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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 engineer.....save 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 experience.....now 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

Changes are coming to the Support Space! Below is the design that we are going to be moving to but before we make the switch we wanted to hear your feedback on what you see. In the comments please leave your thoughts on this design, any preferred functions you’d like to have that are not currently offered, or your thoughts about what you would like to see out of the Support Space in general.

 

Consistently across the new pages, we are moving the navigation functions to the left side of the page and there will no longer be navigation functions at the top of the page.

 

This is the first page you will see when you enter the Support Space.  It has easy access to Knowledgebase Articles and the Support Blog while also highlighting the Customer Hero.

Marketo-Support-Page-2-column.png

    

The Case page shows both your open and closed cases in an easy to see format.

Marketo-Support-Page-2-column-2.png

 

The My Account page still highlights the latest Knowledgebase articles and Support Blog while adding your account information in the right corner for you to easily access.

Marketo-My-Account-Page-2-column.png

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:

https://urldefense.proofpoint.com/

Cracking the Inbox Code: Barracuda

https://campus.barracuda.com/product/essentials/doc/51188521/understanding-inbound-and-outbound- message-flow/

https://www.paloaltonetworks.com/documentation/61/wildfire/wf_admin/wildfire- 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


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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.

spamcan1.gif

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 "spamcannibal.org" 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 bl.spamcannibal.org: 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 marketocares@marketo.com will be live!  This new email address will replace supportfeedback@marketo.com 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 marketocares@marketo.com address today so you won’t be left out when the old address goes away.

 

The supportfeedback@marketo.com 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 | machar@marketo.com | marketo.com


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TSIA-RO-2017-MARKETO-Assisted-Support.jpg

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 login.marketo.com. 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>.marketo.com. 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 https://status.marketo.com/. 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 Marketo.com. Features accessed through Marketo.com such as forms, web personalization, etc. are affected due to a domain access issue through our DNS information service provider. The Marketo.com 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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As you might know, Terra Mail will shut down their free email service at the end of June, specifically by the end of the day on June 30th. Since those domains will no longer be mailable, we will block any and all mail to the following domains on that date:

 

terra.com

terra.com.ar

mi.terra.cl

terra.com.co

terra.com.mx

terra.com.pe

terra.com.ve

terra.com.ec

 

Of course even if we didn't set up new blocks to those domains you would not be able to reach those leads, but starting on June 30th those leads will bounce internally rather than from external sources.

 

Since Terra Mail was a popular email service in Spain and Latin America your marketing might not actually be affected by the closure if you do not do business in those regions. However, if you do, we recommend identifing engaged customers who have addresses at one of the above domains and ask them where they want to receiving their future communication.

 

Chris Huff

Compliance Lead

Email Privacy and Deliverability team

Marketo


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I haven't had a case on this in quite some time, so I was a little bit excited to get a "My Calendar file is doing something WEIRD!" case.

 

Here's the thing with .ICS and calendar files, they are incredibly simple creatures, they don't have any way of holding font/formatting, etc. As a result, Outlook looks for specific things to control the look and feel of things in the description area.

 

This can result in unintentionally hilarious results:

One of the key things it looks for is a colon followed by a hard enter. Anything following :

Ends up being bolded and blue.

 

The only way to fix it is to go back to the "hilarious results:" and change it to something else, say "hilarious results -" that would be fine.

So if you have a line in your ICS that says "Phone:" followed by a hard enter... yup. Bold and blue. You can also "escape" characters by preceding them with a backslash so \: would work as well.

 

If the first line of your ICS file starts with a capital letter, it will think you're trying to make it a header and make it also bold and blue.

BUT - If the first line ENDS with a punctuation mark, it will be treated normally and be read as text.

 

So Line 1: "Welcome to our Webinar"

vs. Line 1: "Welcome to our Webinar!"

 

 

There's another way that ICS files

Will trigger header formatting:

It has to do with line breaks.

 

Because .ICS files are just plain text files, line breaks are stored by a special character of \n (for "New Line"). If you have two line breaks in a row (\n\n), followed by 3 or more lines of text, again, it thinks you're typing header information and again, it converts to bold and blue. You can fix this by downloading the ICS file, saving it to your computer and editing it with a text editor like Notepad. You should be able to immediately see the \n\n characters and be able to fix it.

 

The case that popped up today which triggered this whole memory chain was involving my tokens. Back in the day there was a bug in emails where if you had multiple {{my.tokens}} in use, but one of them was typed wrong it would prevent ALL tokens from rendering in the email, not just the one that was bad. We fixed that, which is great! But it looks like the bug is still present in the calendar file rendering.

 

So if your description contains:

 

{{my.token#1}}

{{my.token#2}}

{{my.tokne#3}}

 

That will actually cause all 3 to fail, because it's token#3 not tokne#3. Correcting that one typo will make all three tokens work.

 

There really isn't a good repository of all the .ICS tips and tricks, these are just the ones I have encountered, I'm sure there are many, many more than this. If you know of other good examples, please feel free to list them in the comments!


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