Managing your Support Cases

Version 5

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    Once you have submitted a case to Marketo support, we provide a simple way of staying connected to your case and the cases submitted from you company through the Marketo Support Portal.

     

    You can access the support portal through your Marketo instance by selecting Help and Customer Support:

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    You can also access the support portal directly at https://support.marketo.com and login with your Marketo credentials (login and password.)

     

    Once you are in the support portal you can Create a Case for Marketo Support or you can also review any cases that are open and being worked on by support or review your case history.

     

    From the My Cases navigation:

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    You can access the following case views:

    Open – Cases that are being triaged by Support and pending Support’s response

    Closed – Cases that were created by you and are now closed

    Pending Fix – Cases that were created by you where Marketo is developing a fix which will be implemented at a later date

    Company Closed – Cases that were created by you or your colleagues that are now closed

    Company Pending Fix – Cases that were created by you or your colleagues where Marketo is developing a fix which will be implemented at a later date

    Company Open (only viewable from Case List filter) - All open cases submitted for the account

     

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    To view specific case details, click a case number.

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    From the Case Details, you can perform the following:

    • Close your Case - Select the "My Case is Resolved" button to close your case
    • Add Comments - Provide additional comments to support or respond to a Support question
    • Add Attachment - Provide any screenshots or documents that will help illustrate the issue you are reporting

     

    If your case has been closed there are two options available to you.

     

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    Reopen - You can reopen your case if you are not satisfied with the case resolution

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    Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.