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

Your thoughts on the new "need help" functionality

I am keen to know what others here think of the new 'need help' support experience that Microsoft introduced a few months back.   We keep receiving duplicate emails (main email of MSFT account + o...
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Pedro Innecco's avatar
Pedro Innecco
Brass Contributor
Jul 20, 2017

I've worked as support engineer myself, and I've since then gained extensive experience in ITIL and ISO 20000. And based on that experience, in contrast with what I have experienced with the new portal and what I have read here from both ends -- I can say that I am pretty much sure that Microsoft is being disingenuous.

 

I don't see eye to eye with on the argument that they have their reasons. Again: This is not an issue with Azure -- which is way more complex than Office 365. I find Microsoft's arguments in favour of this new portal to be intelectually dishonest pure and simple.

Pedro Innecco's avatar
Pedro Innecco
Brass Contributor
Jul 21, 2017

UPDATE:

 

It seems that JUST today Microsoft added the following features in the portal, at least for me:

  • The ability to update an incident with notes via the portal (not only via email).
  • The ability to close an incident via the portal.

I am sure that this is just a fantastic concidence. But what a lovely coincidence it is. Now, let's do the right thing and let us open more than once incident at once, shall we?