Forum Discussion
Support without phone contact / Phone Case closed 24h after initial call without problem solved
Microsoft
We have several slightly different support experiences rolled-out today. The e-mail functionality isn't currently available to everybody.
That said, the flow for creating the ticket remains largely the same regardless of the experience you see. If you prefer that the support team doesn't call you, add a note saying this when you open a support ticket.
It's possible that the support team might still call if they believe it will be quickly/easier to address your issue; however, you can always request that they e-mail instead.
Try the above and let me know how you get on.
-thanks, Russell.
Thank you
So first for me it's often very difficult to answer phones due to my work. So I really would appreciate the email option. Why wouldn't you provide that?
As you suggested I've asked for communication in writing:
"Hi - The attached message was tagged as phishing scam, which is not the case! The link mentioned in the mail: http://aka.ms/SafetyTipsFeedback doesn't seems to apply to Office365 but only Outlook.com - I'm currently not easy to reach on phone but I can't find a way to report this except with a call back. - Please explain why this message is considered Phishing and how this can be avoided for future mails. Thank you"
... and got immediately the call: The supporter wanted to do a remote control session. Which is absolutely useless, as I provided the mail with header as msg File - and the part about the link not really matching Office 365 doesn't any input at all...
(Ticket #7354130)
- RussellRead
Hi PhilippeS
Thanks for the additional detail. I'm checking with a couple of colleagues and will let you know what I find.
-thanks, Russell.
Thank you again Russel.
For reasons beyond my understanding the communication was sent to the "password reset" mail address.
I never use that address...Sadly I also don't see the ticket details in the Admin Panel (probably because it's a phone incident).
Otherwise I would have seen the ticket details.
So I really hope you'll bring back email support for everyone!
- RussellRead
Hi Philippe,
Happy we got there in the end!
Regarding the e-mail from our support team being sent to your alternative e-mail address, I did notice this when I did the follow-up with the team. This happened due to the way one of our internal tools presents the support team with your contact information. We've got a request in the backlog to change the tool behaviour and the team has been briefed on validating that outbound e-mails are sent to the primary contact address.
The team who handled your ticket has also been re-briefed on how to handle support tickets from customers who ask to be contacted via e-mail.
Finally, I'm waiting to hear back from a colleague in our engineering team to understand what the future of the e-mail support option is. My understanding was that it will be coming back, but I'm not closely involved in the project and I don't want to incorrectly set expectations if that turns out not to be the case. I'll let you know when I hear back.
-thanks, Russell.
Very much appreciated RussellRead