Forum Discussion
Raising support requests
Not sure what is going on but with the admin centre now if you raise a service request I can only request that someone calls me. Then aside from that I cannot raise a second request until that one has been closed.
Also the View Service requests just takes you back to the same screen and does not show any old requests or anything.
Very poor if they are now limiting a Global Admin to just 1 request at a time.
I had a chat with the team running support for Office 365 about this situation. I think they understand the problems and the frustrations of tenant admins as Microsoft does what it needs to do to make support better... The chat that I had led to this article, posted today:
I still think the biggest issue here is how Microsoft (failed) to communicate this.
I think the biggest issue here is trying to fix something that wasn't broken and antagonising customers in the process.
24 hours after I made another post on this issue, I noticed that Microsoft added the ability to:
- Close/cancel an ongoing incident through the portal; and
- Add notes for an ongoing incident through the portal.
We are still miles ahead -- but unless we voice our dissatisfaction in a 'bolder' way, I don't see MSFT budging.
- Anne Michels
Microsoft
Thanks for the feedback, Pedro. We're aware of the fact that there are still a few customers that might not be able to open multiple tickets and we're actively working on bringing this functionality back to them.
Can you please share with us what functionality you are missing or how we could further improve the support experience in your eyes? Really appreciate your feedback.
Thanks,
Anne
Hi Anne,
We also need the ability to log a proper support call. So much time is wasted talking to front line support regarding an issue that I can describe and screenshot in the text of the support request.
Also the last call I raised I typo'd my contact number, and then the call still had the wrong phone number 3 days later after talking to various support staff. I'd appreciate being able to log my contact details and hours of work somewhere so I didn't have this issue, or get calls at the weekend when I'm not working,
Thanks,
Susie
I asked our TAM @ Microsoft in the past and I got this answer. "Its a big difference between Professional Support and Premier Support. If you want to be business ready you need a Premier Support contract".
At the moment we have a premier support contract and we can open more than 1 case over a special premier support website.If you want to open a case over the Office 365 Admincenter you create a professional case.
Its not a solution but I hope this information helps to understand.
BR Steven
Not every organization can afford Premier support though, and fraknly, you shouldnt be forced to buy it. Anyway, the issue here seems to be something related to "business" tenants, which have this limitation. Even though they've purchased E5 licenses...
- Plus we always had the ability previously to raise multiple tickets at a time, it only seems to have changed since the update of the admin center and how you can start a new ticket.
- I have just had it confirmed whilst on a call to support that this is the case, it is now limited to 1 service request at a time per admin!
That's... retarted. Really, I've had cases that stayed open for months. And what's stopping me to just create another GA and open a new request with it.
Just curious, what kind of subscription do you have?
