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Radian6 - API - Best Practices for Contacting Technical Support

Knowledge Article Number 000193529
Description

Before submitting a case to Marketing Cloud Support for help,  make sure you are including all the details below required for them to assist you. If excluded, Support will reach out to ask for this information so this can save some time for you to help them resolve your issue faster!

You can reach Support by emailing marketingcloudsupport@salesforce.com or if it is a critical issue, contact our toll free number (1-888-672-3426).


 

 

Resolution

When submitting your API case to Support, please make sure you include the following (if applicable):

  • Detailed explanation of the expected result
  • Detailed explanation of the actual result
  • Exact API call used 
  • XML response
  • Any error messages received (for example, 400 - Bad Request, 401-Unauthorized, 403 - Forbidden, 404 - Not Found, or 405 - Method Not Allowed)
  • Sandbox or production application key (auth_appkey)
  • Radian6 username (auth_user)
  • Token (auth_token)
  • Any troubleshooting steps you have already taken




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