How to Effectively Submit a Support Case

Version 3

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    Market Support is here to help you with your issues in the quickest and most effective manner possible.  In order for us to do that, there are a few things we really need from you before you click the submit button to create a support case with us.

     

    First, have you searched the community for a solution?

    The best kind of support case is the one you don't have to submit.  The Marketing Nation Community is an expansive site with a lot of content.  Have you checked Product Docs or Support Solutions for a resolution to your problem?  Have you checked to see if there is a community discussion thread that covers your question?  The Marketing Nation community is a 24 x 7 customer resource and a quick search for a keyword and phrase maybe all that separates you from a solution to your problems.

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    Second, what's the best way to reach Marketo Support?

    Marketo Support offers a variety of ways to reach our support team.  Depending on your issue, some of the support channels might be better suited than others.

     

    Please be aware that only contacts from your company/organization that have been identified as an authorized support contacts or authorized support administrators can submit cases to Marketo Support.

     

    Marketo Support (https://support.marketo.com)

    The Marketing Nation Support area features a case submission application that allows you to select your case priority and also select what the Case Issue and Sub-Issue is.  These selections allow our automated case routing system to assign the case to the available support engineer that can best assist you.

     

    Spark customers can submit cases through the support portal only

    Call Marketo Support

    If you feel you need to speak to one of our support engineers, then give us a call.  We staff our phones for maximum availability, but if we aren't able to speak to you right away, leave us a voicemail message (which will create a case) and we'll get in contact with you.

     

    For a P1 Production Down issue, all support levels can call in to report this kind of a case

    Email Marketo Support (support@marketo.com)

    You can email Marketo Support to create a case at the address listed above.  Fill out the email subject line and email body and the case will be created.  You must be sure to send the email from the email address that is associated with your authorized support contact.

     

    All email submitted support cases will be received at a priority of P3 by default.

    Third, Details...Details...Details

    The more details you are able to provide our support team regarding what problem you are encountering, the better we'll be able to start to help.  We would rather reply to you with an answer than to ask you more questions.A few things to consider providing us when submitting a case:

     

    • What action where you trying to perform?
    • What error messages are you receiving?
    • What steps do you perform to re-create the error?
    • Screenshots to show the errors
    • Links to any assets associated with your case
    • Exact names of any Programs, Campaigns, Forms, or Fields
    • URLs for any external pages that are part of the issue

     

    Your support engineer may still come back to you with questions, but they will likely be more specific and targeted on what the solution could be.

     

    By submitting a case to Marketo Support you are authorizing Marketo Customer Support to access your Marketo instance for troubleshooting purposes. If you do not wish Support to access your Marketo instance, please be sure to add the line “I do not consent" to the submission of your case reply to the case confirmation email.

     

    If you have any issues submit a support case or access the support portal, email supportfeedback@marketo.com and our Support Operations team can assist you.