Reseller Training - Ticket Examples
Ticket Example 1 - Typical DKIM set up confirmation:
I am going to be finishing up the DKIM process for your domain today. Can you please confirm you have access to postmaster@<domain> right now and can email me immediately with a code that Yahoo will send you?
Could you also confirm a domain name for account # 12354?
If you cannot do it right now, please let me know when you have access and can be on standby to see the code come through.
Ticket Example 2 - Technical Requirements set up:
Thank you for calling Act-on technical support. During your call today you showed me test emails that hard bounced when sending using the exampledomain.com and secondexample.com domain. We checked to see if you have a DKIM set up for these domains and you do not. You will need this set up a DKIM for each of the domains you plan to send with to prevent hard bouncing. Below I have instructions for you to setup the DKIM on your DNS. Once they are set up please let me know so I can finalize it on our end.
You will need your IT administrator to create a CNAME in your DNS like the one below. The first set up numbers is the account number of your parent account. The domain following "domainkey." is your domain that you plan to send emails with:
You will need the CNAME above to point to:
Once this is setup in your DNS I will check to make sure everything is correct and I will finalize it on my end.
You will need to white list the Act-on Domains and IPs listed in the Technical Requirements even if you are on a dedicated IP. I have the technical requirements below. This is necessary is you plan to send emails to internal employees.
Similar to the DKIM you will need to set up the Envelope From. This is another verification that allows Act-on to send emails on your behalf. You can only have one Envelope From per account
You will need to create a sub-domain that is unique. We recommend using something like mailer.yourdomain.com
Once this sub-domain is created you will create a TXT record under the sub-domain that includes the below
v=spf1 include:_spf.act-on.net -all
You will create an MX record for the sub-domain that points to est-mta.b2b-mail.net (priority 10).
Once this is created please fill out the information below and send it back to me:
Subject line: "Envelope From: Ready for Config" Sub-domain used Act-On account ID Contact information to reach out for further questions, I will verify the information and finalize it on my end.
Day 2- CRMs
Ticket Example 1 - Leads empty in push to Salesforce
Theo H. Jun 18 13:28
Im seeing leads that have Scores in act-on but they are null in Salesforce
Thank you for contacting Act-On Tech Support.
I just ran a test of pushing up Joe Ellis as a separate segment and then pulled the Leads list back down and found that he does have a Act-On Lead Score that is being pushed to Salesforce and that you currently have 3,954 people that have Act-On Lead Scores. Is it possible that this is not being mapped on the SF side to populate that field within the lead?
Theo H. Jun 25 09:06
I checked the lead again today email@example.com – The Lead Source and Lead Source Description were not updated on any of the 3 contacts in the system. Everything is mapped.
Also a Lead named Example Name has a 650 Lead score in Act-on but 0 in salesforce…it is mapped, so something is wrong on the data push. I shouldn’t have to dig into the data of Act-On to see if the integration are working. This is revenue impacting.
Sorry to hear about your frustrations. Can you please confirm that you did the following steps when integrating Act-On with Salesforce:
• Click on Settings > Connectors > CRM > Salesforce.
• Click on the Score Setup Link.
• Enter the name of the custom Salesforce field that you created for the Act-On Lead score.
• Click OK.
I just checked your leads list and wasn't able to find Example Name. Which is he being synced to SF from and does that sync have Act On Lead score getting pushed to the CRM.
Let me know the answers to these questions and I'd be happy to further assist!
Ticket Example 2 - Permissions needed for CRM integration
Daniel C. Apr 25 13:45
We are making a security role designed for the act-on connection. Need a list of all the permissions needed for successful interactions between Microsoft CRM and Act-on.
If you're setting up your Microsoft Dynamics and your Act-On Connector, I highly encourage you take a look at this article here from Act-On University:
The connected user must be an administrator.
In that article you will see the follow section below that lists what permissions are required :
After registration, we need to make sure the registered user has the Read/Write privileges to the newly created custom entities, follow the steps to check:
• Navigate to the Settings > Security
• Click Security Roles
• Select the role of the user; it is the Sales Manager role in this example.
• Select the Custom Entities tab in the Security Role popup.
• Click on the Read and Write privileges for the Act-On SSO and Act-On SSO Ext entities until they are green; save and close the settings.
• A user can be un-registered by selecting the record in the Registered User table and right clicking to choose the Unregister.
Let me know if you have further questions.
Ticket Example 3 - CRM default field selections
Dean A. Jun 05, 2017 12:32
This is our CRM default field selections.
1. How come not all the field selected is available in my SFDC list ‘Import/Export’ ? like, ‘Email Opt-out’, ‘Industry’?
2. Can I map Act-on Opt-out field to Email Opt-out field?
Thank you for contacting Act-On Customer Support!
1. So your Opt-outs should sync over to and from your CRM and Act-On already if your have your CRM administrator settings checked in the top right when it says pull opt-out/in from CRM and push opt-out/in to Act-On. If both are checked both should be updated with the same current contacts that have opted out, no need to map any fields. I am not sure where you got the Act-On opt-out field? Did you create it in Act-on and is it actually populated? If so what is being populated in that field?
2. The fields have to be created in your list before you can select them to sync over, so create that field in that list first, and then you can pull from your CRM to bring on all the data into that field, then push the list again when anyone new has data in that new field, you will be able to select it in the sync settings once it has been created.
Day 3 - Lists, Segments, Automated Programs
Ticket Example 1 - Creating a segment from Salesforce list
Clare F. Jan 03, 2017 10:26
I want to create a segment off of my main SF lists for everyone who has ever selected the “unsubscribe me from all future communications” button. I have created a segment off of my “All SF Contacts” list called “Email Opt Out (unsubscribed from all) – Contacts.” Do I have this set up correctly/did I employ the proper filters?
Thank you for contacting Act-On Web Support.
That segment does look like it is set up correctly. With the behavior of "opted out" set to "at least one" for "all time," anybody who has ever opted out will be pulled into the segment.
Ticket Example 2 - Adding a column for a List Maintenance program
Amber M. Mar 30 12:53
I need to set up a list maintenance program for my contact list Salesforce Saved Report: General Cont./Construction List. It should be exactly the same as my other list maintenance programs on my other lists. I'm unable to do it because when I try to set up a new field, it doesn't give me the option to update "Act-On Behavior Score" to "Set Value to Behavioral Score". It only gives me "Account ID" and "Account Name" in the field values. Please advise.
After looking at the General Cont./Construction List, it appears as if there is not a Act-On Behavioral Score column present within the list so when setting up the list maintenance automated program it is not able to link to it. I would suggest adding the column and if you're still having the issue then we can move forward with further testing.
Ticket Example 3 - Contacts not populating in Automated Program
Ashley C. Jul 11 15:23
Contacts are not populating correctly in a new automated program. The source list has 87 contacts. The original automation created was pulling in 90,000+ contacts, and a clone of that automation is pulling in 0. (See attached screenshots)
Can you please assist with figuring out why this is, and pulling in the correct number of contacts for this automated program?
Thank you for contacting Act-On Tech Support.
This appears to be due to the program being set to run daily--while when starting the program is does say to add contacts in now it doesn't do so until the start time of the next cycle.
When I manually added the contacts in it did run as expected and put them into the first wait step. You can look at the copy I created (copy of copy of copy) and the copy that you created to see that they are now in the first step and paused. Let me know if you have any further questions--I'd be happy to help!
Ticket Example 4 - "Deleted" column in Automated Program
Rachel K. Aug 16 10:31
What does the "deleted" column in the automated program steps mean? Who deleted what? Also, when people are suppressed from entering a program & the Reason says "deleted", what does that mean? Who deleted what?
Thank you for contacting Act-On Support, my name is CJ!
That column refers to individuals who are no longer on the source list of the automated program. If they were deleted, or if it is a segment and the contact no longer meets the conditions to enter the program, they get deleted.
Let me know if you have any additional questions or if there is anything that I can clarify!
Day 4 - Forms, Landing Pages, Inbound, Social
Ticket Example 1 - Blank form submissions
Gopi B. Apr 03 18:56
Yesterday we figured out the there were blank submissions for our form. when the fields were marked mandatory while creating the form.
We just wanted to know the actual reason either it was a technical issue or someone trying to hack our demo form If someone trying to create or use the form can we have the error report or the activity report for the same.
Form Name "Request Demo Form New" its in default folder under content.
We also want to know the activity of the form backend updates also.
Thank you for writing us! Happy to help.
It looks like these blank submissions could have been submitted by bots. These bots are created to submit to any form they come across on the internet for various reasons.
The best way to combat this would be to add a Captcha field which I see your forms are currently not utilizing. These bots are able to get around required fields as they aren't actually filling out the form and hitting the submit button like a normal user, but instead scrubbing the code and submitting that way.
However having a Captcha field within the form should counter this and reduce if not eliminate the blank submissions!
Our guide here can help with adding a Captcha field to your form:
If you’d like to view the activity on this particular form, you can login to your Act-On account and go to Content > Forms find the form there then click the three dots to see more options, there’s a “View Form Report” option that will break down the submissions and most recent activity.
If you’re still seeing issues after adding the Captcha or you have any other questions feel free to write us back, we can certainly keep helping out!
Ticket Example 2 - Form Submission Alerts
Thank you for taking the time to talk with me on the phone today.
On our call we discussed an issue with not receiving form submission alerts. Per our troubleshooting we determined people were clicking the link in the email to then go to the landing page, which had another button that took them to the form (which then redirected them to an asset).
The problem was that the redirect on the form did not allow or count as a submission therefore not sending the alert. Per our discussion you are going use another method to get this configured.
I hope we took care of all the issues you may have had.
Working with my colleagues we had reviewed the code you were using and we were able to get the form submissions to work.
Here is what the form and code should look like in Word Press.
<form name="aoform"> <input type="text" name="firstname"> <input type="text" name="lastname"> <input type="email" name="email"> <input type="submit" value="Submit"> </form>
Ticket Example 4 - Website Prospector tracking
Thank you for contacting Technical Support here at Act-On Software regarding a Website Prospector tracking issue. During our call you explained that you were seeing an issue where your website tracking was not showing your recent visits. I was able to inform you during our call that if anyone, including yourself, was using the HTTPS link, Act-On would not be able to track these visitors. The browsing history had pulled up your last visit to this page and was using the secured URL instead of your insecure URL. Upon changing this to HTTP, we were able to successfully see your visits.
I hope I was able to quickly assist you with this matter. I will go ahead and mark this ticket as solved but if you have any additional questions or concerns regarding this matter, please feel free to reach out to our support line at 844-336-3191 or reply to this message and the ticket will reopen.
Ticket Example 5 - LinkedIn integration
I would like to thank you for your time and patience while I looked into this further for you. I have done some research and found that currently our integration with LinkedIn is limited and we are not able to just post a standalone image with a description and no comment. I was told that we are in the process of updating our Social Publish feature and there is talk about a new LinkedIn post console being developed. Unfortunately I do not have a time frame on either of these advancements.
I would suggest submitting a feature request to the link below let our developers know that you would like the option to post just an image and description with no comment. Here is a link to our Feature Request Page where you can request this feature. Our Product Management and Engineering teams visit this page daily to review any feature enhancement requests from our Users. You can also track the status of each request and allow other Users to vote on your suggestion.
Ticket Example 6 - Not receiving Daily Digest emails
I have teer1.com and peppergroup.com both on our website prospector. We've been receiving daily digests for both each day, but haven't gotten a teer1.com digest for two days now. Can you check to see why not?
Thank you for contacting Act-On web support and thank you for your patience concerning this. We are happy to help you with this!
I would suggest resetting the digest email, to see if that corrects the issue.
To reset the daily prospector emails, please do the following:
Navigate to Inbound > Website Prospector > more... > Digest Emails
- I suggest taking a screenshot, to make sure it is all set up the same way at the end
Remove all CC's and Emails, so that no one is set to receive an alert
Click Close and then navigate back to that same page and re-enable everyone.
That should resolve everything for you.
Please let me know if this addresses your concerns and thank you again for contacting Act-On Support.
Day 5 - Email, Deliverability, Reporting
Ticket Example 1 - Sent Message Bounces
Thank you for calling Act-On Support regarding the bounces you were seeing on your sent message, Navigator Monthly Newsletter December 2017.
To recap, you had gotten 141 bounces on this message and wanted to look into why they had happened.
During our call, we found that a large number of these bounces were hard bounces, meaning they had bounced due to a bad mailbox or domain. These records will be suppressed from future message sends, so they should not bounce again in the future.
We also found a number of bounces with reasons of bad-connection or no-answer-from-host, which indicate that there was a connection issue with the recipient server when we attempted message delivery. This is beyond our control and will be related to the receiving server.
Finally, we found a number of bounces with a reason of spam-related. These bounces are provided with a general error which can indicate a number of issues. We looked into the technical setup for this account and found that the Envelope From process had not yet been completed. As this setup can have an impact on email deliverability, you will want to complete this process as outlined in our "Setup technical requirements" guide.
This process involves the creation of two new DNS records under a new subdomain. Once these records are set up, please let me know and I can move forward with the setup on our side.
Ticket Example 2 - Email clients rendering messages
I've gone through and created an email and sent a test email to my outlook inbox as well as gmail. I'm getting a few differences in the formatting. Also, the mobile view is not populating on my phone. I've attached screen shots so you can see. When creating the email and reviewing it before sending it looks like the Gmail screen shot which is how I want it to look on all platforms. Please let me know if I should be making some type of edit or selections when creating the email.
Thanks for reaching out to Act-On Technical Support.
This is a great example of how different email clients render messages different.
From Outlook 2007 and on, Microsoft stopped using Internet Explorer to render emails and instead opted to use Microsoft Word. This results in things like the bulletproof button getting pushed to the left instead of center because of the way Outlook renders tables.
This one change in particular should be a quick fix, and I'll include some steps for us and video below of how to do it.
That being said, if we start making changes to make the email look good in one ESP, then we'll be battling a "flaw" in another.
To remedy the bulletproof button issue, we're going to add an extra table.
Open a rich text block, add a 1x1 table, and center it. Next create a bulletproof button inside the centered table. Save and close.
Ticket Example 3 - Email messages marked as spam
Last Tuesday I sent an email campaign (see A/B tests: 20171010 Gemeente nieuwsbrief met opmaak), and one of the recipients emailed me back notifying me that the email was marked as possible spam on her end.
Apparently, our email arrived in her email box with '** Possible spam **' added in the subject line. Her email address is firstname.lastname@example.org
I checked the spam score of the mail and according to this test, everything should be fine.
Do you have any idea why my email ended up being marked as spam and how I can prevent it the next time?
Thank you for contacting Act-On Customer Support!
This could be due to your exclamation point usage in your subject lines. This may have been why the mail server marked you as spam.
This would be something that this recipients mail server did specifically. After we successfully deliver the email to the recipients mail server, the mail server then checks it for possible spam and spoofing by using their current spam settings, filters and spoofing rules in their specific server. We do not have any insight into this process, after the successful delivery, it is out of our control what their mail server decides to do with it.
This could have been due to their spam filters and settings being a little harsh or harder on some emails.
The only thing you could really do is have this companies mail server Whitelist our Sending IP's and domains, so that it knows they are safe and will not mark them as spam.
Other than that, maybe test with this contact by sending a similar email with out the exclamation point in the subject line.
You can send their mail server IT team this article and ask them to Whitelist.