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Anonymous
January 2, 2015

Contact Adobe Marketo Engage Support

  • January 2, 2015
  • 12 replies
  • 81233 views

Adobe Marketo offers a number of ways to contact Marketo Support directly for assistance from our different support regions. Further details about your Adobe Success Plan can be found HERE.

Note: If your Marketo Instance and Users have been migrated to Admin Console, refer to this Admin Console Overview page for managing the Adobe entitlements across your organization and to engage Marketo Support.
 

Marketo Support Portal (https://support.marketo.com)
 

The Marketo Support Portal features a web form to submit support cases to Marketo Support. The form provides Authorized Support contacts the ability to provide details on the support issue that allows Marketo Support to efficiently and effectively assign your case to the best suited available support engineer. We encourage you to leverage our Best Practices when submitting your case to Marketo Support.
 

Support Services – Regions, Hours, and Languages

Authorized Support contacts can engage Marketo Support by calling one of our Adobe Enterprise Phone Numbers for your region.

Live Telephone and Online Technical Support
  • Priority 1 incidents: 24x7x365 via phone or online support case
  • Priority 2-4 incidents: Support available during regional business hours via chat or online support case.

Regional Business Hours
  • Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents.
  • If Adobe is contacted for support by someone other than the designated Named Support Contacts, Adobe may request that that the support case be resubmitted by a Named Support Contact.

Languages
  • Japanese language support is available during Japanese regional business hours, excluding holidays or Adobe days off. Japanese support is not available for Adobe Commerce.
  • With the above exception, all Support will only be provided in English.

Support Access
  • Customer will grant Adobe Support access to applicable customer systems via remote support tools controlled by Adobe for the purpose of troubleshooting and support services.


Regional Business Hours for Support

Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents.
 
AmericasEurope, Middle East & AfricaAsia PacificJapan
6 am – 5:30 pm9 am – 5 pm9 am – 5 pm9 am – 5 pm

 

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12 replies

Leticia_DoPrado
Leticia_DoPrado
New Participant
April 11, 2019

It is a very frustrating experience --much like with other experiences using Marketo.

    Skip_Willoughby
    Skip_Willoughby
    New Participant
    April 11, 2019

    WRETCHED support. Simple email campaign that isnt sending. Everything's set correctly. Chat was no help as it was over their heads. Cant call in. NOW...just trying to find WHERE TO CREATE A TICKET!
    WOW...terrible experience. The 2015 article here is awesome. Just not helpful as it doesnt work in 2019. Brilliant. Nice thing... our organization will only need to deal with this a few more months until our contract expires. ANd frankly, in discussions now where another vendor might just buy it out and we'll be free sooner than that.

      Frank_Shih
      Frank_Shih
      New Participant
      January 10, 2019

      Laticia,

      You need to be an authorized user for your account in order to raise the tickets. In my case, after Marketo support authorized me as an authorized user, I was still not able to submit the case due to they need Marketo Cares Team to enrol you in support portal. I just got mine

      A
      Anonymous
      June 5, 2018

      Support Portal is not longer visible. We do not have access to submit or review our cases.

        Leticia_DoPrado
        Leticia_DoPrado
        New Participant
        June 4, 2018

        That's exactly what I was thinking! I was trying to submit a ticket and cannot find a button that says "Create a Case" or "submit a support ticket". I literally went to the knowledge base and searched "how to submit a support ticket" and ended up on this post...

          Leticia_DoPrado
          Leticia_DoPrado
          New Participant
          June 4, 2018

          I am on the support portal and don't see an option to "create a case" or "submit a ticket" etc. I only see an option to Chat with Support. How can I actually submit a support ticket?

          Mike_Reynolds2
          Mike_Reynolds2
          New Participant
          November 1, 2017

          Hi @Matthew​,

          If you're looking for the Support contact phone numbers, they're all listed above.

          Regional Phone Contact Information

          Marketo does feature the tried and true means of contact support, by the phone.  Authorized Support contacts can contact Marketo Support by calling one of the regional phone numbers listed below.

          RegionContact DetailsObserved Holidays
          North AmericaHours: M-F, 6am to 6pm Pacific
          Toll Free US: +1.877.270.6586
          Direct: +1.650.376.2302          		New Year's Day
          Independence Day
          Thanksgiving Day and the Day After
          Christmas Day
          Europe, Middle East, Africa

          Hours: M-F, 8am to 5pm GMT
          Europe: +353 (0)1 242 3030
          UK: 0800 151 3030

          Languages Supported:

          English, French, German, Portuguese

          		New Year's Day
          Easter Monday
          Christmas Day
          St. Stephen's Day
          Asia PacificHours: M-F, 9am to 6pm Aus EST
          ANZ: +61 2 8310 7646

          New Year's Day

          ANZAC Day

          Australia Day

          Queen's Birthday

          Labour Day

          Christmas Day

          Easter Monday

          Boxing Day

          If you're looking for information on your own individual contact record, you can reach out to supportfeedback@marketo.com. That's the team with admin access to update your profile as needed.

          Hope that helps!

          Mike

          Mike_Reynolds2
          Mike_Reynolds2
          New Participant
          November 1, 2017

          Hi @Mark Duran​

          I'm sorry, I'm not following what you mean to ask. The directions on how to get ahold of Marketo Support are right here in this document that we're commenting on.

          Thanks,

          Mike

          M
          Mark_Duran
          New Participant
          October 31, 2017

          So do I need to search the knowledge base to find out how to get ahold of Marketo support? This is maddening.

            Matthew_McLean
            Matthew_McLean
            New Participant
            October 23, 2017

            How does one find the phone number associated with the Marketo instance's contact profile?

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