FAQ | How do I submit a support case to IBM Marketing Cloud? (formerly known as Silverpop)

IBM Marketing Cloud (Silverpop) Support can answer most email user questions via their support site.

Follow the listed instructions to submit a new Support Case:

1. Navigate to: https://portal.silverpop.com (Can also be done from the home page by hovering over "Help" and clicking "Support")
2. Login credentials for the Support Portal are different than Engage. (Click "forgot password” if you need to create a new login or password.)
3. Once you've logged in, click “Create a Case” in the orange “Support” box.
4. In the drop down menu, select your product “Engage Pod 5”
5. Complete the rest of the form as required.
6. Your organization name is "Morris Visitor Publications"
7. Include as many details as possible in the description. (The more details you provide, the more effectively Support can help you.)
8. Upload any images/screenshots one at a time by clicking "choose file".
9. Click "Submit" once you've entered everything.
10. You'll be notified of Support's response via your inbox. (To respond back, navigate back to the portal site, but this time, click "My cases" in the orange box.)
11. If you're ever told to contact your “Organization Admin”, contact me (Alaina) by submitting a new Zendesk support ticket.