Forum Discussion
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...
RussellRead
Microsoft
MicrosoftHi ankitmathur,
Thanks for sharing this feedback. Sorry to hear that this ticket has been open for so long. I read through the ticket and I can see that you've been in contact regularly with our support team and that they are actively trying to assist you.
I've asked them to review the current troubleshooting plan to confirm that we're on the right path.
If you need additional assistance to work through any of the troubleshooting steps that have been provided, let the support ambassador know.
-thanks, Russell.
Hey Russell,
I'm having a really tough time with Ticket #:14044081.
We were splitting one tenant into two, and now it seems there's an internal MS DNS entry missing or incorrect. Mail is being delivered to the mailboxes in the old tenant.
Apparently this was "escalated" about a week ago, but we are not "allowed" to communicate with the escalation engineering team. Michael, the support agent working the case, is doing a less than stellar job of communicating with us, and our clients are now without proper mail functionality for over a week.
Can you help?
Thanks!
-- Brian
I'm having a really tough time with Ticket #:14044081.
We were splitting one tenant into two, and now it seems there's an internal MS DNS entry missing or incorrect. Mail is being delivered to the mailboxes in the old tenant.
Apparently this was "escalated" about a week ago, but we are not "allowed" to communicate with the escalation engineering team. Michael, the support agent working the case, is doing a less than stellar job of communicating with us, and our clients are now without proper mail functionality for over a week.
Can you help?
Thanks!
-- Brian
- RussellRead
Hi Brian,
Thanks for sharing your experience and sorry that it's taking a while to get this one fixed.
I reviewed your ticket and can confirm that the ticket was escalated.
When we say "escalated", it can mean a few things. Sometimes it means that the person who owns your ticket is out of knowledge or needs help from another subject matter expert within the support org. This will generally be somebody from the same team, but could also be somebody from another team at Microsoft. In either case, the person who owns your ticket will generally continue to own the communication with you.
In your case, the escalation is to our engineering team. These are the folks who write the code and ensure the Office 365 service is running as it should. Whenever things aren't working correctly, if our support teams determine that there are no changes that you, or they, can make that would resolve the issue, they will engage our engineering team to investigate.
On the upside, your ticket is with the right team. The downside is that your issue is unusual and might require further information to be collected to allow the engineering team to continue investigating.
All communications will continue to flow via the support ambassador.
I've sent your feedback over to the team who owns your ticket.
-thanks, Russell.
Hey Russell -- thanks for the quick reply on this and for you passing along the info to the team that owns this ticket. As you said, there's both good and bad here. It's the amount of time between communications that concerns me, often going 24 hours or more before we get replies. Is it not possible to have a working session with a member of the engineering team to get this resolved more quickly? We're talking about e-mail for an organization...they literally cannot survive without it working properly.
I am a software engineering manager at a top-200 Fortune 500 company, so I understand this process well. One 15-30 minute working session would ensure that the engineering team has everything they need to resolve this quickly, rather than back and forth for days at a time. As it stands, we're at over two weeks. Considering the importance of e-mail in the workplace, I'd hope for a higher priority when it's not working properly.Thanks!
- RussellRead
Hi Brian,
Yes, it's always possible to have a working session to troubleshoot with our support folks. I understand that we called you yesterday to discuss and provide some additional steps for you to work through. I hope this helps to get you back up-and-running.
If you need further support or guidance, just let the support ambassador know that you'd prefer to discuss via the phone, and they will call you.
-thanks, Russell.