It's also a good paper-trail if you have an SLA. Pointing to a ticket saying "this is when we knew" makes time calculation for compensation very trivial and tra

It's also a good paper-trail if you have an SLA. Pointing to a ticket saying "this is when we knew" makes time calculation for compensation very trivial and transparent. Of course if your salesforce account manager is like most, they don't need such "evidence" but in the past it has helped me.