Paperless Requests vs. Zendesk Requests

To keep requests routed correctly and processed as quickly as possible, it’s important to know the difference between when to submit a Paperless Request and when to open a Zendesk ticket.

Why There Are Two Processes

Currently, Revenue Operations is not yet in Zendesk. Paperless Requests are still used for all actions that directly impact opportunities or event credits in Salesforce.

We are actively working on an integration between Salesforce and Zendesk that will link the data between the two systems. Once this integration is live — targeted for the end of this year — Revenue Operations will move into Zendesk and the Paperless Request process will disappear.

In the meantime, please follow the process below:

When to Use a Paperless Request 📝

Paperless Requests are for sales reps (not coaches) and should be submitted only for actions that impact an opportunity or event credit, including:

• Refunds

• Ticket transfers (in or out of events)

• Upgrades / Downgrades

• Price changes

• Autobill updates

• Tagging Teams/Groups

👉 Coaches cannot submit Paperless Requests because of their Salesforce licensing.

When to Use a Zendesk Ticket 🎫

• Coaches: All requests must go through Zendesk.

• Sales reps: Use Zendesk for everything not listed under Paperless Requests, including:

  • Ownership name changes (note: this affects commissions)

  • payroll discrepancies

  • Any other operational or support-related requests

Key Reminders 🚀

• Submitting your requests to the proper location ensures faster processing and quicker results.

• Please do not send requests via email/slack as that will slow down response times. 

• If you are unclear where to submit your request, please use the knowledge base from Zendesk. 

• if you can't find the answer in the knowledge base, please submit a ticket to Business Ops and that team will support.