Managing your Support Cases

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 your company through the Marketo Support Portal.

You can access the support portal through your Marketo instance by selecting Community in the top right corner:

How to reach the Support Portal from your Instance

You can also access the support portal directly at https://support.marketo.com and login with your Marketo credentials (login and password). This will not work for users with SSO.

 

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.

Navigate to My Case management:
How to get to your cases in the Support Portal

From the My Cases navigation you can access the following case views:
Case Views

My Recent Cases* - Cases that you have opened in the past 30 days

All Company Recent Cases* - Cases that any authorized support contact has opened in the past 30 days

My Open Cases – Cases created by you that are being triaged by Support and pending Support’s response and are more than 30 days old

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

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

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

All Company Open Cases - All open cases submitted for the account

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

Management Escalations - Escalations opened by you or your colleagues 

Survey Cases - Surveys that are available for you to fill out after a case is closed

*Cases that have been opened for more than 30 days will move from Recent cases to Open cases

 

To view specific case details, click a case number.

How to open Case Details

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.

 

Reopen - You can reopen your case if you are not satisfied with the case resolution by adding a comment in the case.

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