How to ensure everyone is notified of Marketo announcements?

[Dan_Stevens_]

After reading through some of the discussions from today, Marketo posted some important announcements regarding issues that many customers were experiencing.  Even though my notification preferences are setup properly, I didn't receive anything via email - and was completely unaware of this.  Is the community setup as such so that every customer will receive these announcements without having to physically logon to the community?

[Mike_Reynolds2]

It's set to Following by default, and that's the mechanism that is used to make sure the announcements reach the notifications when an announcement is made. We've been looking into some revisions in the announcements, but it's too early still to get into specifics there. Let me look closer into what prevented the announcement from getting to your notifications here and get back to you.

[Mike_Reynolds2]

Dan Stevens​ I just wanted to check in and make sure that this was taken care of. Are you still having any trouble with this?

[Dan_Stevens_]

Mike - I'm not quite sure.  Have there been any notifications sent out that I should have received?  I haven't received any.

[Mike_Reynolds2]

There was one on February 25th from a P1 alert for connectivity issues. It was pretty short lived, but it should have shown up in your Notifications here in the Community. Take a look through the history of your notifications and see if it showed up there first. Here's what it would look like:

[Dan_Stevens_]

Nothing like that was received.  Here are the items in my inbox from the past week:

Here are my preferences:

[Mike_Reynolds2]

Dan Stevens​ Thanks for the screen shots. We may still have a problem here, but let's just check one last thing. With the Inbox notifications, the right side doesn't show in the screen shot, and that's where the email settings are put. Look for the "Email" check boxes on the right side. That's what should send the emails when the notifications come up.

[Dan_Stevens_]

I'm not following, Mike.  The screenshot I provided in my post, just above yours, looks exactly the same - including the four email checkboxes.

[Mike_Reynolds2]

My mistake. Sorry, my view got cut off and I didn't see. Let me keep checking into it and get back to you soon.

[Mike_Reynolds2]

With larger P1 alerts such as the ones we had yesterday, we will post announcements on the Community's Product and Support pages.You can set up your Community Profile preferences to send you an email notice when these come out, so that way you'll get an email sent to you for immediate notification.

To get this set up, just click on your profile icon in the upper right corner and select Preferences. From that page, make sure that you have "Inbox: Alerts" enabled for email alerts and that will switch the feature on!

[Dan_Stevens_]

Mike - that option is set exactly in my profile.  So are you saying I should have received those P1 alert notifications?  If so, then something isn't working properly.

[Anonymous]

Dan and Sarah

Can you both please check your spam to see if it landed there?

[Dan_Stevens_]

Just checked - nothing.  I receive every other notification just fine from the community.  And we have all of Marketo's IP addresses whitelisted.

[Anonymous]

Also checked my Spam - no notifications there either

[Anonymous]

Odd. Okay thanks for the info and we'll look into why you didn't receive it!

[Anonymous]

Same issue for me @Dan Stevens. Didn't receive any of the P1 notifications but was set up to receive all alerts via Email.

[Grant_Booth]

Good to know, Mike! Thanks

[Grant_Booth]

Hi Dan,

Yesterday we did have posted several P1 announcements, however an alert was not emailed out to customers. The primary reason for this as I understand it is that the problems did not impact all customers and would cause confusion to those it does not apply to.

For example, one of the problems was a 503 Bad Gateway error for the REST API. Customers who do not have custom integrations relying on the REST API would not be affected by this. Another problem was related to the Salesforce integration and would not impact customers who sync with a different CRM like Microsoft Dynamics or don't sync with a CRM at all.

Although I'm not responsible for decisions about whether or not to mass email our customers, I would assume this is the logic - it's better to put an alert on the Community to see if someone goes there to log a case, rather than invite a *massive* influx of support cases from customers who are wondering if the problem would affect them.

Grant

[Anonymous]

It typically goes to the account holders email address, you may want to ask support to put your email address on the list

[Dan_Stevens_]

I'm the main contact (and Admin) for our company's instance.  I'll reach out to support to confirm this is correct on their end.