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Nurture_Ninja
Level 4
July 2, 2023
Solved

Reaching out to support

  • July 2, 2023
  • 1 reply
  • 2414 views

I inherited a new instance and would like to reach out to Support to create a new case. What is the best way to about this?

Within my instance, when I navigate to Help -> Resources -> Support, I'm led to this page: https://experienceleague.adobe.com/docs/support-resources/data-sheets/overview.html

Where do I see if we qualify for Expert Support Plan or Ultimate Support Plan? Also, where is the info about the actual channels (Online, chat, phone, Experience League, forums, self-help videos) to reach out to support?

Thanks!

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Best answer by Darshil_Shah1

Well, you need to be Authorized support contact for the subscription to be able to raise the support tickets. You can raise support tickets right from the Community > Support (in the top nav bar) > Case Management. Make sure you're logged in to the Community with the credentials associated with the Marketo instance you want to raise the support ticket for.

Here's a detailed Community article that walks through the step-by-step process of raising the support ticket. Call and Chat support could be found on the Case Management screen, Experience League is the site where product documentation and tutorials/self-help videos are hosted. You may have to reach out to your Marketo Customer Success Manager (CSM)/view the contract to find which of the available support plan you have included with your subscription.

 

1 reply

Darshil_Shah1
Community Advisor and Adobe Champion
Darshil_Shah1Community Advisor and Adobe ChampionAccepted solution
Community Advisor and Adobe Champion
July 3, 2023

Well, you need to be Authorized support contact for the subscription to be able to raise the support tickets. You can raise support tickets right from the Community > Support (in the top nav bar) > Case Management. Make sure you're logged in to the Community with the credentials associated with the Marketo instance you want to raise the support ticket for.

Here's a detailed Community article that walks through the step-by-step process of raising the support ticket. Call and Chat support could be found on the Case Management screen, Experience League is the site where product documentation and tutorials/self-help videos are hosted. You may have to reach out to your Marketo Customer Success Manager (CSM)/view the contract to find which of the available support plan you have included with your subscription.

 

    L
    Liz_ABC
    Level 2
    September 24, 2024

    I am the Marketo Admin for our company.We have ended our service relationship with the 3rd party implementation partner. This support portal will not let me add myself to open cases or launch a chat(the buttons fail to do anything). I have some urgent sync issues that need support. Please reply and add me so I can open future tickets.  With as much as we pay for this platform, it should not be this hard to use or get support. Very frustrated.

     

    Liz P., VP of Marketing, Coastal Business Intermediaries DBA Agency Brokerage

    SanfordWhiteman
    SanfordWhiteman
    Level 10
    September 24, 2024

    Unfortunately, this isn’t something that can be done via Community. You should reach out to your CSM.

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