Marketo Support and our designated third party Agencies and Partners are teaming up to bring you even greater success! We are rolling out a process for our Partners to be able to open and manage Support tickets on behalf of the customers they work with, without having to take one of the customer's limited Authorized Support Contact seats on their Support Entitlement.
The process involves a Partner initiating a request for these permissions from one of their customers, and the customer is then able to grant or deny Support Authorized Partner status to that specific partner account for a designated period of time.
What can a partner do with their Support Authorized Partner permissions:
- Open a Support Case for your Marketo subscription either under their own name or the name of any Authorized Contact.
- Approve login access for Marketo Support to your Marketo subscription
- Request changes to the layout or functionality of your Marketo subscription (e.g., Create/Update/Merge/Delete Custom Fields, update CRM Sync interval, custom dedupe, custom sync filter, etc)
- Receive the SLTs and other concessions the partner is entitled to based on their own Support Entitlement instead of the Customer's Support Entitlement
What can a partner NOT do with their Support Authorized Partner permissions:
- Support Authorized Partner does NOT give the Partner Account-Level Permissions
- Support Authorized Partner does NOT give the Partner the ability to make changes to Authorized Contacts
- Support Authorized Partner does NOT give the Partner the ability to modify or discuss any contract related portions of your Marketo subscription
To learn more about the various steps to request authorization, approve/deny authorization, and open or manage support tickets, please see the below links:
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