Forum Discussion

Copper Contributor

Nov 09, 2017

How can I escalate issues in Office 365?

I have had a support case running with 365 for a couple of weeks. They close the ticket over the New Zealand weekend because of time differences, I reopen it and then have to provide the same informa...

office 365

sharepoint

RussellRead

Microsoft

Apr 23, 2018

Hi Leslie van der Hoek,

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.

Jeff West

Copper Contributor

May 09, 2018

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!