Forum Discussion
How can I escalate issues in Office 365?
MicrosoftHi Angel Gonzalez,
Thanks for flagging this. I've taken a look at the tickets and I can't tell you exactly what happened by reading the notes alone, so I've engaged the managers of this team to investigate and asked for somebody to review the technical aspect to see if this is an issue that needs to be escalated for further investigation. Regardless, somebody should get back to you with an update.
For the first, it looks like we didn't receive any replies from you into the system, so I suspect this is what triggered the first to be closed. My guess would be that the second was accidentally closed as it was a duplicate of the first... which is normally appropriate - however if the first ticket was also closed, that's an error on our part! The third was closed after the support ambassador provided the "resolution". From reading the notes in the ticket alone and not being up-to-speed with the ins and outs of spam filtering, I'm not the best judge - but in my opinion, I'd say that we didn't provide you with an appropriate/full answer.
Regarding our support teams closing tickets, it's not in their interest to prematurely close a ticket. When a ticket is closed, you should be prompted to fill out a short survey and give a star-rating for the support experience you received. We use these ratings to monitor how our teams are doing and to validate that customers are happy with the experience they received. I don't think I see any feedback in the system yet from you on these three tickets - but I'd encourage everybody to complete these very short surveys because they help to us to improve the service our teams deliver.
Keep me posted with how it progresses. I hope we can get you a full answer shortly.
-thanks, Russell.
Can you help with
Ticket #8012075?Shows closed in my admin dashboard, they tech keeps calling me back repeating everything. I have asked several times to escalate and never hear anything. Keeps insisting that the product team has been consulted on this sharing problem. Very frustrating.Bottom line is that there should not be preview, share, or copy link menu items for links to site pages if indeed they are not "designed" that way and only for external links. In fact, if the system is not designed to share links to other pages from other lists in SP, then the user should not be presented with that option! This is trivial, but confuses our users and they just continue to avoid SharePoint which sucks for me as the guy that has been forced to promote it and it sucks for Microsoft because everyone thinks SharePoint is riddled with half baked functionality. I cringe at the thought of having to open a support ticket!Hi Russel,
Appreciate your quick reply. Its just we cant sell this to our customers. Their main email address has been blocked for nearly two weeks now. Just had a remote session and it was because of the time and language difference mainly they were saying. We had to get rid of services before where the support just wasnt cutting it. If we had any onpremise solution we had solved this within minutes.
- RussellRead
Thanks for sharing your feedback; I've sent this over to the managers of the team who are working your active support ticket.
I'm not an EOP expert, so I'm not in the best position to pass judgement on the quality of this support interaction, but I can tell you that the support teams don't intentionally try to avoid working on support tickets by asking for logs/screenshots etc. They are asking for this because they are trying to understand what's causing the problem, and having this additional information often helps them to pinpoint the issue and deliver a solution.
In your support ticket, I can see that the ambassador has been actively discussing the issue with one of our technical leads and again during a review of open tickets. The request for additional information came from those reviews.
I appreciate that it's frustrating when a problem can't be solved immediately, but it's definitely in the interest of the ambassador and Microsoft to resolve problems so that customers like you can keep using the service and so that we can move on and assist other customers.
Let me know if things improve.
-thanks, Russell.
Hi Russel,
We have an issue for two weeks now where an emailadress is blocked, but this customer his EOP is broken so we dont have an action center to release it. Support keeps asking for different logs, screenshot, browser logs, screen captures etc just so they dont have to work the case. Poweshell doesnt have the cmdlet available. All our other customers have no issue. We also created a phonenumber especially for Microsoft support so they dont have an excuse for not understanding our phone menu. [Ticket #:7850194]
