom code or integrations, a Salesforce support partner can help troubleshoot issues specific to your org.
If Salesforce is down or something important has stopped working, you need help fast. But many users lose time because they don't know which support option to use, or they submit a case that doesn't give Salesforce enough detail.
This guide shows you the official ways to reach Salesforce support: the Help portal, phone, live chat, and the Trailblazer Community. We'll also cover how severity levels work, practical tips to get your case moving faster, and what to do when Salesforce says your issue is outside its scope.
| Option | Use It For | Who Can Use It* |
|---|---|---|
| Help Portal (Create a Case) | Most technical and billing issues | Customers with case-submission access |
| Phone | Urgent or critical issues | Depends on your Success Plan |
| Live Chat | Quick help with non-critical issues | Available on eligible plans and products |
| AI Help in Salesforce Help | Quick answers and basic troubleshooting | Where available in Salesforce Help |
| Trailblazer Community | How-to questions and advice from other users | Community members |
| Salesforce Partner | Custom code, integrations, and configuration problems | Depends on your support agreement |
*Support options vary by Success Plan, region, product, and account permissions. Check Salesforce Help for the options available to your organization.
Start with Salesforce Help for suspected platform problems or account-related issues. For errors in custom automation, Apex code, third-party integrations, or your organization's configuration, consider involving your internal Salesforce team or an experienced consulting partner.
Codleo's Salesforce consultants can help troubleshoot custom code, integrations, automation, and configuration issues. Get support tailored to your Salesforce environment and business needs.
Talk to a Salesforce Expert →
When Salesforce isn't working, your teams feel it straight away. Sales reps can't update deals, service agents can't see customer history, and managers can't trust their reports. Even a few hours of disruption can mean missed leads, delayed orders, and unhappy customers.
The problem is that a lot of time gets lost before anyone even starts fixing the issue. People call the wrong number, pick the wrong product, choose a low severity for an urgent problem, or write a case like "Salesforce not working" with no details. Then the support agent has to come back with questions, and the clock keeps ticking.
Deals cannot be updated, and important leads may be missed.
Customer history becomes difficult to access, slowing responses.
Reports become unreliable, making decisions harder.
Getting a few things right from the start makes a big difference:
Choose the support channel that matches how urgent your issue is.
Select the appropriate severity level so your case receives the right priority.
Share enough information upfront so the support agent can begin troubleshooting without unnecessary back-and-forth.
Know what Salesforce support covers so you can avoid delays when an issue falls outside its scope.
The rest of this guide walks you through each of these steps, helping you reach the right support team and communicate your issue more effectively.
Learn more about Salesforce support options, service coverage, and how to choose the right support arrangement for your business.
Read the Salesforce Support Guide →Salesforce Help is the main place to get support. You can search documentation, create and track cases, and, depending on your plan, start a chat or request a call. Creating a case here also gives you a written record of the issue, which helps if it needs to be escalated later.
Open Salesforce Help →Before you raise a case, check Salesforce Trust. It shows service status, planned maintenance, and known incidents for your instance. If there's an outage already listed, you can follow Salesforce's updates there instead of waiting for an individual case response.
You can also search Known Issues in Salesforce Help to see if others have reported the same problem and whether a workaround exists.
Check current incidents, instance status, and scheduled maintenance.
Check Service Status →Look for confirmed bugs, existing reports, and available workarounds.
Search Known Issues →You need a Salesforce login with the appropriate support access to create a case. The exact screens can change over time, but the process usually looks like this:
Visit help.salesforce.com, or open Help from inside Salesforce using the ? icon at the top right.
Find the Contact Support option to access the support channels available to your account.
Select Create a Case. Depending on your Success Plan, chat or callback options may also appear.
Choose the category that best fits your request, such as a technical or product issue, or a billing question.
Select the product or cloud affected by the issue to help route your case correctly.
Confirm the Organization ID. If it isn't filled in automatically, find it under Setup > Company Information.
Write a specific subject, explain the problem in detail, and choose the severity that matches the business impact.
Upload screenshots, error messages, or log files. Check the attachment limits displayed on the form.
If the option is available, include teammates who should receive updates or help answer follow-up questions.
Click Submit or Create Case. Save the confirmation and case number so you can track progress and follow up.
Save your case number and Org ID somewhere easy to find. You'll need them if you call Salesforce Support, follow up on your case, or request an escalation.
| Resource | What It's Useful For |
|---|---|
| Documentation | Official guides, setup steps, and release notes for Salesforce products. |
| Known Issues | Bugs Salesforce has already confirmed, including their status and available workarounds. |
| Trailhead | Free learning modules to understand features and troubleshoot common problems. |
| Trailblazer Community | Answers and practical advice from other Salesforce users and experts. |
| Events and Webinars | Live sessions covering new features, Salesforce releases, and best practices. |
You can call Salesforce support for urgent issues, but what's available depends on your Success Plan. Critical (Severity 1) issues are typically supported 24/7 under applicable support terms, while broader phone access usually comes with paid plans.
Whenever possible, create a case first so the support agent can find your account details, understand the issue, and review the information you've already provided.
| Success Plan | Typical Phone Access* |
|---|---|
| Standard Included with eligible licenses | Primarily for critical Severity 1 issues, when supported by the product and plan. |
| Premier Paid support plan | Phone support for additional severity levels, with enhanced response targets. |
| Signature Premium support plan | Enhanced support coverage, including dedicated technical contacts and 24/7 assistance for eligible issues. |
*Phone availability, coverage hours, and response targets depend on your Salesforce product, Success Plan, and contract. Check the official Salesforce Success Plans information for current terms.
Salesforce phone numbers vary by country and language, and they're updated periodically. The safest way to find the correct number is through your own Salesforce Help account.
Open Salesforce Help and sign in with your account.
Select Contact Support to view the available support channels.
Look for Call Us or the phone option, if available, to find contact details for your region and plan.
Important: Avoid relying on phone numbers copied from old blog posts or forums. They may be outdated or may not apply to your support plan.
English support is generally available around the clock for eligible critical issues. Support in other languages is usually offered during specified regional business hours.
| Region | Languages Commonly Supported* |
|---|---|
| North America (AMER) | English, plus French for Canada |
| Latin America (LACA) | English, Spanish, and Portuguese |
| Europe, Middle East & Africa (EMEA) | English, plus languages such as French, German, Italian, Dutch, Spanish, and Portuguese |
| Asia-Pacific (APAC) | English, plus languages such as Mandarin and Korean |
| Japan | Japanese, with English available through applicable APAC support channels |
*This is a general regional overview, not a guaranteed language-availability list. Confirm current language options and operating hours in Salesforce Help.
Keeping the following information handy helps the support agent identify your account and understand the issue faster.
Submit a case through the Salesforce Help portal before making your call whenever possible. The support agent can review your issue straight away, and you'll have a written record of the conversation, attachments, and follow-up actions.
Salesforce provides accessibility-related support resources for customers who need them. In the United States, people with hearing or speech impairments can also use the Telecommunications Relay Service by dialing 711.
Check Salesforce Help for current accessibility support contact information and available assistance options.
Visit Salesforce Help →Salesforce support phone numbers vary by region and country. The following tables organize the regional contact numbers and available support languages shown in the reference directory.
Phone support eligibility, operating hours, toll-free access, and available languages may depend on your Salesforce product, Success Plan, and location.
| Region | Phone Number in Reference |
|---|---|
| AMER (North America) | 1-800-667-6389 |
| LACA (Latin & Central America) | +1-866-450-8123 |
| EMEA (Europe, Middle East & Africa) | 00800 7253 3333 |
| APAC (Asia-Pacific) | +65 6302 5700 |
| Japan | 0120-733-251 |
| Region/Country | Phone Number | Available Languages |
|---|---|---|
| AMER | 1-800-667-6389 | English |
| Canada | 1-877-282-1987 | French, English |
| Region/Country | Phone Number | Support Languages |
|---|---|---|
| LACA | +1-866-450-8123 | Spanish, English |
| Argentina | 0800-4442631 | Spanish, English |
| Brazil | 0800-8911887 | Portuguese, English |
| Chile | 123-0-020-5564 | Spanish, English |
| Colombia | 01-800-518-4149 | Spanish, English |
| Mexico | 001-8664508123 | Spanish, English |
| Region/Country | Phone Number | Support Languages |
|---|---|---|
| EMEA | 00800 7253 3333 | English |
| Austria | 0800-295282 | German, English |
| Belgium | 0800-76981 | French, English |
| Czech Republic | 0080080001415 | English |
| Denmark | 80253469 | English |
| Finland | 0800-9-12734 | English |
| France | 0 800 908 534 | French, English |
| Germany | 0800-1822338 | German, English |
| Greece | 00800 7253 3333 | English |
| Ireland | 00800 7253 3333 | English |
| Israel | 1-80-9216278 | English |
| Italy | 800 782619 | Italian, English |
| Luxembourg | 00800 7253 3333 | English |
| Netherlands | 0800 0200431 | Dutch, English |
| Netherlands Antilles | 001-8669246142 | Dutch, English |
| Norway | 800-12363 | English |
| Portugal | 800-8-55236 | Portuguese, English |
| Russia | 8-10-8002-4414011 | English |
| South Africa | 0800981351 | English |
| Spain | 800300229 | Spanish, English |
| Sweden | 0200 285660 | English |
| Switzerland | 800000010 | German, English |
| UAE | 800-035703814 | English |
| UK | 0800 0921223 | English |
| Region/Country | Phone Number | Support Languages |
|---|---|---|
| APAC | +65 6302 5700 | English |
| Australia | 1800 667 638 | English |
| China National | 4001-201224 | Mandarin, English |
| Hong Kong | 800-967-655 | Mandarin, English |
| India | 000800-001-6000 | English |
| Indonesia | 0018030114118 | English |
| Korea | 00308-1-21566 | Korean, English |
| Malaysia | 1-800-8-13698 | English |
| New Zealand | 0800 450 064 | English |
| North China | 10-800-712-1782 | Mandarin, English |
| Philippines | 180011141897 | English |
| South China | 10-800-120-1782 | Mandarin, English |
| Singapore | 800-1301448 | English |
| Taiwan | 00801-138701 | Mandarin, English |
| Thailand | 001-800-12-066-6329 | English |
| Country | Phone Number | Support Languages |
|---|---|---|
| Japan | 0120-733-251 | Japanese |
The numbers and languages above are reproduced from the supplied reference images and have not been independently verified as current. Salesforce may change regional phone numbers, support hours, and language availability.
For the most reliable contact information, sign in to Salesforce Help, open Contact Support, and check the phone options available for your account and Success Plan.
Visit the official Salesforce Help portal to confirm the appropriate support channel for your region and subscription.
Check Official Salesforce Help →Salesforce Help offers chat-based support in two ways: an AI assistant for quick answers, and live chat with a support agent for customers on eligible Success Plans. Chat works well for non-critical issues when you want a quick back-and-forth without waiting on the phone.
Salesforce Help includes AI-powered assistance. You can type your question in plain language and get suggested answers, help articles, and troubleshooting steps.
It's a good first stop for how-to questions and common errors, and it can often point you to a fix in a few minutes.
If the AI can't solve your problem, you can usually move on to creating a case or, if your plan includes it, talking to a person.
Explore Salesforce Help →Live chat with a support agent is typically available to customers on eligible paid Success Plans, such as Premier and Signature.
It's useful when:
Click Contact Support to view the available options.
Select the chat option if it's available under your Success Plan.
Select the issue type and add a short, clear description of the problem.
Wait for the next available agent and share any additional details they request.
Chat transcripts are usually saved to your case, so you can refer back to the conversation later.
Keep your Org ID, error message, and screenshots ready before starting the chat. Providing this information upfront helps reduce unnecessary back-and-forth and makes troubleshooting easier.
| Situation | Best Option |
|---|---|
| Quick how-to question | AI Help or Trailblazer Community |
| Non-critical issue, want help today | Live Chat |
| Critical issue affecting many users | Create a Severity 1 Case, Then Call |
| Complex issue that needs investigation | Create a Detailed Case |
Chat, phone access, and severity-based support vary by Salesforce product and Success Plan. Severity 1 should only be selected when the issue meets Salesforce's applicable critical-impact criteria.
The Trailblazer Community is Salesforce's free online community, where users, admins, developers, consultants, and Salesforce MVPs help answer each other's questions. It's best for non-urgent how-to questions, configuration advice, and best practices, not for outages or critical issues.
The community is part of Trailhead, Salesforce's learning platform. It connects millions of members around the world, so there's a good chance someone has already faced a similar problem. Search first before you post. You may find a useful answer without having to start a new discussion.
Visit Trailblazer Community →For these situations, create a case with Salesforce or contact your Salesforce support partner.
Your question may already be answered in an existing discussion. Check previous posts before creating a new one.
For example, "Flow fails when updating related contacts" is more useful than "Flow not working."
Mention your Salesforce edition, the feature involved, and the exact error message, without exposing sensitive information.
Describe the troubleshooting steps you've already taken. This helps other members suggest something new.
Use relevant groups or topic tags, such as Sales Cloud, Flow, Apex, or integrations.
Never share customer records, passwords, access tokens, confidential screenshots, or full Org details in public posts.
"My Salesforce Flow isn't working. Please help."
"A record-triggered Flow fails when updating related contacts. I've checked the entry conditions and debug results. What else should I review?"
If someone's answer solves your problem, mark it as the best answer when that option is available. It helps other community members find the solution when they encounter the same issue.
When you create a Salesforce support case, you choose a severity level from 1 to 4. Severity 1 is for critical problems that stop your business with no workaround, while Severity 4 is for minor issues. Your choice helps determine how Salesforce prioritizes your case and which response targets apply.
Choosing the right severity helps Salesforce understand the business impact and direct your case to the appropriate support process.
| Severity | Label | When to Use It | Example |
|---|---|---|---|
| Severity 1 | Critical | Core business is stopped, there's no workaround, and the impact is serious. | Users can't log in to production, or a key system is down for everyone. |
| Severity 2 | Urgent | A major function isn't working, and there's no workaround. | Opportunities can't be saved, or a key integration has stopped. |
| Severity 3 | High | An important feature is affected, but a workaround exists. | A report is failing, but the data can be pulled another way. |
| Severity 4 | Medium | Minor issue or general question with little business impact. | A layout or display issue, or a how-to question. |
Important: Response times depend on your Salesforce Success Plan and product. Severity 1 issues generally receive around-the-clock coverage where eligible, while lower severity levels may follow defined business support hours. Check your plan for the exact response targets and severity definitions.
Marking a minor issue as Severity 1 won't necessarily get it fixed faster. Salesforce may reassess the severity, which can create unnecessary delays.
How many users are affected? Is revenue, customer service, or compliance at risk? Is there a workaround that allows work to continue?
Don't just select a severity level. Explain what has stopped working, who is affected, and why the problem matters to your business.
If a workaround stops working or more users become affected, update the case and explain the change in business impact.
"Salesforce isn't working. Please fix it urgently."
"40 sales reps can't save opportunities, and quarter-end orders are blocked. The issue started at 9:15 AM, and we haven't found a workaround."
For a genuine Severity 1 issue, create the support case first, then contact Salesforce by phone if that option is available under your plan. Keep your case number ready so the agent can quickly locate the issue and its supporting details.
Open Salesforce Help →Salesforce cases move faster with a clear subject, a detailed description, the right severity, and supporting files from the start. Respond quickly to agent questions, keep your Org ID handy, and escalate politely with business impact if a critical case isn't moving.
From our experience supporting Salesforce orgs, many avoidable delays come from missing information. These eight practical habits can help reduce unnecessary back-and-forth and make troubleshooting more efficient.
The subject is the first thing a Salesforce support agent sees. Make it specific enough to communicate the problem and its impact.
| Weak Subject | Strong Subject |
|---|---|
| "Login issue" | "Production org: 47 users can't log in since 9 AM ET, sales blocked (Severity 1)" |
| "Report broken" | "Pipeline report shows no data since Summer release, finance close affected" |
| "Integration error" | "ERP order sync failing with 'INVALID_FIELD' error since yesterday" |
Note: The severity in your subject should match the actual business impact and Salesforce's applicable severity criteria.
A detailed case description helps the support agent understand the issue without first asking for basic information.
Copy and paste the exact error message instead of rewriting it.
Explain what actions trigger the issue and what happens afterward.
Mention the start time and any recent deployment, release, or new application.
State how many users and which business processes are affected.
List what you've already tried so the agent doesn't repeat the same steps.
Add screenshots, short screen recordings, debug logs, or error files when you create the case. This can reduce follow-up requests and save time, especially when support teams work across time zones. Remove or mask sensitive information before sharing.
Cases may pass between agents in different regions. If a question sits unanswered for a day, progress can slow. Turn on email notifications and aim to respond the same business day whenever possible.
If a Severity 1 or 2 case isn't progressing, request an escalation through the case or an eligible phone channel. Explain the duration, affected users, and business risks. Inform your Salesforce account team or Signature contact if applicable.
Find your Org ID in Salesforce Setup under Company Information. Include it in your support case and keep it handy for calls so agents can identify your organization quickly.
If you can reproduce the problem in a sandbox, Salesforce may find it easier to investigate. A sandbox also lets you test potential fixes without changing production directly.
Before spending time on a case, check for service outages and confirmed issues. You may find an existing workaround or status update.
Check Salesforce Trust →A well-written Salesforce support case gives the agent a clearer starting point. Include the issue, business impact, evidence, and steps you've already taken. Stay responsive and use the appropriate escalation channel when necessary.
Open Salesforce Help →Salesforce support focuses on the Salesforce platform itself: bugs, outages, and standard features. It generally doesn't fix your custom code, third-party apps, complex automation, custom integrations, data migrations, or configuration choices. For those, you'll need your internal team, the app vendor, or a Salesforce partner.
This is where many teams get stuck. They raise a case, wait for a response, and then hear that the problem is "outside the scope of support." Meanwhile, the issue is still affecting users and business operations.
| Type of Issue | Salesforce Support | Who Usually Fixes It |
|---|---|---|
| Platform outage or widespread Salesforce login problem | ✓ Yes | Salesforce |
| Bug in a standard Salesforce feature | ✓ Yes | Salesforce |
| Error in custom Apex code or Lightning components | Usually not | Your developers or a Salesforce partner |
| Problem with a Flow or custom automation | Limited | Your admin or a Salesforce partner |
| Issue with a third-party AppExchange app | Usually not | App vendor, then your partner if needed |
| Custom API or ERP integration failing | Usually not | Integration team or Salesforce partner |
| Data migration or data quality problems | Usually not | Your admin or a Salesforce partner |
| Incorrect configuration or setup | Usually not | Your admin or a Salesforce partner |
| New features, enhancements, or AI implementation | Generally not implementation work | Your internal team or a Salesforce partner |
Support scope may vary by Salesforce product, Success Plan, and contractual services. Salesforce may provide guidance on some configuration or development issues without implementing the fix.
A Salesforce support partner looks after your specific Salesforce org, not just the platform. Depending on your support agreement, that means they can:
Troubleshoot Apex, Lightning components, Flows, and custom business automation.
Investigate API failures and troubleshoot connections between Salesforce and external systems.
Work with third-party app providers to diagnose compatibility and application issues.
Resolve data quality issues, clean up configurations, and improve existing processes.
Test customizations and important workflows before new releases affect users.
Help raise, track, and follow up on platform-related support cases with Salesforce.
With the right support partner, your team has a central point of contact to coordinate troubleshooting, whether the issue comes from Salesforce itself or your organization's custom setup.
Codleo is a Salesforce Summit Partner with 500+ Salesforce certifications and 18+ solution architects. Our team provides 24x7 L1 to L5 Salesforce support through an ITIL-aligned helpdesk, covering custom code, integrations, automation, data, and release testing for companies in the USA and worldwide.
Learn why businesses need Salesforce support services and how ongoing support helps organizations maintain their Salesforce environments.
Explore our Salesforce support services, plans, and pricing to understand the available support options.
Tell us what's happening. Codleo's certified Salesforce consultants can review the problem, investigate the cause, and help you work toward a solution.
Talk to a Salesforce Expert →Salesforce-owned products such as Tableau, Slack, Heroku, and MuleSoft have their own help centers and support options. Many support resources are connected to Salesforce Help, but the best starting point depends on the product, your subscription, and the type of issue you're experiencing.
| Product | Where to Get Help* | Good to Know |
|---|---|---|
| Tableau | Tableau Support or Salesforce Help | Covers Tableau Cloud, Tableau Server, Tableau Desktop, and Tableau Prep. Check the Tableau status page for service incidents first. |
| Slack | Slack Help Center | Use the Contact Us option available through Slack's support experience. Check Slack's status page for service issues. |
| Heroku | Heroku Help | Support options depend on your Heroku plan. Check the Heroku status page before raising a ticket. |
| MuleSoft | MuleSoft Help or Salesforce Help | Enterprise customers may have access to case-based support. Community resources are also available for troubleshooting and guidance. |
*Support channels and eligibility can change. Always confirm current options through the product's official help center and your subscription agreement.
Before submitting a ticket, check the product's status page for outages, service interruptions, or scheduled maintenance.
Have your account information, subscription details, and relevant product identifiers available before contacting support.
Submit your request through the right product portal. Raising a Tableau or MuleSoft case through an unrelated channel may delay routing.
If an issue involves multiple products, such as Salesforce and MuleSoft, involve the relevant technical teams or a Salesforce partner to identify the root cause.
Problems involving Salesforce and another platform can be harder to diagnose. For example, a failed Salesforce and MuleSoft integration might originate in Salesforce configuration, MuleSoft processing, an API connection, or an external system.
A Salesforce partner can help investigate where the failure starts, coordinate with the appropriate support teams, and work toward a resolution without unnecessary back-and-forth between vendors.
Codleo's Salesforce consultants can help investigate integration issues, troubleshoot custom configurations, and coordinate technical fixes across connected systems.
Explore Salesforce Support Services →Knowing how to contact Salesforce support is only part of the job. The other part is using the right channel, choosing the right severity, and giving enough detail so the support team can start working on your issue straight away.
For platform problems, such as outages, login issues, or bugs in standard features, Salesforce Help, phone support, and chat can be effective options, depending on your Success Plan.
But if your business runs on Salesforce, relying only on official support can leave gaps. Custom code, integrations, automation, data issues, and configuration problems often require assistance beyond standard platform support. And these can be the issues that affect your teams the most.
That's where having a Salesforce partner on your side makes a real difference. A team that understands your org can troubleshoot setup issues and coordinate with Salesforce when the problem involves the underlying platform.
Outages, standard feature bugs, login issues, and eligible product support cases.
Custom development, integrations, Flows, automation, configuration, and ongoing maintenance.
Codleo is a Salesforce Summit Partner providing 24x7 L1 to L5 support across Sales Cloud, Service Cloud, Marketing Cloud, Agentforce, integrations, and more.
Book a free 30-minute consultation. Our certified Salesforce consultants will review your issue and recommend practical next steps, with no obligation.
Book a Free Salesforce Consultation →Publish date: 26th October, 2026