Forum Discussion
Your thoughts on the new "need help" functionality
Hey, don't get me wrong, I've given them a lot of feedback on this and I constantly bug them whenever I see complaint like yours on the different communities. MVPs are not MS employees, we are allowed to talk bad things :) Which also means that we are in no better position to change things that you are.
Having worked as support engineer, I've seen both sides of the coin and I can understand why Microsoft is trying to make some of these changes. I dont necessarily agree with all of them, but again there's not much we can do apart from providing our feedback (and making sure feedback like yours is also heard). Keep in mind that majority of support agents are from different vendors, which usually have different priorities than Microsoft (cost as you mentioned). But that's just the reality of the world we live in...
I've worked as support engineer myself, and I've since then gained extensive experience in ITIL and ISO 20000. And based on that experience, in contrast with what I have experienced with the new portal and what I have read here from both ends -- I can say that I am pretty much sure that Microsoft is being disingenuous.
I don't see eye to eye with on the argument that they have their reasons. Again: This is not an issue with Azure -- which is way more complex than Office 365. I find Microsoft's arguments in favour of this new portal to be intelectually dishonest pure and simple.
UPDATE:
It seems that JUST today Microsoft added the following features in the portal, at least for me:
- The ability to update an incident with notes via the portal (not only via email).
- The ability to close an incident via the portal.
I am sure that this is just a fantastic concidence. But what a lovely coincidence it is. Now, let's do the right thing and let us open more than once incident at once, shall we?