Forum Discussion
Support without phone contact / Phone Case closed 24h after initial call without problem solved
MicrosoftHi 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!
Great!
Thank you very much!
- RussellRead
Hi PhilippeS,
The e-mail support option is coming back - it's actually already started rolling out. Unfortunately, I don't know when the feature will be available for your subscription, but it is on its way.
-thanks, Russell.
- Thank you very much!
- 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.