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Full Details of all Marketo Support Offerings:   Support Levels Offered Service Level Response Targets   Global Contact   https://support.marketo.com :             Online Support Portal for Case management and Knowledgebase search support@marketo.com :                     Email to Case Submission supportescalations@marketo.com :   Contact Support management regarding Support services marketocares@marketo.com :            Questions regarding Support or Community access   Regional Contact Information Americas: Hours: M-F, 6am to 6pm Pacific Toll Free US: +1 877 270 6586 Direct: +1 650 376 2303   Languages Supported: English, Spanish Observed Holidays: New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Day New Year's Eve Europe, Middle East, & Africa: Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 511 9556 UK: 0800 151 3030   Languages Supported: English, French, German, Portuguese Observed Holidays: New Year's Day Easter Monday Christmas Day St. Stephen's Day Australia Hours: M-F, 9am to 6pm AET ANZ: +61 2 8310 7646   Languages Supported: English Observed Holidays: New Year's Day                            ANZAC Day Christmas Day                             Good Friday Easter Monday                             Boxing Day Japan: Hours: M-F, 9am to 6pm JST JP: +81.03.4233.9014   Languages Supported: Japanese Observed Holidays: New Year's Holiday                      Marine Day Coming of Age Day                      Respect for Senior Citizens Day National Founding Day                National Holiday Spring Equinox Day                     Autumnal Equinox Day Day of Showa                              Sports Day Constitution Memorial Day          Culture Day Green Day                                   Labor Thanksgiving Day Children's Day                             Emperor's Birthday Substitute Public Holiday             Year End After-hours Support for Production Down Issues: Online: Enter a Support Portal Case with Priority=P1 Phone: Call Support Line and follow the P1 prompts   Initial Response SLT We ask that you use the following priority definitions when setting your case priority: Priority Description P1 Mission Critical: Core Business function down or potential loss of mission critical data P2 Urgent: Major feature or workflow is not functioning, mission critical workflow and majority of user community is not blocked P3 Important: Normal usability or task completion is impacted but functional or workaround is available P4 Minor: Minor issue requiring a correction, normal workflow is not impacted
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Issue: I have a report subscription in my inbox, when I click on a link to get further information I get a 404 error in my browser.     Solution: Links in report subscription emails are set to expire for security purposes. By default, they expire 3 days after they are sent. You can customize the expiration time. Go to Admin and click on Login Settings.     Click on Edit URL Expiration.     You can change the default value of 3 to anything between 1 and 15.      
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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.   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 (Support) 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
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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: 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: 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   To view specific case details, click a case number.   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   Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.
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In your email link performance reports, you may see a line for a "malformed link." Here's how that happens: When Marketo sends a link in an email, we change the link in the back end before the email is processed to include tracking information that uniquely identifies the lead to whom the message was sent. As part of the linked URL, we use a token that says mkt_tok= and then a long string of letters and numbers that uniquely identifies the specific lead. This allows us to trace which lead clicked which link. Normally, the token gets passed through the email link and into the URL of the originally linked location. You may see links that say something like www.yourdomain.com/yoursite?mkt_tok=kjnt98h09th8knt09voneg89p - this means that the lead identified by that long string went to www.yourdomain.com/yoursite. Sometimes, an email program, anti-spam filter, or browser will mangle the token that identifies your lead. The token is the last piece of a Marketo email link, and can sometimes get cut off for length. When this happens, Marketo is not able to trace the unique lead that clicked the link, so our reports will display malformed link. Malformed links are not due to any misconfiguration on your part. Rather, they are an artifact that is a consequence of your lead's email system or browser not passing the link correctly.
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  Overview Add Leads to Static Lists Use Custom Fields Overview Lead records have two primary components – lead attributes and activity logs. Lead attributes are the fields and field values within the lead record. For example, Job Title is a lead attribute. Lead Name is a lead attribute. Activity logs record the actions Marketo or the lead themselves have taken. For example, sending an email to a lead is an activity that would show in the activity log. If the lead opens the email or visits a tracked page, those activities would show in the activity log as well.   Activities in the activity log are only retained for 25 months, or 37 if you have purchased the premium data retention option. The main way to store activity data beyond the Data Retention Policy timeframe is to use the Bulk Extract API. There are two other ways you can keep a reference of these activities after the end of the Data Retention period, and they can be referenced within the Marketo UI. This article will show you how that can be done.     Add Leads to Static Lists Static lists will retain lead membership even if the activity of adding the lead to the list has been removed. This will let you have lists dedicated to specific criteria that would otherwise be removed after the data retention time period has been passed.   For example, Smart Campaign membership history is not retained after 25 months. If you are searching for members of a Smart Campaign, but a lead first became a member of the Smart Campaign more than 25 months ago, the search results would not include that lead.   An easy way to work around that is to add your leads to a static list as part of the flow of the campaign. When creating your Smart Campaign, create a new static list with the same corresponding name (makes it easier to identify later). When building the flow of your campaign, add the "Add to List" flow step so that all leads going through the campaign will be logged on the list.         Use Custom Fields Lead attributes and their field values are not affected by the Data Retention Policy. Use Smart Campaigns to populate custom fields with values based on activities your leads take. This will allow you to filter leads by these lead attributes that are not affected by the Data Retention Policy. A side benefit to this is that it is faster to search by lead attributes than by searching through lead activity logs.   Example: This approach can work for many different activities, but let’s use form fill outs as an example.   Let’s say you want to be able to identify leads who have been very active and have filled out more than 5 forms over their lifecycle. You could use the filter “Filled Out Form” with the “Min. Number of Times” constraint set to 5. However, if one of those forms filled out occurred more than 25 months ago, the filter would only be able to access 4 form fill activities in the activity log. Therefore, the lead would not pass the filter.   Instead of using the “Filled Out Form” filter, set up a Smart Campaign to write to custom fields that show you how many forms they’ve filled out, and when the first one was. Here’s how to do it:   1. Create two new custom fields in Marketo, one Score Field, and the second a Date Field.   2. Create a new Smart Campaign   3. Add the trigger “Fills Out Form” set to “is any” to the Campaign Smart List     4. Add these two Flow Steps to the Campaign Flow: Flow Step 1 : “Change Score” Score Field Name: your score field name Change: +1   Flow Step 2 : “Change Data Value” Add Choice to Flow Step Choice 1: If “your score field name”  “is empty” Attribute “your score field name” New Value: {{system.date}} Default Choice: Do Nothing       This campaign will listen for any time a lead fills out a form, add +1 to your score field, and if it’s the very first form they’ve ever filled out, it will log the date of when it was done. If the lead has ever filled out a form in the past, there will already be a date value in the date field, so the flow choice would just skip over it and do nothing.       Results You’ll See: With the original goal of identifying leads who have filled out more than 5 forms you’ll be able to filter for leads that have filled out at least 5 forms. In addition, this campaign will let you search for leads based on when they had filled out their very first form, regardless of how long ago it was. Since it’s stored in a lead field, it’s a lead attribute that is not affected by the Data Retention Policy at all.      
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Issue How page views and form fills are counted in the statistics section of a Marketo Landing Page asset. Solution How they're calculated When viewing the Landing Page asset in either Design Studio or Marketing Activities, the statistics section provides information regarding page views and form fill outs, if the page has a form located on it.  The page views are a cumulative total indicating how many times the page was loaded, regardless if the visitor was a known record in the database. This means anonymous people can record a view here, due to Munchkin tracking on the page. This section provides a total number of views, not unique visits. This means that a person can load this page multiple times and each visit will be tallied in this section. The form fills section (x Filled out Form (x%)), indicates how many times a visitor filled the form out on the page, if it has one. This total is also counted in the same way the views section is, meaning it's a total number of submissions. Therefore, if a record in your database fills out the form more than once on a page, it will be counted toward the total.   Difference between calculations The difference between these two metrics is that the page views will keep a historical record of visits to the page. This means the total will not change if you happen to delete a bunch of records that visited the page in question - the total persists regardless if the record is no longer in the database. With that said, the forms section does not. This area is tied specifically to the existence of that known record in your database. This means that, once a record who filled the form out is removed from your database, the submissions they performed will be subtracted from the total.
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Issue Issue Description The Email Performance Report is not recording the number of opens for an email send. The email in question is not a text-only email.     Solution Issue Resolution Email opens are linked to an individual asset. If a record is sent the same email more than once, only the first open activity will be recorded. If you are not seeing opens record for a record, search the activity history to confirm whether or not the asset has been opened previously.      
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Issue When I go to the Support area of Nation, I do not have full access to all the areas and tools.   Solution Our system is specific about how you need to access the Support Portal before we can authorize you to use it. The proper steps to take for us to authorize, and for you to submit cases, are as follows:   Log into your instance Click the Community tile (step 1 image) Click Support in the top banner (step 2 image) Click Submit a Case option (step 3 image) Choose from top options depending on what you need to do (step 4 image) Create a case, Manage authorized contacts, edit your Info   Simply going straight to the nation.marketo.com will not have the desired result. You must access the Support Portal from your instance by using these steps so that our system recognizes you properly. If this is your first time following these steps, your view of Step 3 will be different- not to worry, as that will be updated for you manually. Step 1 Step 2   Step 3 Step 4   If you experience issues, please email marketocares@marketo.com
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Issue Issue Description You are unable to check any emails to select in the Email Filter section in the Setup tab of your report ( http://docs.marketo.com/display/public/DOCS/Filter+Assets+in+an+Email+Report ) when Global Reporting is enabled ( http://docs.marketo.com/display/public/DOCS/Report+Email%2C+Campaign+Performance+Across+Workspaces ).   Solution Issue Resolution When using the Global Reporting feature in a report, you can only view a report for all emails across workspaces. You cannot filter the report to include only certain emails.  
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Issue Naming conventions of email in email performance report Solution Email reports will use an email's full label including the program it exists in. Although asset names cannot duplicate within Programs, they can be duplicated within the whole Instance and Email Performance Reports have access to emails from an entire instance. For example if you had two newsletter programs, both with an email named "October Newsletter" the full program name can help differentiate between the two. NL-2018-10-Technology Program.October Newsletter NL-2018-10-Industry Program.October Newsletter The email report will always display with the full email name including the program it was created in to avoid this confusion. Even within a specific Program Report, you can access all emails within the Instance.
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Issue A newly created Program is not showing up in Program Cost Analysis Report.     Solution The Program Cost Analysis Report takes a little time to show new Programs that have just been created. It doesn't do much good to show a success metric before a program has had a chance to succeed so it needs time in order for data to be collected.   If you don't see the program in the report within 48 hours, check these things: If there is a view filter in place The program is active and approved   If all that looks good contact Support for additional troubleshooting.
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Issue You are considering archiving or deleting old programs, and you are wondering how that will affect reporting on membership of leads.     Solution If you delete a Marketo Program, the membership data will be lost. Technically, in the Lead record Activity Log, there will not be an activity for "no longer in program," but any and all reporting will not be able to report from deleted programs.  Keep in mind that Marketo Support cannot restore deleted programs. Archiving Programs keeps program membership data. This means that Analytics reporting, including Revenue Explorer, will be able to see archived programs and the related data. However, smart lists will no longer be able to reference the archived program. For example, say the smart list was: "Member of Program, program is [name]". In this situation, the smart list wouldn't be able to locate the program.    
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Issue You sent an email using a Smart Campaign and the email performance report for the email shows more Sent than there are members in the Smart Campaign     Solution The email may have been sent by more than one campaign.  You can determine this by looking at the "Used By" info on the email's summary page, to see which campaigns sent the email.  In this case, you can use the Campaign Email Performance Report to view the email's performance within the specific campaign.
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Issue Can Email Insights Quickcharts be shared across users within Email Insights?     Solution At this time Email Insights saved Quickcharts are user-specific and cannot be shared or viewed by other users. You can share the quick chart with anyone by downloading the chart as a PowerPoint or Excel file. Who This Solution Applies To Email Insights Users
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Issue Even though the report and Smart List may be looking at exactly the same thing (e.g. an email sent to a specific group on a specific day), many times the numbers in the report do not match the results of the Smart List.     Solution Reports in Marketo like the Email Performance Report are returning results of activities that occurred in your instance, while Smart Lists return results of currently existing person records.  When a person is deleted or merged, the activities associated with the person do not get pruned or purged. So a Smart List that looks for opened email will return all the currently existing records who have that open activity but will not return results of deleted or merged records.  Conversely, a report looking at the same thing will return all activities, even if the records no longer exist.    
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Issue How to pull out the stats on which devices emails are being opened on.     Solution In a Smart List, you can use the filter "Opened Email" and you have the constraints of "Is Mobile", "Device", "Platform", and "Browser" to choose from. You can build a Smart List for each device you are interested in reporting on.
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Issue Is it possible to add Lead Partition/Workspace information in a custom Revenue Explorer reporting?     Solution RCE does not have the ability to segment reports by Lead Partition or Workspace. One possible workaround for leads is to create a custom field on a lead's record and populate it with the partition name.  There is no such option, however, for assets in different workspaces.  
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Issue How to select specific campaign or program emails for your Email Link Performance report. Solution Email Link Performance report can customized according to specific campaign or a program. In the report Setup tab, you can change the selected emails to the entire campaign folder, or even select individual emails.  
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Issue You are utilizing Forms on Marketo Landing Pages, and want to run reporting on these forms.     Solution Currently Marketo has reporting for Email assets and Landing Pages. We do not have the ability to report on Forms specifically. One option would be to use Web Page reporting  -  this reported information would be limited to Marketo Pages with numbers of records who filled out the form, listed under "conversions." You could then create a Smart List to identify leads who have filled out these forms.        
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