Forum Discussion
How can I escalate issues in Office 365?
MicrosoftHi Gerry,
Looking at the case, the support team sent you e-mail on 19th October and followed up again on 23rd October to check if you still needed help.
The subject line of the e-mail is the same as in the inbound e-mail you sent to the support team on 19th October.
I'll add a note so that the support team knows you haven't seen their messages.
-thanks, Russell.
Hi RussellRead
Is there any way to get access to the case logs? I used to work quite a lot with Premier Support before and we could always login via the web portal and check whats going on with our cases but this time I'm working for a client that doesn't have Premier Support so we opened a case via the O365 portal ind it is basically impossible to get information about what's going on with the case. I've called the support 6 times during the last three days and asked to be contacted by the technicians to get some feedback, every time I called they promised me that I will be contacted but nothing happens. I would really be helpful if there was a way for us to see online what is going on with the case. (12832430)
Br.
Maciej
Hi Russel
Thanks for getting back to me. The case was finally solved so there is no need for any further assistance.
Br.
Maciej- RussellRead
Thanks for flagging this Tim Schoeller. Sorry to hear we haven't answered your question yet.
I've sent this over to the team who owns your ticket and I've asked them to find out what the delay is.
Let me know if things don't improve.
-thanks, Russell.
I am having a lot of grief with ticket Ticket #13109288 14 days and no activity. I have requested updates and requested a supervisor and receive no help. Promised call backs do not occur. Anything you can do would be greatly appreciated. Most of my tickets go smoothly but this support experience has been the exception.
- RussellRead
Apologies I missed your note about your support experience. If you want to PM me with details on what happened, I can feed this back to the support team who handled your case. If the case is still open, let me know and I can get somebody to take a look at this for you.
-thanks, Russell.
- RussellRead
Hi Maciej Karpinski,
You are right that it's currently not possible to view the case history via the Office 365 admin center. I don't have a solution for you right now that would allow you to access this information unfortunately. The only way to know what's happening is to discuss with the Microsoft support ambassador who owns the support case.
The Microsoft team responsible for developing our modern support infrastructure is aware of this gap and does have an item in the backlog to address this. However there isn't currently a timeline for when this might be implemented.
-thanks, Russell.
This is so far my worst support experience ever :-(
I've been calling the O365 support during the whole weekend and every time they tell me that I will be contacted by a technician but nothing happens, our whole SharePoint environment is completely down from time to time and I have no feedback what so ever to the users :-(If there is anyone here reading this that has any connections within Microsoft support and would be able to help me out it would be really appreciated.
- I can only see that the case is ongoing, that a technician is assigned and the information we filled in when the case was opened that's all.
- Agree Thats its limited! You can see some information from the portal but not always updated either..
