Forum Discussion
Raising support requests
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.
Pedro Innecco, similar to Tony, I've had a detailed session with MS folks on the changes in support experience. Having also worked as frontline engineer, I can say I completely understand their reasoning, and I'm sure most customer would agree to that. If they bothered to explain it prior to launching the changes, that is.
Now, the execution itself is another story, and you can trust me when i say the MVPs are even more unforgiving with their feedback on this. I can go on for hours on the issues with support (as I see them), both old and new experience, but I can also appreciate the fact that MS is trying to change things. Well, at least their intention was good.
