Hi I have tried to have a support request without phone. It doesn't seem to be possible which is rather disturbing. So I chose to try via phone. I was able to talk quickly but the agent didn't understand the issue. Later (over the weekend I had some missed calls, no email) the case was just closed without resolving the issue. How can I create a ticket without calling? Thank you

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.

Hi Philippe Schnyder, 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.

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.

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.

Hi tony-derricott, The changes we're making in the Admin Center will benefit all customers - including Premier customers like you. Ultimately though, your Premier benefits entitle you to more than the inclusive support that comes at no cost to Office 365 customers. If you wanted to talk to somebody to better understand your premier benefits, let me know and we'll track down the right person to speak with you. If you have a Premier contract with a Technical Account Manager, they'd be the ideal starting point. -thanks, Russell.

Support without phone contact / Phone Case closed 24h after initial call without problem solved

tony-derricott
Gold Contributor
Mar 16, 2018
Does anyone have experience with Premier Support?

We've been using it for years. But, with all of the new announcements about basic support options beefing up in the admin portal - today we have to create tickets separately at premier.microsoft.com - we're considering not paying the extra premium fee.
- RussellRead
  Microsoft
  Mar 27, 2018
  Hi tony-derricott,
  
  Not sure if anybody responded to you with their experiences, but I'd be happy to talk with you further about premier support. From your comments below, I'm not totally sure what premier offering you have, what features of it you take advantage of, or what you are looking for in support.
  
  If you could share some additional details - just PM me - we could chat further and get you connected to somebody who can talk in more detail about the premier benefits you are paying for.
  
  -thanks, Russell.
  - tony-derricott
    Gold Contributor
    Mar 28, 2018
    RussellRead, we don't have any specific complaints about Premier Support. Thanks for asking. We're just curious about how this new initiative to beef up the support options through the Admin Portal might affect us.
Cian Allner
Silver Contributor
Feb 15, 2018
From the Admin center, you can click the 'Need Help?' button

Then just fill out the details and use the email us option:
- Philippe Schnyder
  Copper Contributor
  Feb 15, 2018
  OK so it should be possible - because I don't get that option (and switched for testing to IE which hasn't any Adblocker or similar plugins):
  - Cian Allner
    Silver Contributor
    Feb 15, 2018
    Thanks for the screenshot, yes this should be possible, it's working for me and it is a listed feature of Office 365 support.
    
    Not sure why it's not appearing for you. Adding RussellRead in case he can help or someone else can chip in!

Forum Discussion

Support without phone contact / Phone Case closed 24h after initial call without problem solved

Share

Resources