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
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.

    • Anne Michels's avatar
      Anne Michels
      Former Employee
      Jul 26, 2017

      Thanks a lot for your feedback, everybody. This is very insightful and I've shared it with our engineering team who is currently working on how to further improve the support experience in Office 365. Good news: a lot of the features mentioned by you are already on our roadmap. We're working on a broader blog post about the support experience to share with you what is coming. In addition, we'll of course also take a look at your suggestions that we don't have on the roadmap yet.

      • Pedro Innecco's avatar
        Pedro Innecco
        Brass Contributor
        Jul 26, 2017

        Anne Michels

         

        I think the unanimous message here is: a decent support experience has been replaced by a poor one.

         

        Most of these features that "are in the roadmap" existed in the previous support experience, and the fact that Microsoft removed these and claim that they are now "in the roadmap" (plus a roadmap that we have no visibility of) gives us very little confidence that Microsoft has our best interests (i.e. the interests of their paying customers) in mind.

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