Prepare a Support Request for Problems with Visualforce Pages in the Salesforce App

Salesforce provides resources to help developers find answers to their questions and resolve their problems. We suggest you first take a look at the Developer Discussion Forum, Salesforce Stack Exchange, and the Known Issues page to see if you can immediately find the solution to your problem. If your question is still unanswered, you can submit a case to Salesforce’s support team, which will route your question to the best person to answer it.

Salesforce Developer Discussion Forum

The Salesforce developer community’s Discussion Forum is the place to go with any questions about Salesforce’s platform and tools. Ask and answer questions in a community of 4 million Salesforce developers.

Salesforce Stack Exchange

The Salesforce Stack Exchange is a question and answer site for Salesforce admins, implementation experts, and developers. Anyone can ask and answer questions.

Known Issues

Salesforce publishes known issues to enhance trust and customer success by providing visibility into known bugs. Salesforce Customer Support and Engineering publishes known issues based on the number of customer reports, the severity of the issue, and the availability of a workaround. Not all known bugs fit the criteria to be published.

Submit a Support Request

If you are unable to find an answer to your question on the Discussion Forum, Stack Exchange, or Known Issues pages, the next step is to submit a support case.

  1. Log in to your account on the Help & Training portal.
  2. Under the Contact Support tile, click Create a case.
  3. On the Help Finder page, select Development then Apex/Visualforce.
  4. On the Questions tab, check to see if your question is covered in the commonly asked questions and answers. If not, press the Log a New Case icon at the bottom of the page.

The following information is required for submitting a case:

  • Username
  • Preferred email address
  • Phone number
  • Time zone
  • Time frame
  • Call back date
  • Business impact

To help Salesforce’s experts resolve your case quickly, summarize the steps to reproduce the error in the description box. Make the steps as clear and concrete as possible. Provide the simplest, shortest code sample that demonstrates the problem. Often, developers resolve their issues in the process of streamlining their reproduction.

Also consider granting login access to the Salesforce support team to help them investigate your case. To grant login access, go to Your Name / Settings / My Personal Information / Grant Login Access / Select Salesforce.com Support.

Check on a Support Request

You can check on the progress of submitted support cases.

  1. Log in to your account on the Help & Training portal.
  2. Under the My Success Hub tile, click Go.
  3. Click Support Cases in the left navigation bar.