Raising support requests

A really sensible place for this url to be btw, would be on the Support Requests section of the Office 365 Admin/Home screens. 

HI Anne Michels,

I agree that in many cases having a single person deal with multiple issues can be a good thing. 

I can imagine that having two issues where I don't realise that two issues are related. It would be good to have a single person taking ownership. Even if this person can't solve both problems for me as long as this person has access to the right people.

However,.... Isn't it likely that there are many cases where issues are obviously not related. For these cases it would be useful to be able to log multiple incidents.

I would expect that the best tactic now is to Open an issue called "All issues related to my company" and then keep adding issues. This will be helping neither the customer nor Microsoft.

For a short time?? It is still not possible to log multiple tickets.

I'm sorry but this is by far the biggest fiasco I have ever seen in IT Service Management -- ever.

No matter how much Microsoft might try to spin this new support portal into a positive light -- the ability to look at past incidents and open more than one at the same time should have been there FROM THE START.

Is like Microsoft looks for ways to upset and antagnise its customerbase on a daily basis.

Hi Pablo, 

Our agents have breadth of knowledge in all services so you can work on issues for different services with the same support engineer.  If the issue is more complex, additional experts will be included to help solve your issue.  If you're having a different experience, please let us know.

Thanks,

Anne

How we are suppossed to work on a different issue for a different service? With the same engineer???

What are te country that you are calling ?

At that page you have a section "If your Office 365 support phone number isn't listed above, use the dropdown menu below to choose your country or region." to chose your local number.

That could help you.

Whilst I totally agree that the current solution doesn't work as it should you can call the support number which is not an international number as per 

https://support.office.com/en-gb/article/Contact-Office-365-for-business-support-Admin-Help-32a17ca7-6fa0-4870-8a8d-e25ba4ccfd4b?ui=en-US&rs=en-GB&ad=GB#bkmk_call_support 

Hopefully we can get the support system back to at least having history and raising multiple support calls.

I have managed to have some success with the current solution but for some reason I give a number to contact me on and they claim that it goes through to answer phone or doesn't connect when I have had no calls and have no issue with the phone number I give.

It doesn't fix the issue. The service call functionality on the website is broken. It is not possible to raise additional calls. It is not possible to get a call from the engineer if you miss the very first call. I have now resolved the issue I needed support with, but please fix the functionality that is supposed to exist.

Yes, but I don't want to place an international call because your advertised service is not working

Susie, please let us know if the information from Nuno has been helpful and if you have been able to get in touch with support.

Thanks,

Anne

Hi Susie,

Have you tried to call to support ?

Here you have the contact - https://support.office.com/en-us/article/Contact-Office-365-for-business-support-Admin-Help-32a17ca7-6fa0-4870-8a8d-e25ba4ccfd4b?ui=en-US&rs=en-US&ad=US#bkmk_call_support 

Anne, this does not work! 

I raised a support request last Friday and missed the initial call. Now I just get emails every couple of days from an MS representative asking if I'm available, to which I reply yes, and then get no further contact. I cannot raise a new ticket. This is unuseable.

Here is Peter's https://office365.uservoice.com/forums/273493-office-365-admin/suggestions/19309585-support-requests-where-did-they-go link.

I am finding that the new support system does not allow me to post sufficient information to help the engineers on the receiving end. I then have to ask them to email me the ticket so that I can attach the screen shots and troubleshooting steps that I have been through. Making the process a little more inefficient.

Hi all,

We're currently updating the Office 365 support experience to provide faster and more efficient help and resolution of issues. We started rolling this out in April and plan to complete the roll out in the next few months.

For a short time, some customers will not be able to open multiple support tickets or see their support ticket history. We're working on bringing this functionality back shortly.  If you have a support ticket open with us and encounter another issue, please use the "Need help" button to connect back with a support engineer. The engineer will typically contact you within 10 minutes.

We will post a message regarding this to the Message Center shortly and apologize for not sending a proactive communication about this.

Thanks,

Anne

Hi all, 

apologies for the delayed response as I am travelling for business. I'm looking into this and will share more information with you shortly.

Thanks,

Anne

I had the same thing happen a few weeks ago, and it eventually reverted back to its' previous model. I can now create more than one service request at a time. It seems like Office 365 may be doing some A/B testing with admin interface features. Regardless, I believe if you need to get around this you can still just call the support phone number and generate a new service request that way.