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Marketo Sales Engage now has the ability to connect to Outlook seamlessly from the Email Connection tab in MSE. Got questions? We’ve got answers!


What are the benefits of doing this? Why should I do this?

With this connection, you'll receive more robust reply tracking, access to the Outlook delivery channel, the ability to schedule emails in Outlook, and newly added send compliance. This upgrade also addresses the bug with dropped connections!


Does each user have to reconnect to Outlook, or just the Admin?

The upgrade is required at the individual user level  for anyone who would like to use Outlook as a delivery channel.


How long will the process take?

The set-up process is extremely simple, and only takes about 2 minutes to complete.


Will I lose any information?

No, you will not lose any of your tracking information. When you disconnect from your old Exchange Reply Tracking connection to the new one, we will make sure all your information remains up to date.


When should this be done?

On the 30th of April, we will sunset the Exchange Reply Tracking page. It would be ideal to connect to the new Email Connection page prior to this date.


What happens if I do not connect by April 30th? Will I lose data?

No, you will not lose any data if you did not connect to Outlook prior to this date. You will simply be prompted to reconnect using the new connector post-April 30th. As soon as you connect, you will be able to see all your reply tracking & send compliance information!


What do I need to do as a user? What are the steps to connect to Outlook?

If you would like to use Outlook as a delivery channel for you Marketo Sales Engage account, all you need to do is:

Login to Marketo Sales Engage

Navigate to Settings > Email Settings > Email Connections > Get Started

Follow the pop ups to connect to Outlook. You can find more details in the following document

The concept of form abuse, AKA email bombing or list bombing, has been around for a long time. At a high level this is where addresses are added to your database through a form by someone other than the address owner. These attacks may not seem bothersome at first, what's a few misrouted emails? However, forms can be filled out programmatically using different methods increasing the scale of impact. At scale these kinds of form attacks can cause harm to the email recipients, junk leads to be added to a business's database, and overwhelm the systems behind the forms making them unusable or causing downtime.


I have identified the following distinct patterns from analyzing data sets tied to this behavior:


Distributed Denial of Service (DDoS) Attacks - The attacker actively works to overwhelm the systems supporting the form. By loading data at a rate the form cannot keep up with the attacker can cause system failures that may cause downtime for providers. Historically, DDoS attacks were a primary method for disrupting computer systems on a network. Firewalls and other technologies have developed and continue to evolve to combat this kind of attack.


Targeting Individuals by Email Bombing - An email address is signed up to a large number of email lists through many different forms at the same time. This causes the individual to start receiving email at such a rate that they may not be able to use their email account. Even if the form operator has set up double opt-in on the form, the rate of emails received at one time typically overwhelms the address owner. This gained attention a couple years ago when Security Research, Brian Krebs, described his own list bombing attack.


This kind of attack can be unseen by a service provider, like Marketo, because the attack against the individual is often distributed across many different ESPs and senders. Marketo is made aware this is happening typically through blacklistings of the IP addresses sending the email. Typically these blacklistings are by Spamhaus, an entity that keeps a running list of known spamming operations to which many of the world’s largest Internet service providers (ISPs) subscribe. When Spamhaus lists IP addresses as a source of spam or other abusive mail, ISPs often stop accepting mail from those IP addresses. In this case Marketo's Email Delivery & Compliance Team will reach out to the customer and work with both Spamhaus and the customer to understand and resolve the issue. Spamhaus was instrumental in helping to resolve the attack on Brian Krebs mentioned above.


This type of attack seems to be made to punish individuals, as in the Brian Krebs incident, or to render a email account useless so an attacker can compromise other systems, like a customer's bank account, for example. I was sitting with a friend at a conference when this started to happen to him! He was receiving hundred of emails a minute, all he could do initially was sit there and watch the emails pile up. In his case he ended up discovering that one of his online accounts at a popular technology store had been compromised. The attacker appeared to be using the attack to prevent him from noticing the original account being compromised.


Delivering Spam Payloads - Another pattern observed leverages personalization in emails sent from form fill outs. In this case we see volumes and volumes of addresses added through a form that asks for details like First & Last Name. The malicious actor puts a spam payload in the form field that personalizes an email so instead of using your first name in a greeting, for example, there is a spam payload in it's place!


The email will be delivered with a spam payload where the First Name should be. The victim, whose form was attacked, sometimes has no idea that their content has been taken over like a zombie parasite.


Example of using name fields leveraged for personalization



We will see a variety of different spam payloads added to the field that is used for personalization, for example here is a list of similar payloads used in the First Name field


Screen Shot 2019-02-12 at 1.54.42 PM.png

It can be difficult for an ESP or MA, like Marketo, to identify these kinds of attacks when done successfully. The point of the attack is to take advantage of the form and the resulting personalized emails, not to take them down. So these attackers try to prevent overwhelming the form with requests, often posting an address once a minute or hour. This attack is more successful the longer this behavior goes undetected and more email is delivered. The most common pattern I have observed with this attack pattern is that addresses from Chinese ISPs are added to the form and in the field that the email is personalized with is filled with spam content in Chinese, often linking to gambling sites. This can become problematic when a database becomes bloated with these junk leads. The majority of new subscribers are coming from and other Chinese domains, and if you are not targeting China it can be easy to identify and resolve. If you are targeting China then this becomes more difficult to manage and the influx of junk leads and a form sending spam content can impact a sender's reputation at top Chinese domains reducing delivery rates to impacted domains.


How is Marketo dealing with this evolving issue?

Marketo employs a variety of defenses for these kinds of attacks and our efforts to prevent and identify them when they do occur is constantly evolving.

Rate limiting - Marketo monitors for and limits key patterns added to forms by time.

Block traffic by IP address - IP addresses that have been associated with abusive traffic are cataloged and blocked from filling out forms.

Block traffic by payload pattern - When Marketo starts to see common patterns in the payload added to a field used for personalization, rules can be built to ignore that activity.

Honey pot - A form field that is hidden via styling or other means. People don’t fill out form fields they don’t see but unsophisticated bots fill out all form fields, including hidden ones. If there is a value in the honey pot, Marketo won’t create a lead record.

Monitoring and Alerting to internal teams with defined mitigation actions - early warning has allowed Marketo to respond before systems are overwhelmed.


Additional workarounds implemented by customers:

  • Set up rules that the form only allows entries from approved geo-locations
  • Additional honey pots via forms
  • Additional validation & data cleansing using partners
  • CATPCHA via webhooks
  • Clone and replace the form when abuse is observed - The honey pots are sometimes identified by more sophisticated actors, then the form is cataloged and a script built to attack the form. If the form is being attacked clone, replace, and delete the old form. This can sometimes buy some time while other solutions are put in place because the attacker sometimes has to start over.
  • Remove the personalization from the email that is sent after the form is filled out since that may be what is attracting the abusers.


Because this attack vector is ever evolving, so is Marketo's approach to how to manage this abuse so there are some features on the product roadmap* are focused on strengthening form security.


*Can't commit to specific release for these features at this time, stay tuned!

For years Marketo has been developing a database of full email addresses and domains that are determined to be so risky to a customer’s on-going success and the health of the Marketo network that the addresses are never mailed to. Some are unsubscribed from a customer’s database and others are soft bounced, both actions are taken to ensure these addresses are never mailed to out of Marketo.


This is a common practice for Email Service Providers (ESPs) and Marketing Automation (MA) companies. Some prospects see this as a requirement during the pre-sales process to ensure that Marketo is in the business to protect them.


Risky addresses can enter a customer’s database through a number of paths.  From just having an older, legacy database that has not been properly managed but these kinds of addresses are most often are introduced through third party and purchased lists.


What kinds of addresses does Marketo block from customer’s mailings:


Addresses of known spam traps and vocal complainers.  This list includes full email addresses.

If Marketo’s Email Delivery & Compliance Team is able to identify an address is being used as a spam trap address this is added to Marketo’s Global Blocker. Every night this database is reviewed and if a customer has one of these addresses in their database this is unsubscribed in the customer’s database. The downside with only unsubscribing these addresses is that transactional/operational mail may still be sent.


Addresses from people writing to who complain with extreme force or request to receive no marketing mail from Marketo are also added to this database.


Domains of known spam trap and temporary email address domains. This focuses specifically on the part of the email address after the @ sign.

When Marketo’s Email Delivery & Compliance Team identifies that a full domain is being used as part of a spam trap network we are able to take stronger action. Those domains are added to a list within our MTA that recognizes outgoing mail to any address at those domains and responds with a Technical Soft Bounce. This does not set the email as invalid=true in the customer’s database but does prevent the mail from being sent so that the customer is protected from mailing those risky addresses.


Temporary address domains are also added to this database. This includes providers like Mailinator. Experience has proven that these temporary addresses are quickly turned into spamtrap addresses an are often indicative of a poorly collected, maintained and performing database.


Most recently Marketo’s Email Delivery & Compliance Team has been working on the last tier of risky addresses in customer’s databases, generic addresses. This focuses specifically on the part of the email address before the @ sign.

These addresses are viewed as risky because role addresses are built for functions, not people. They’re often forwarded to multiple employees in a company, often change owners, and as a result we often see that these addresses are often a source of multiple complaints for a single email. A number of these addresses are specifically required to be in place by RFC Standards, the "rule book" for the internet, when an email network is put in place. The RFC Standards declare how the addresses should be formatted, what the addresses are supposed to be used for, and which specific roles should use the addresses.  As an extension these prescribed addresses should not be on any list used for marketing purposes. Suppressing generic addresses is also a standard practice among ESPs and MAs like Marketo.


Those generic addresses are added to a list within our MTA that recognizes outgoing mail and responds with a Technical Soft Bounce. This does not set the email as invalid=true in the customer’s database but does prevent the mail from being sent so that the customer is protected from mailing those risky addresses.


In addition, we maintain a few logical choices that may cause abuse issues. The list of generic addresses that are being blocked include:


noc, security, hostmaster, usenet, news, www, uucp, ftp, root, spam, spamtrap, honeypot, devnull, dns, phishing, phish, sysadmin, undisclosed-recipients, spearphish, postmaster, spammer, valued.spammer, robot.spammer

Hello Marketing Nation!


Marketo Support is excited to announce a change that we are deploying on Monday, November 5, 2018.  Marketo Support will be launching a brand new customer phone system with a new "Voice of Marketo Support."


There will be no changes to how you connect with Marketo Support.  All of our contact numbers and support email addresses remain the same and there should be no or very limited interruption in service while deploy our new services.


Some of the things you will notice with our new platform:

  • New Phone IVR experience with a new engage voice from Marketo...exciting times call for a fresh voice to say "Thank you for calling Marketo Support..."

  • Our phone system will now identify if you have an open case and are calling about the case and route your call and the case to the next available support you the trouble of reading off the case number.

  • We will continue to offer a callback feature in the event you prefer to not wait in queue for a support engineer....we can ring you back for sure.

  • A new online chat with screenshare (in the community)!


There are numerous features that will greatly improve our services all running in the background....things like more dynamic skills based routing and better real-time metrics that allow us to adjust our focus to changing volumes and customer needs.  All elements that we will focus on to deliver to all of you the World-Class Customer Service you have come to expect from Marketo Support

An updated blog related to Understanding a Spike in Click Activity


Support, Services and Marketo Executives report an increase in customers escalating elevated email click volumes in performance reporting.  The most typical escalation will identify the instances of this filter’s behavior where all the links within an email have been clicked, often narrowed down to specific business targets at the same corporate domain/s within a customer’s database. This method of link inspection is visible because it is so different from expected human behavior and happens in bulk.  It's easy to identify and ignore this kind of activity that is easy to spot but the methods for this kind of anti-malware detection vary and not all methods are as easy to identify and exclude from reporting.


The underlying issue is due to email filters inspecting links to prevent their end users from downloading malware. This can result in the links within Marketo customer email appearing to have been clicked by a recipient but instead were inspected by an email filter. Marketo has been aware of the filter behavior for several years and has been coaching customers with blog content and custom Professional Service consulting projects to reduce the triggers for and impact of this filter method, but this anti-malware methodology is increasing in the marketplace.


The escalation of this filter method’s impact is not unique to Marketo customers.  These email security filters impact all email senders including Marketo competitors. 


For the anti-malware filter/security provider it is an arms race against bad actors attempting to deliver malware to the security vendor’s end users. Barracuda Email Security Service was the first email security vendor to develop link inspection as anti-malware methodology, but other providers have begun leveraging link inspection to protect their users. Link inspection methods may include but are not limited to:

  • clicking one, to all links within an email
  • links may be clicked at the time of delivery and/or at a later time
  • clicks may occur before the receiving mail server returns a confirmed delivery response
  • clicks may or may not result in a website visit
  • some providers rewrite links within an email to inspect the link every time it is clicked
  • some providers inspect all redirected links; targeting link tracking utilized by all email
  • service providers and marketing automation companies
  • filter click traffic can come from the same IP addresses as legitimate click traffic making it impossible to filter out of activity reporting
    • some filters inspect links from residential IPs spaces instead of their business or corporate IP space to obfuscate the identify behind the link inspection


The filter is looking to hide the activity of inspecting the link and will try to look "as human as possible" to prevent the bad actor from changing the link’s potential payload after inspection but prior to the email recipient clicking the link. This intentional obfuscation of the link inspection is what makes it difficult for a provider like Marketo to exclude the activity of the link inspection from customer’s reporting.


For some providers link inspection happens as an enhanced or escalated filtering method applied to a message that has been determined to be suspicious by other stages in a multilevel filtering process. For Barracuda there are thirteen different layers of inbound email filtering and link inspection is part of an higher level of filtering that is triggered if other aspects of the message or sender appear suspicious.  Marketo Deliverability consultants, who have been troubleshooting this, have learned that focusing and addressing triggers causing the email may be subjected to a higher level of filtering help alleviate the symptom of the link inspection in the customer’s performance reporting. This kind of project typically requires 12-20 hours of Professional Services paid consulting because the solutions explored can vary from

  • making sure the customer’s email Authentication mechanisms, like SPF and DKIM, are in place and valid
  • reviewing reputation drivers like acquisition and database management practices that may drive a poor sending reputation
  • understanding the segment size within individual companies our customer may be targeting because sending to a large number of recipients within the same company can trigger link inspection
  • inspecting the content for malformed html
  • reviewing specific addresses exhibiting anti-malware filter activity to develop a custom flow to ignore the activity in the customer’s reporting.


Marketo’s Product Team has been monitoring this customer escalation and is working to monitor patterns and develop a methodology for identifying click activity in reporting that is the result of filter activity without ignoring legitimate email clicks.  This project is on-going.


One of the risks attempting to ignore link activity from anti-malware link inspections is patterns are likely to change over time and hardcoded rules for filtering activities may not be entirely effective. Because of this limitation Marketo has approached this both by looking to see how the product can be improved to reflect true recipient engagement as well as focusing on developing actionable recommendations Support can provide customers as well as Professional Service engagements.


Additional Information about this filtering technique can be found here:

Cracking the Inbox Code: Barracuda message-flow/ overview/wildfire-concepts#_73619

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Hello Marketing Nation!


As we promised, the additional features to enhance your Universal ID experience in the Support Portal have been released.


1.  Now, the Support Portal will recognize both your authorized support and non-authorized UID Contacts in the Support Portal.


2.  You can now change the default UID contact instance you selected by going to the My Info tab, and selecting a new instance and then saving.


default instance select.png


As a customer using Universal ID, you will now be able to freely access all of your cases and use all the features associated to your UID contact and associated level or Marketo Support.


Please stayed tuned to the Marketo Support Blog for news about our Quarterly Enhancements to the Support Portal for Q2.


Thank you

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Greetings Nation!


Marketo Support has released a few new features into our Support Portal to better align how the Case Submission and Case Management activities work with Universal ID.


1. Default instance selection


When a customer is identified as a Universal ID contact and uses the Support Portal for case submission for the first time, they will be presented the option to select a default UID contact based on the instance the contact was created from.  This default user will be the contact that the Support Portal loads with each time.

At this time, the default Universal ID contact must be set up as an authorized support contact


 default contact.png



2. UID Contact Switch


After a default UID contact has been selected the customer can dynamically switch their UID contact from within the CaseConnector.


At this time, the selector drop down will only show UID contacts that are set up as authorized support contacts.


The Spam Cannibal DNSBL has been around since at least 2003. 

What is a Blacklist? A DNSBL is a DNS (domain name service) based spam blocking list.

These are also known as blacklists, blocklists, or RBLs.


Listings with this DNSBL were caused by sending mail to spamtraps.


The blacklist was never widely used and seemed to stop working in 2016.


As of May 2018 it has been confirmed that the blacklist is retired and should no longer be used. 

     The domain "" is expired and has been taken over by a different owner.


If you visit the website, be careful! It is reportedly hosting malware now.

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An external blog about this DNSBL - blacklist resource: Status of DEAD

To increase the security and privacy of our customer data, Marketo Support has introduced the option for our customers to tell us whether they allow Marketo Support Staff and our authorized representatives to access their instance while troubleshooting support cases.


Do note that denying or delaying approval for Marketo Support Staff and our authorized representatives to access the instance might prevent us from fully investigating the issue raised in the support case, and can result in extended resolution times or the inability to fully resolve the reported issue.

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Authorized Support Admin

The Authorized Support Admin can set the remote access permissions for the entire instance by navigating to the ‘Manage Remote Access’ option in the Support Portal. This selection applies to cases raised under the entitlement by either the Authorized Support Admin or Authorized Support Users. The options that are available are:

  • All Cases: By default, Marketo Support Staff and our authorized representatives can access the instance for all cases raised under the entitlement. When a case is raised, this selection can still be changed during the case creation process.
  • Approval Needed: By default, Marketo Support Staff and our authorized representatives are denied access to the instance for any new case raised under the entitlement. When a case is raised, this selection can still be changed during the case creation process.
  • Never: Marketo Support Staff and our authorized representatives are denied access to the instance for any new case raised under thes entitlement. This cannot be changed during the case creation process without explicit permission from the Authorized Support Admin.




Authorized Support Users

Authorized Support Users can set the remote access permissions on a per case basis during the case creation process.

  • Allowed: Marketo Support Staff and our authorized representatives can access the instance for the life of the case for troubleshooting purposes.
  • Denied: Marketo Support Staff and our authorized representatives are not allowed to access the instance at any time during the life of the case.

If the Authorized Support Admin has opted to Never allow remote access, the permission on the case will be set to Denied and cannot be changed by an Authorized Support user.



Getting Permission

In the case where Marketo Support or our authorized representatives require access to an instance, and the remote access permission is denied for the case, we have the option to request permission. We will send the contact on the case an email with a link so that the change in permission can be recorded in our system.

If the access permission on the case is Denied, and the instance wide setting by the Authorized Support Admin is either All Cases or Approval Needed, both Authorized Support Users as well as the Authorized Support Admin can grant us access for that case.

If the access permission on the case is Denied, and the instance wide setting by the Authorized Support Admin is Never, only the Authorized Support Admin can grant us access for that case.

Marketo Support is excited to announce beginning March 12, 2018 the email address will be live!  This new email address will replace that many of you have used for addressing your general access and Marketo Support needs.


During the transition both email addresses will receive customer cases over the next two months, so there will be no interruption to you receiving our award-winning customer support, however, we encourage you to start using the new address today so you won’t be left out when the old address goes away.


The email address will officially close on May 4, 2018.


We thank you for being a part of The Marketing Nation.

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Marketo Customer Care Rated Outstanding by TSIA for third consecutive year!


Marketo® Customer Care ’Rated Outstanding’ by the Technology Services Industry Association for the third consecutive year!


Yay!  Starting 2018 in style!  First, I would like to thank our Customers, for the continued partnership and strong engagement. The feedback you provide in Case Survey (I read every single comment), has been crucial in Marketo’s focus to deliver world class service.


In 2017 we launched Chat Support, Fine-tuned Premium service delivery, improved our crisis communication channels, Opened a new support location in Denver and more. Our premium customer satisfaction rating for 2017 was 93%, Case first response SLA at 96%, Case Update at 95% and over 70000 cases received. This high level of satisfaction rate was possible due our 100+ Marketo Certified experts working round the clock to deliver nothing short of world class service. TSIA Rated Outstanding certification is a testament to our customer passion.


I will be the first to admit that improvements are still needed in the area of service delivery, and reflecting on 2017, we have documented lessons learned to implement process enhancements.


In 2018 our support objective is to deliver “Flawless Customer Service”. Yes Flawless! We are expanding our customer support team with the focus to deliver personalized support. We are improving our workforce platform to increase live interactions through phone and chat, You will experience increased Self-serve capabilities in our improved support portal and our big focus this year will be to learn and implement preventive support model.


Thank you for a great 2017. I am excited to continue to journey with you all this year and On behalf of Marketo Support, Wish you all a Happy New Year!


Marketo logo.png

Mohan Achar

VP, Customer Support

650-389-5102 | |

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Hello Wonderful Purple People!

We've made some long awaited changes as well as some enhancements that we think will make our case submission form even more productive.  This is just the first step for a slew of amazing enhancements that are planned for Marketo Support and the Support Portal in 2018!


#1.  Select an Instance - If you have multiple instances or even sandboxes and you want to submit a case for one of them, in the past you would have to write that into the description of the case, now you can select the instance that appears under your account.


#2.  Attach a file to the Case - You've asked for it and now you have it.  You can finally attach a file when you first create the case.  We hate that you've waited so long for this, but we are glad that it is finally here for you to use.


#3.  Save and Cancel Buttons - We received feedback that our placement of the Save button and the Cancel button were in odd placements and should be reversed.  As requested, they've pivoted.


Create Case V1.png


#4.  Case Update Box - To better set expectations on when you should expect to see an update on your case, we have added a Next Update Due Box at the top right of your Case Detail Page.


#5.  Assigned Support Engineer - We are committed to your success, so we think it is important that you know who from our team is working on your support case at all times.  Once your case has been assigned your case detail page will show which of our skilled support engineers will be working to resolve your issue.


Case Detail V1.png


#6.  Recent Cases - We are introducing two new Case Views for you.  My Recent Cases will show you a view of your 5 most recently opened and closed cases within the last 30 days and All Company Recent will show the same, but the 5 recently opened and closed cases on the Account.


#7.  Consolidated Recent Case View - We wanted to give you a simplified view of your recent open and closed cases.  So My Recent Case view will be the default case listing when you visit the My Cases page.


My Cases V1.png


Since 7 is a lucky number, I think we'll stop there with this post.  This is just the beginning for a year that is going to be filled with improvements and enhancements that are all targeted at making each of your interactions with our Support Team productive and memorable.


Thank you all and looking forward to communicating with all of you throughout 2018.

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I’ve noticed a number of posts and questions in the community regarding the Deliver in Person Time Zone feature so I wanted to post a quick update. We’re so excited to roll out the number one idea on the community, Deliver in Person Time Zone. You’ll already notice a field on each lead record on the Person Info tab called Recipient Time Zone that will be automatically updated based on their explicit or inferred location data and will continue to be updated if any of this location information changes. If you’re not yet able to enable Recipient Time Zone on your Email and Engagement Programs, don’t panic! Now that the Q4 2017 release is live, we’ve begun the process of gradually enabling this feature to customers. If you’re as excited as we are about this feature, please check back in a few days and I’ll provide another update regarding when to expect access.

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Janet Dulsky

Marketo Service Update

Posted by Janet Dulsky Employee Nov 20, 2017

Dear Valued Marketo Customer,


We are aware there is a network outage potentially affecting your ability to log into Marketo instances, and you may be unable to access the Marketo platform during this time. Our teams are working to resolve this issue as quickly as possible, and we sincerely apologize for any disruption this issue has caused.


When: Monday, November 20th


Services affected: Access problems to Other services like REST API and Munchkin are affected as well.


Resolution Steps: Some customers are able to access their Marketo instance by using a direct URL https://app-<PodName> Your Pod name will be included in your URL string when viewing a page within the Marketo instance. This workaround will work for some customers, but not all.


Our teams are actively engaged with our technology vendors to troubleshoot and resolve this issue as quickly as possible. We will continue to keep you updated as soon as we have any additional information to share.


Updates: We will continue to keep you informed via Please subscribe to the page to receive automatic updates via email or text.


We take these incidents very seriously. If you have any questions about this issue, please contact our Customer Support team.


Thank you for understanding and for being a loyal Marketo Customer.

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We apologize sincerely for the access issues you are experiencing today on Features accessed through such as forms, web personalization, etc. are affected due to a domain access issue through our DNS information service provider. The domains are being propagated and should be completed shortly. Marketing automation capabilities such as campaign management and execution, CRM sync, Munchkin, and API are not affected. As soon as domain access is restored, you will no longer experience these issues.

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