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 h...
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 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.