How do I access the Support Portal? | Community
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KCS_Integration
KCS_Integration
Level 2
April 17, 2019

How do I access the Support Portal?

  • April 17, 2019
  • 2 replies
  • 6296 views

Issue

Note: If you have been migrated to Admin Console, refer to the Admin Console Overview page at https://helpx.adobe.com/enterprise/using/admin-console.html.

When I go to the Support area of Nation, my access to the Portal is incorrect.

 

 


Solution

Our system is particular about how you need to access the Support Portal before we can authorize you to use it.

 

The proper steps to take for us to authorize, and for you to submit cases, are as follows:
 

  • Log into your instance
  • Click the Community tile (step 1 image)
  • Click Support in the top banner (step 2 image)
  • Click Submit a Case option (step 3 image)
  • Choose from top options depending on what you need to do (step 4 image)
    • Create a case, Manage authorized contacts, edit your Info

     

    Simply going straight to the nation.marketo.com will not have the desired result. You must access the Support Portal from your instance by using these steps so that our system recognizes you properly. If this is your first time following these steps, your view of Step 3 will be different- not to worry, as that will be updated for you manually.


    Step 1

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    Step 2
    This is a article attached image

     

    Step 3
    This is a article attached image


    Step 4
    This is a article attached image

     

    If you experience issues, please email marketocares@marketo.com


      2 replies

      Lynn_Ray_Pardo
      Lynn_Ray_Pardo
      Level 4
      April 17, 2019

      Gabrielle,

      The Support portal is not showing the option to create a case.
      I am the administrator for our company and, obviously, the authorized support case person.

      Additionally, your link to contact/email Marketo Cares is broken.

      Please advise. This is ridiculous.
      Lynn

      Gabrielle_Monj1
      Gabrielle_Monj1
      April 17, 2019

      Hi Lynn!

      I apologize for the inconvenience that was caused by yesterday's drop in service. We had a backend issue, which, temporarily, disrupted service for the Support Portal. It has been repaired and should be functioning as normal. Additionally, the MarketoCares email alias was affected, which is why the email did not work as expected. Again, this has been repaired and should be functioning normally once again! So sorry for the disruption, and if you need any assistance getting support tickets opened, please let me know. Happy to assist however I can!

      Best,
      Gabrielle

      Gabrielle Monju
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