Forum Discussion

Peter Longley's avatar
Peter Longley
Iron Contributor
Apr 19, 2017

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 h...
microsoft 365 admin center
Anne Michels's avatar
Anne Michels
Former Employee
Apr 28, 2017

Hi all, 

apologies for the delayed response as I am travelling for business. I'm looking into this and will share more information with you shortly.

Thanks,

Anne

Anne Michels's avatar
Anne Michels
Former Employee
May 03, 2017

Hi all,

We're currently updating the Office 365 support experience to provide faster and more efficient help and resolution of issues. We started rolling this out in April and plan to complete the roll out in the next few months.

 

For a short time, some customers will not be able to open multiple support tickets or see their support ticket history. We're working on bringing this functionality back shortly.  If you have a support ticket open with us and encounter another issue, please use the "Need help" button to connect back with a support engineer. The engineer will typically contact you within 10 minutes.

We will post a message regarding this to the Message Center shortly and apologize for not sending a proactive communication about this.

Thanks,

Anne

  • Pieter Veenstra's avatar
    Pieter Veenstra
    MVP
    Jul 18, 2017

    HI Anne Michels,

     

    I agree that in many cases having a single person deal with multiple issues can be a good thing. 

     

    I can imagine that having two issues where I don't realise that two issues are related. It would be good to have a single person taking ownership. Even if this person can't solve both problems for me as long as this person has access to the right people.

     

    However,.... Isn't it likely that there are many cases where issues are obviously not related. For these cases it would be useful to be able to log multiple incidents.

     

    I would expect that the best tactic now is to Open an issue called "All issues related to my company" and then keep adding issues. This will be helping neither the customer nor Microsoft.

  • Susie Wallace's avatar
    Susie Wallace
    Brass Contributor
    Jul 18, 2017

    For a short time?? It is still not possible to log multiple tickets.

  • Pedro Innecco's avatar
    Pedro Innecco
    Brass Contributor
    Jul 17, 2017

    I'm sorry but this is by far the biggest fiasco I have ever seen in IT Service Management -- ever.

     

    No matter how much Microsoft might try to spin this new support portal into a positive light -- the ability to look at past incidents and open more than one at the same time should have been there FROM THE START.

     

    Is like Microsoft looks for ways to upset and antagnise its customerbase on a daily basis.

  • Peter Longley's avatar
    Peter Longley
    Iron Contributor
    Jul 06, 2017
    I tried that some weeks ago and was told I would have to raise another support ticket.
  • Anne Michels's avatar
    Anne Michels
    Former Employee
    Jun 28, 2017

    Hi Pablo, 

    Our agents have breadth of knowledge in all services so you can work on issues for different services with the same support engineer.  If the issue is more complex, additional experts will be included to help solve your issue.  If you're having a different experience, please let us know.

    Thanks,

    Anne

  • Pablo Destefanis's avatar
    Pablo Destefanis
    Iron Contributor
    Jun 26, 2017

    How we are suppossed to work on a different issue for a different service? With the same engineer???

  • Susie Wallace's avatar
    Susie Wallace
    Brass Contributor
    Jun 06, 2017

    Anne, this does not work!