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
Pedro Innecco's avatar
Pedro Innecco
Brass Contributor
Jul 25, 2017

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's avatar
    Anne Michels
    Former Employee
    Jul 25, 2017

    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

     

    • Susie Wallace's avatar
      Susie Wallace
      Brass Contributor
      Jul 25, 2017

      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

      • Peter Longley's avatar
        Peter Longley
        Iron Contributor
        Jul 25, 2017

        The other issue I think based on my current experience is that if you have an issue which is not reported by other users it is percieved to be a one off and therefore they are eager to close the ticket.

         

        For example currently I have an issue which I reported on Friday whereby I am unable to run the Skype PSTN usage report (it errors), this is intermittent and proved not to be an issue with our local environment.  When on a call with the support team we spent a long time testing browsers, inprivate mode etc and then out of nowhere it started working.  I explained that it is good that it is working but will it remain working etc.

         

        Low and behold they closed the ticket and then again on Monday it didn't work again so I had to raise a new ticket.  Again testing the browsers etc.  Wasting a lot of time.

         

        From my opinion the first line are too eager to close the tickets rather than escalate if it is not a known issue and reported on service health.

         

        Very frustratingly I have been told that if it is still the same the support tech will archive the ticket and pass it on to to another team meaning I have no updates or way of contacting other than opening a new ticket again...

         

        Not productive at all and very frustrating.

    • Pedro Innecco's avatar
      Pedro Innecco
      Brass Contributor
      Jul 25, 2017

      Hi Anne Michels,

       

      Basically I would like a support experience pretty much similar to what we got in Azure -- which is in fact what we used to get in O365 before. Improving the UX should never EVER be done in detriment to features.

       

      Whe should:

      • Be able to open new incidents regardless if there is another an ongoing one.
      • Be able to see the list of past incidents and look into their notes.

      In addition:

      • We should be able to raise or lower the sevirity of incidents.
      • Our SLA should not be breached because the concierge is out of the office. I would expect another engineer to follow up in such cases.

      A complete review of my experience with the current support experience can be found here.

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