5 Replies Latest reply on Jan 9, 2019 9:00 PM by Sanford Whiteman

    Marketo tracking issues

    Tamir Belzer

      Hi, anyone here had issues with Marketo tracking web activity of leads? especially with Munchkin? For some reason it works for some of the leads but not working for others and in the recent weeks the number of leads we can't track their web activity has increased significantly. Anyone else encountered that?

        • Re: Marketo tracking issues
          Sanford Whiteman

          Hi, anyone here had issues with Marketo tracking web activity of leads? especially with Munchkin?

          Marketo only tracks web activity at the lead level using Munchkin. There's no other mechanism, so don't know what you mean by "especially".

           

          You haven't provided nearly enough information. Are you sure you're sending tracked links (without the mkt_tok query param, email clicks will not result in known lead activity)? What are some sample URLs?  Are you seeing anonymous web activity where you expect known (associated) web activity? Have you changed the way you're loading and init'ing Munchkin?

            • Re: Marketo tracking issues
              Tamir Belzer

              Hi, Thank you. I'll explain: we are using different forms of Marketo and one custom form which is not Marketo on our website and we noticed an increase in the number of leads created by filling in these forms Both the Marketo and the non Marketo ones that we can't see any web page visits not before and not after the filling in of these forms. We didn't change anything in the code or the Munchkin or any other code that might affect that. For most of the leads the web activity tracking of both before and after the creation of the record in Marketo (anonymous and known leads) is working but we do have some leads that it's not working for them and the number of leads that it's not working for is increasing. We don't know of a specific page or pages that have an issue with tracking, it seems that it's all across the website.

              Thank you for your help.

                • Re: Marketo tracking issues
                  Sanford Whiteman

                  How are you associating Munchkin sessions from these "non-Marketo" forms?

                   

                  Do you have a URL on which you can reproduce the lack of all (anonymous and known) tracking? Without any pointer to your site at all there's nothing to look at.

                    • Re: Marketo tracking issues
                      Tamir Belzer

                      Hi Sanford, thank you. We implemented the Munchkin code on our SAAS product so any visit to our online app including registering to it should be and is tracked in most cases but we do see an increase in the number of cases it doesn't track. As I mentioned, the fact that the tracking works for most cases but not for some others should indicate that the issue is not on our configuration or set up otherwise we wouldn't have any tracking at all. Am I wrong?

                      Thank you.

                        • Re: Marketo tracking issues
                          Sanford Whiteman

                          the fact that the tracking works for most cases but not for some others should indicate that the issue is not on our configuration or set up otherwise we wouldn't have any tracking at all. Am I wrong?

                          No, I wouldn't draw that conclusion! 

                           

                          Marketo doesn't routinely lose Munchkin data that truly gets sent over the wire; this is a very rare occurrence and there would be an incident report associated with it.  Almost always, the problem is on the client side, with unreliable code that doesn't send the hit in the first place.

                           

                          You haven't provided any code or real-world examples so no deeper help is possible. I would look closely at race conditions, browser unload behavior, and browser compatibility with the functions used in your code, and be aware of anti-tracking plugins/features.