If you have submitted a support case and you feel that the case was improperly handled or that the solution being offered does not meet the communicated Marketo support expectations, then we would welcome the opportunity to look deeper at your specific support engagement and work with you on delivering a better resolution. Caution: If the item you're looking to escalate is related to a Production Down incident, please call the support line for your region to receive immediate assistance. Support Manager escalations are only handled during normal business hours. The phone numbers for each region are listed below, follow the prompts for P1: Americas: +1.877.270.6586, Direct: +1.650.376.2303 Europe, Middle East, & Africa: +353 (0)1 242 3030, UK: 0800 151 3030 Asia Pacific: +61 2 8310 7646 Japan: +81.03.4233.9014 How to Escalate: Option 1: Step 1. Navigate to the "Case Management" area of the support portal either by mousing over the Support tab and selecting "Case Management" or clicking the Support tab and click on the “My Case Management” button. NOTE: You will need an open or recently closed case in order to escalate to support leadership.
Step 2. From here you will need to click on either an open or a recently closed* case:
*Support Cases that have been closed for longer than 10 days are no longer eligible to be re-opened and we ask that you open a new support ticket for your current issue prior to escalating to a Support Manager. We ask that you have an open support ticket for a Support Manager to be able to address specific issues. Step 3. After selecting a case, click on the Escalate to Manager button:
Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button.
Once your support escalation case has been submitted a Marketo Support Manager will contact you within 1 business day of your support region's support hours to address the issue. Option 2: You can email email@example.com to escalate your issues to our support management team. NOTE: Be sure to include your currently open Support Case number and the details of your escalation. This will help to ensure that a Support Manager can quickly identify the case tied to your escalation and follow up with you. Before you send an email to firstname.lastname@example.org you must have a current active support case closed support case that has been closed or is pending. Support Escalations are focused on the handling of current or recent cases. Brand new technical support issues that are sent to Support Escalations will be re-routed to our general case flow.
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When a user switches to another language in their preferences not everything in Marketo will get translated. Specifically, any object that has an editable name is not automatically translated.
Type of Text Example Translated? Editable Text
Programs Seeded Channels Seeded Marketing Activities Folders Progression Statuses Custom Fields
No Not Editable Text
Standard Fields System Smart Lists General User Interface
When a user views content in a workspace that is not the same as their preferred language, the above table describes what would be translated.
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What is the Email API? What is the Email API used for? What is Email 2.0? Does the Email API Work on Email 2.0 Assets? Will the Email API Break when Enabling Email Experience 2.0? How Are 1.0 Assets Upgraded to 2.0 Assets? What to Do When an Email Was Accidentally Converted to Email 2.0 format?
What is the Email API?
API stands for Application Programming Interface and the Email API allows an automated process to create and edit emails in Marketo. There are also other API calls that involve emails, such as Approve Snippet (assuming the Snippet is used in an Email) and Clone Program (assuming the Program contains Emails). There are also API calls to create and update Email Templates. Essentially, the API can do many things that you can also do through the Marketo user interface, but then in an automated fashion.
What is the Email API used for?
There are many scenarios: an external system could create Emails in Marketo using data that lives outside of Marketo. A translation service provider could clone a master Email, translate it to many languages, then save them back into Marketo as localized Emails. A reporting system could extract Emails from Marketo to use in reports that are generated outside of Marketo. An external system could Clone a Program that contains Emails, then populate the Program Tokens and schedule the Email to be sent out at a specific time. There could be an external email template creation system that creates new Email templates in Marketo through the API.
What is Email 2.0?
“Email Experience 2.0” is the new Marketo product feature with the enhanced email editor, documented here: https://docs.marketo.com/display/public/DOCS/Email+Editor+v2.0+Overview. It can be switched on in Admin > Email > Edit Email Editor Settings. All Emails and Email Templates also have a version number, either 1.0 (the old version) or 2.0 (the new version). If we refer to “Email 2.0 asset” we mean an email or email template in the new upgraded 2.0 format.
Does the Email API Work on Email 2.0 Assets?
Will the Email API Break when Enabling Email Experience 2.0?
No. Enabling Email 2.0 will not automatically upgrade Emails or Email Templates to the new 2.0 format. The Email API can still create new Emails and Email Templates in the 1.0 format. However – after enabling Email 2.0 – any Email or Email Template that is created or edited and approved through the Marketo User Interface will automatically be upgraded to the 2.0 format.
How Are 1.0 Assets Upgraded to 2.0 Assets?
If you edit an “Approved" or “Approved with Draft” 1.0 Email with Email 2.0 enabled, the draft is converted to the 2.0 format. You can still discard the draft to go back to the approved 1.0 format. Once you approve the email and it becomes 2.0, the Email cannot be converted back to 1.0. If you edit a “Draft” 1.0 Email (never been approved), this will automatically be converted to 2.0 with no option to revert back to the 1.0 format. The same applies to Email Templates.
What to Do When an Email Was Accidentally Converted to Email 2.0 format?
If an Email or Email Template was accidentally converted to the 2.0 format, you’d have to copy the asset contents to a text editor, disable Email 2.0, then create a new 1.0 asset using the content that you copied.
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NOTE: In order to manage authorized support contacts you must be set up as a SUPPORT ADMINISTRATOR on your support entitlement with Marketo.
IMPORTANT BEFORE YOU FOLLOW THE STEPS BELOW: Our system is particular about how each User needs to access the Support Portal. Simply going straight to the nation.marketo.com will not have the desired result. Each User must access the Support Portal from your instance and set up their profile first. This can be done by logging into your Marketo instance and either clicking on the Community tile or Community button in the upper right-hand corner of your instance. The user will be brought to a page where they will need to pick their Username and fill in their First & Last name and then save. Users will not show up in the list of available users to be added as Authorized Support contacts until these steps are completed. Below is an example image of the community tile each User must click:
This will bring you to the Community page (https://nation.marketo.com/), where they can complete their profile set up. This community button is also how you will reach the Support Portal to create cases if you are an Authorized Support Contact
From the Support page Support Admins will proceed to follow these steps to manage Authorized Contacts:
1. Log into the Marketo Community and click Support.
2. Click Manage Authorized Contacts to approve or disapprove authorized contacts.
3. The top of the Manage Authorized Contacts page provides information about contact totals. If the Allow Marketo Support to Add Authorized Contacts is checked, it means that the customer has granted permission to Marketo Support to add authorized contacts.
4. To authorize a contact, check the Is Authorized checkbox next to the contact's name. In order to appear on the list of available contacts, the user must have clicked Community (while logged into Marketo) at least once and created a profile.
5. To un-authorize a contact, click the Authorized checkbox next to a contact name to clear the checkmark. Click OK in the popup.
If a contact on the list is no longer an employee at your company or that person does not need to manage cases, you can remove a contact from the listing entirely, by deselecting the Authorized box, and selecting the No Longer checkbox. Click OK in the popup.
Great! You can now manage Authorized Contacts for your account.
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Q: When will my account be closed? A: All free and self-serve/standalone accounts will no longer be able to accessible effective April 26, 2019 at 5 pm PT. Q: What are my options if I want to continue? A: If you would like access to a solution with similar functionality, please explore Marketo Sales Engage, Mixmax, Outreach, SalesLoft, YesWare, or Groove. Q: How do I collect my data? A: Please refer to this document for instructions on exporting your data and assets from ToutApp. Q: What if I am paying for an account? A: You will have until April 26, 2019 to access your account and extract any data or assets that you may want to keep. You will no longer be charged and your credit card information on file will be removed. Q: Why did I receive this notice? A: The email address that received notification is associated with a ToutApp account. If you believe you received this notice in error, please disregard - there is no action necessary. Q: I don’t remember opening this account, what do I need to do to shut this down? A: No action is required to close the account associated with your email address. Q: What will happen to any scheduled activities (emails and campaigns) that are scheduled after April 26, 2019? A: As of April 26, 2019 at 5 pm PT, all scheduled emails and campaigns will no longer run.
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Hi Ani, If you are encountering problems logging into the community or have issues with the support portal, our Customer Care team can assist you in identifying the issue and providing a solution. Email email@example.com to create a case. The Customer Care team is also your account's primary customer success group, so aside from the email you can also call them at 1-855-MKTO-HLP or also open up a Live Chat on their space - Customer Care One of your contacts is also set up as an authorized support contact on the entitlement, so you can connect with the Marketo Support Team to raise issues and concern and we can work on resolving your issue or escalating to other groups or resources as needed. Visit the Support Space Support to open a ticket or launch a live chat and you also have access to email and phone support as well. All details of your available support options can be found here - About Support
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Hello Marketing Nation! Marketo Support is excited to announce a change that we are deploying on Monday, November 5, 2018. Marketo Support will be launching a brand new customer phone system with a new "Voice of Marketo Support." There will be no changes to how you connect with Marketo Support. All of our contact numbers and support email addresses remain the same and there should be no or very limited interruption in service while deploy our new services. Some of the things you will notice with our new platform: New Phone IVR experience with a new engage voice from Marketo...exciting times call for a fresh voice to say "Thank you for calling Marketo Support..." Our phone system will now identify if you have an open case and are calling about the case and route your call and the case to the next available support engineer.....save you the trouble of reading off the case number. We will continue to offer a callback feature in the event you prefer to not wait in queue for a support engineer....we can ring you back for sure. A new online chat experience.....now with screenshare (in the community)! There are numerous features that will greatly improve our services all running in the background....things like more dynamic skills based routing and better real-time metrics that allow us to adjust our focus to changing volumes and customer needs. All elements that we will focus on to deliver to all of you the World-Class Customer Service you have come to expect from Marketo Support
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Once you have submitted a support case, our team of Technical Support Engineers will respond to you quickly and with our SLT (Service Level Targets) based on the case priority. When you receive a response, there are two ways you can provide a case reply/update. By Email Every case update from our support engineers will trigger an email notification to be sent to your email address. To reply or update the case, simply reply to the email with your response and addition details for your case. When replying to a support case by email, it is important not to change or alter the ref: code in the subject line. This ref code is what allows your email response to be added back to the support case as an update By Web Portal You can also update your case through our Case Management App, but loading the app either from clicking the link in the case notification or going to Support Cases from the Bizible Support Home page. 1. From the My Cases view, select the Case Number you want to update 2. From the Case Detail page, there are several ways to update the case: If your case is resolved, you can click "My Case is Resolved" and close the case You can increase the priority of the case, if the issue is escalating You can add your case comment/update to provide additional information to help the support engineer resolve your issue You can attach files in order to help move the issue along toward resolution
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Hello Marketing Nation! As we promised, the additional features to enhance your Universal ID experience in the Support Portal have been released. 1. Now, the Support Portal will recognize both your authorized support and non-authorized UID Contacts in the Support Portal. 2. You can now change the default UID contact instance you selected by going to the My Info tab, and selecting a new instance and then saving. As a customer using Universal ID, you will now be able to freely access all of your cases and use all the features associated to your UID contact and associated level or Marketo Support. Please stayed tuned to the Marketo Support Blog for news about our Quarterly Enhancements to the Support Portal for Q2. Thank you Is this article helpful ? YesNo
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Hello Paul. Thank you for the feedback. I've located your UID contacts and have notified out developers to investigate why you aren't able to see all of your related instances in the drop down. Will message you directly once we have a solution.
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Greetings Nation! Marketo Support has released a few new features into our Support Portal to better align how the Case Submission and Case Management activities work with Universal ID. 1. Default instance selection When a customer is identified as a Universal ID contact and uses the Support Portal for case submission for the first time, they will be presented the option to select a default UID contact based on the instance the contact was created from. This default user will be the contact that the Support Portal loads with each time. At this time, the default Universal ID contact must be set up as an authorized support contact 2. UID Contact Switch After a default UID contact has been selected the customer can dynamically switch their UID contact from within the CaseConnector. At this time, the selector drop down will only show UID contacts that are set up as authorized support contacts.
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Amy Connor Sorry for such a late response. The firstname.lastname@example.org email address is used to issues related to: Problems logging into your new Marketo instance Community login issues Issues with access or using Marketo Support Problems with Support Portal/Case Management Hope that helps
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To increase the security and privacy of our customer data, Marketo Support has introduced the option for our customers to tell us whether they allow Marketo Support Staff and our authorized representatives to access their instance while troubleshooting support cases. Do note that denying or delaying approval for Marketo Support Staff and our authorized representatives to access the instance might prevent us from fully investigating the issue raised in the support case, and can result in extended resolution times or the inability to fully resolve the reported issue. Is this article helpful ? YesNo Authorized Support Admin The Authorized Support Admin can set the remote access permissions for the entire instance by navigating to the ‘Manage Remote Access’ option in the Support Portal. This selection applies to cases raised under the entitlement by either the Authorized Support Admin or Authorized Support Users. The options that are available are: All Cases: By default, Marketo Support Staff and our authorized representatives can access the instance for all cases raised under the entitlement. When a case is raised, this selection can still be changed during the case creation process. Approval Needed: By default, Marketo Support Staff and our authorized representatives are denied access to the instance for any new case raised under the entitlement. When a case is raised, this selection can still be changed during the case creation process. Never: Marketo Support Staff and our authorized representatives are denied access to the instance for any new case raised under thes entitlement. This cannot be changed during the case creation process without explicit permission from the Authorized Support Admin. Authorized Support Users Authorized Support Users can set the remote access permissions on a per case basis during the case creation process. Allowed: Marketo Support Staff and our authorized representatives can access the instance for the life of the case for troubleshooting purposes. Denied: Marketo Support Staff and our authorized representatives are not allowed to access the instance at any time during the life of the case. If the Authorized Support Admin has opted to Never allow remote access, the permission on the case will be set to Denied and cannot be changed by an Authorized Support user. Getting Permission In the case where Marketo Support or our authorized representatives require access to an instance, and the remote access permission is denied for the case, we have the option to request permission. We will send the contact on the case an email with a link so that the change in permission can be recorded in our system. If the access permission on the case is Denied, and the instance wide setting by the Authorized Support Admin is either All Cases or Approval Needed, both Authorized Support Users as well as the Authorized Support Admin can grant us access for that case. If the access permission on the case is Denied, and the instance wide setting by the Authorized Support Admin is Never, only the Authorized Support Admin can grant us access for that case.
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