Raising support requests

%3CLINGO-SUB%20id%3D%22lingo-sub-63292%22%20slang%3D%22en-US%22%3ERaising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63292%22%20slang%3D%22en-US%22%3E%3CP%3ENot%20sure%20what%20is%20going%20on%20but%20with%20the%20admin%20centre%20now%20if%20you%20raise%20a%20s%3CSPAN%3Eervice%20request%3C%2FSPAN%3EI%20can%20only%20request%20that%20someone%20calls%20me.%20%26nbsp%3BThen%20aside%20from%20that%20I%20cannot%20raise%20a%20second%26nbsp%3Brequest%20until%20that%20one%20has%20been%20closed.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EAlso%20the%20View%20Service%20requests%20just%20takes%20you%20back%20to%20the%20same%20screen%20and%20does%20not%20show%20any%20old%20requests%20or%20anything.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EVery%20poor%20if%20they%20are%20now%20limiting%20a%20Global%20Admin%20to%20just%201%20request%20at%20a%20time.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-63292%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EAdmin%20center%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-105888%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-105888%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F58%22%20target%3D%22_blank%22%3E%40Vasil%20Michev%3C%2FA%3E%3C%2FP%3E%3CP%3ESorry%20but%20I%20don't%20buy%20it%20for%20a%20second%20that%20Microsoft's%20intentions%20were%20good%20--%20and%20the%20issue%20to%20me%20is%20way%20beyond%20a%20simple%20matter%20of%20communication.%20The%20fact%20that%20they%20removed%20something%20that%20was%20working%20fine%20before%20for%20us%20(regardless%20if%20its%20UI%20was%20pretty%20or%20not)%20would%20be%20bad%20enough.%20But%20on%20top%20of%20that%2C%20treating%20customers%20with%20disdain%20by%20telling%20us%20that%20we%20'%3CEM%3Edo%20not%20have%20a%20good%20reason%20to%20revert%20to%20the%20previous%20experience'%3C%2FEM%3E%26nbsp%3Bis%20simply%20unforgivable.%20And%20I%20will%20make%20sure%20as%20the%20CTO%20of%20my%20organisation%20to%20remember%20that.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20have%20a%20strong%20background%20in%20IT%20Service%20Management%20and%20there%20nothing%20I%20can%20think%20of%20that%20justifies%20the%20implementation%20of%20a%20new%20portal%20that%20removes%20fundamental%20service%20management%20features%20such%20as%3A%20a)%20cancel%20an%20existing%20case%3B%20b)%20open%20an%20additional%20case%3B%20and%20c)%20see%20past%20case%20history.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWhoever%20is%20responsible%20for%20this%20new%20portal%20experience%20should%20look%20for%20a%20career%20change.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-100542%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-100542%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F67489%22%20target%3D%22_blank%22%3E%40Pedro%20Innecco%3C%2FA%3E%2C%20similar%20to%20Tony%2C%20I've%20had%20a%20detailed%20session%20with%20MS%20folks%20on%20the%20changes%20in%20support%20experience.%20Having%20also%20worked%20as%20frontline%20engineer%2C%20I%20can%20say%20I%20completely%20understand%20their%20reasoning%2C%20and%20I'm%20sure%20most%20customer%20would%20agree%20to%20that.%20If%20they%20bothered%20to%20explain%20it%20prior%20to%20launching%20the%20changes%2C%20that%20is.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ENow%2C%20the%20execution%20itself%20is%20another%20story%2C%20and%20you%20can%20trust%20me%20when%20i%20say%20the%20MVPs%20are%20even%20more%20unforgiving%20with%20their%20feedback%20on%20this.%20I%20can%20go%20on%20for%20hours%20on%20the%20issues%20with%20support%20(as%20I%20see%20them)%2C%20both%20old%20and%20new%20experience%2C%26nbsp%3Bbut%20I%20can%20also%20appreciate%20the%20fact%20that%20MS%20is%20trying%20to%20change%20things.%20Well%2C%20at%20least%20their%20intention%20was%20good.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-100337%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-100337%22%20slang%3D%22en-US%22%3E%3CP%3EI%20tend%20to%20agree%20with%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F58%22%20target%3D%22_blank%22%3E%40Vasil%20Michev%3C%2FA%3E%26nbsp%3Bwhen%20he%20says%20that%20the%20problem%20was%20communication.%20If%20Microsoft%20had%20told%20people%20that%20they%20were%20going%20to%20change%20the%20support%20process%20and%20why%20(to%20make%20things%20better)%2C%20then%20it%20is%20easier%20to%20accept%20when%20things%20go%20wrong.%20After%20all%2C%20we%20have%20all%20seen%20IT%20projects%20that%20ran%20into%20unexpected%20problems.%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EBut%20they%20didn't%20(and%20acknowledge%20this%20fault)%20and%20tenants%20ran%20into%20the%20new%20support%20experience%20without%20warning.%20Surprising%20people%20is%20never%20good%2C%20especially%20when%20they%20are%20your%20paying%20customers...%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-100327%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-100327%22%20slang%3D%22en-US%22%3E%3CP%3EI%20think%20the%20biggest%20issue%20here%20is%20trying%20to%20fix%20something%20that%20wasn't%20broken%20and%20antagonising%20customers%20in%20the%20process.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-98439%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-98439%22%20slang%3D%22en-US%22%3E%3CP%3EI%20still%20think%20the%20biggest%20issue%20here%20is%20how%20Microsoft%20(failed)%20to%20communicate%20this.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-98320%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-98320%22%20slang%3D%22en-US%22%3E%3CP%3EI%20had%20a%20chat%20with%20the%20team%20running%20support%20for%20Office%20365%20about%20this%20situation.%20I%20think%20they%20understand%20the%20problems%20and%20the%20frustrations%20of%20tenant%20admins%20as%20Microsoft%20does%20what%20it%20needs%20to%20do%20to%20make%20support%20better...%20The%20chat%20that%20I%20had%20led%20to%20this%20article%2C%20posted%20today%3A%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Fwww.petri.com%2Fmicrosoft-problems-office-365-support%22%20target%3D%22_blank%22%20rel%3D%22nofollow%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fwww.petri.com%2Fmicrosoft-problems-office-365-support%3C%2FA%3E%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-98176%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-98176%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20Teemu%2C%3C%2FP%3E%0A%3CP%3Ethanks%20a%20lot%20for%20your%20feedback.%20Our%20goal%20is%20to%20provide%20all%20customers%20with%20a%20fast%20and%20efficient%20support%20experience%20and%20we%20apologize%20that%20we%20didn't%20meet%20your%20expectations.%20Your%20feedback%20is%20highly%20valuable%20as%20we%20continue%20to%20evolve%20the%20Office%20365%20support%20experience.%20We're%20currently%20working%20on%20bringing%20the%20ability%20back%20to%26nbsp%3Badd%20attachments%20like%20screenshots.%20We're%20also%20looking%20into%20ways%20how%20to%20enable%20you%20to%20provide%20more%20information%20about%20the%20issue%20up%20front%20to%20allow%20you%20to%20kick%20start%20the%20conversation%20with%20the%20support%20engineer.%20We'll%20share%20more%20information%20shortly.%3C%2FP%3E%0A%3CP%3EThanks%2C%3C%2FP%3E%0A%3CP%3EAnne%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-97953%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-97953%22%20slang%3D%22en-US%22%3E%3CP%3EJust%20opened%20new%20Support%20Case%20from%20Admin%20Portal%20using%20the%20'new%20support%20experience'%20and%20I%20have%20to%20say%20it%20is%20the%20worst%20I've%20seen%20for%20awhile.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20have%20no%20way%20to%20select%20which%20O365%20product%20my%20issue%20is%20related.%20This%20was%20possible%20with%20the%20previous%20support%20experience.%20I%20cannot%20add%20screen%20shots.%20I%20don't%20wan't%20or%20I%20might%20not%20have%20time%20to%20log%20the%20issue%20on%20phone.%20Now%20I%20can%20write%20some%20random%20text%20to%20text%20box%20and%20then%20wait%20for%20support%20engineer%20to%20contact%20with%20email%20and%20asking%205-10%20general%20questions%20like%3A%3C%2FP%3E%3CP%3E1.%20Can%20you%20please%20tell%20me%20a%20little%20more%20about%20the%20case%3F%3CBR%20%2F%3E2.%20Who%20is%20the%20username%20(sign%20in%20account)%20that%20is%20affected%3F%3CBR%20%2F%3E3.%20Did%20you%20try%20from%20another%20pc%20and%20also%20another%20network%3F%3CBR%20%2F%3E4.%20Do%20you%20get%20an%20error%20message%2C%20if%20yes%20please%20add%20a%20screenshot.%3CBR%20%2F%3E5.%20Since%20when%20are%20you%20experiencing%20this%20issue%3F%3CBR%20%2F%3E%3C%2FP%3E%3CP%3EHere%20is%20my%20general%20response%20to%20those%20questions%3A%3C%2FP%3E%3CP%3E1.%20I%20would%20like%20to%20tell%20ALL%20and%20EVERYTHING%20I%20know%20of%20the%20issue%20on%20the%20same%20time%20I%20open%20the%20ticket.%3C%2FP%3E%3CP%3E2.%20Usually%20we%20have%20multiple%20users%20who%20are%20experiencing%20the%20issue%20before%20we%20open%20support%20case%20with%20MS%20support.%3C%2FP%3E%3CP%3E3.%20Yes%2C%20we%20troubleshoot%2C%20test%20and%20try%20with%20other%20browsers%2C%20PC's%20and%20user%20accounts%20before%20we%20open%20support%20case%20with%20MS%20support.%3C%2FP%3E%3CP%3E4.%20I%20could%20add%20my%20screen%20shots%20already%20to%20initila%20support%20request.%3C%2FP%3E%3CP%3E5.%20This%20also%20could%20be%20logged%20during%20the%20initial%20opening%20of%20the%20support%20case.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-94835%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-94835%22%20slang%3D%22en-US%22%3E%3CP%3EOh%20they%20are%26nbsp%3B%3CEM%3Einvestigting%3C%2FEM%3E%3CSPAN%3E%26nbsp%3B%3C%2FSPAN%3Eare%20they%3F%20This%20must%20be%20such%20a%20hard%20case%20to%20crack!%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EPretty%20simple.%20Whoever%20designed%20this%20new%20'support%20experience'%20should%20be%20fired%2C%20and%20the%20previous%20support%20experience%20should%20be%20reverted%20back.%20Microsoft%20DO%20have%20the%20ability%20to%20provide%20the%20previous%20support%20experience%20to%20individual%20customers%2C%20as%20I%20was%20told%20--%20they%20are%20just%20REFUSING%20to%20do%20this%20because%2C%20as%20I%20was%20also%20told%20(at%20least%20in%20my%20case)%2C%20I%20don't%20have%20a%20good%20reason%20to%20request%20it.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-94639%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-94639%22%20slang%3D%22en-US%22%3E%3CP%3EThanks%20everybody%20for%20your%20continuous%20feedback%20on%20the%20support%20experience.%20We%20take%20your%20feedback%20very%20seriously%20and%20we're%20actively%20working%20on%20bringing%20functionality%20like%20history%20view%20and%20multi-ticket%20creation%20back%20to%20all%20customers.%20We%20apologize%20for%20this%20taking%20so%20long!%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-94575%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-94575%22%20slang%3D%22en-US%22%3E%3CP%3EI%20totally%20agree%20and%20I%20made%20that%20clear%20to%20them%20on%20the%20call%2C%20they%20are%20investigating%20how%20this%20happened%20and%20how%20they%20can%20improve%20things%2C%20I%20explained%20that%20way%20back%20when%20it%20was%20known%20as%20BPOS%20it%20was%20better%20than%20it%20is%20now%20and%20totally%20unworkable%20currently.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EShame%20it%20is%20taking%20so%20long%2C%20I%20was%20the%20one%20that%20started%20this%20thread%20but%20good%20to%20know%20they%20are%20starting%20to%20listen%20to%20us%20even%20if%20we%20are%20yet%20to%20see%20many%5Cany%20changes.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-94573%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-94573%22%20slang%3D%22en-US%22%3E%3CP%3EThanks%20PEter.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EUnfortunatelly%20this%20has%20been%20going%20on%20for%20months%20now%20and%20I%20have%20also%20heard%20the%20same%20sort%20of%20promises%20from%20my%20end.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWhat%20I%20simply%20cannot%20accept%20is%20that%20we%20had%20all%20of%20the%20requested%20features.%20Microsoft%20took%20these%20away%20from%20us%20and%20now%20are%20promising%20them%20'in%20due%20course'.%20These%20should%20have%20NEVER%20been%20removed%20from%20the%20start.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-94561%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-94561%22%20slang%3D%22en-US%22%3E%3CP%3EI%20actually%20had%20a%20telephone%20call%20with%20someone%20that%20Anne%20had%20put%20me%20in%20touch%20with%20to%20explain%20the%20issues%2C%20they%20were%20very%20helpful%20and%20said%20it%20is%20being%20looked%20into%20and%20will%20be%20addressed.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EFingers%20crossed%20that%20things%20will%20get%20better%20soon..%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-94560%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-94560%22%20slang%3D%22en-US%22%3E%3CP%3EI%20am%20pretty%20convinced%20at%20this%20point%20that%20Microsoft%20is%20taking%20us%2C%20paying%20customers%2C%20for%20fools.%20Little%20to%20nothing%20has%20been%20done%20to%20address%20our%20concerns.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-90742%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-90742%22%20slang%3D%22en-US%22%3E%3CP%3EThanks%20for%20continuing%20to%20talk%20with%20us%20Anne.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThe%20first%20post%20in%20this%20thread%20regarding%20the%20limited%20functionality%20was%20though%20raised%203%20months%20ago.%20Can%20I%20ask%20why%20this%20is%20not%20fixed%20for%20all%20users%20now%3F%20Is%20it%20as%20Pedro%20says%20something%20that%20can%20be%20enabled%20and%20isn't%3F%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThanks%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ESusie%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-90736%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-90736%22%20slang%3D%22en-US%22%3E%3CP%3EHi%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F210%22%20target%3D%22_blank%22%3E%40Anne%20Michels%3C%2FA%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThank%20you%20for%20engaging%20with%20us%20on%20this%20issue.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWhat%20I%20understood%20from%20your%20previous%20post%20is%20that%20some%20customers%20are%20experiencing%20a%20limited%20support%20experience.%20Speaking%20with%20some%20engineers%20I%20have%20been%20informed%20that%20Microsoft%20has%20the%20ability%20to%20enable%20these%20features%20on%20an%20individual%20basis%20(open%20multiple%20incidents%2C%20see%20history%20of%20incidents)%2C%20and%20I%20have%20been%20snubbed%20before%20by%20support%20representatives%20when%20I%20asked%20to%20have%20these%20features%20enabled.%20%3CSTRONG%3EThe%20representative%20had%20the%20audacity%20to%20tell%20me%20that%20I%20our%20reasons%20to%20request%20this%20feature%20weren't%20good%20enough%3C%2FSTRONG%3E.%20I%20have%20witnessed%20fist%20fights%20taking%20place%20for%20less%20than%20this%20%3B)%3C%2Fimg%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EIf%20possible%20I%20would%20like%20to%20have%20that%20option%20enabled%20once%20and%20for%20all.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EBest%20Regards%2C%3C%2FP%3E%3CP%3EP.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-90615%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-90615%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20everybody%2C%3C%2FP%3E%0A%3CP%3EFirst%20of%20all%20apologies%20as%20my%20response%20wasn't%20very%20clear.%20I%20can%20see%20how%20my%20statement%20about%20new%20features%20did%20come%20across%20in%20the%20wrong%20way.%20So%20let%20me%20clarify%3A%20there%20are%20some%20customers%20who%20currently%20are%20experiencing%20a%20limited%20support%20functionality%20that%20might%20not%20allow%20them%20to%20see%20their%20support%20history%20or%20to%20open%20multiple%20tickets.%20We're%20working%20hard%20to%20bring%20that%20functionality%20back%20for%20everybody.%3C%2FP%3E%0A%3CP%3EWe're%20working%20on%20additional%20support%20improvements%20and%20functionality%20that%20has%20not%20been%20available%20in%20the%20past%20-%20these%20are%20the%20improvements%20that%20I%20was%20referring%20to%20being%20on%20our%20roadmap.%3C%2FP%3E%0A%3CP%3EWe%20acknowledge%20that%20we%20have%20not%20been%20communicating%20clearly%20enough%20about%20the%20changes%20coming%20to%20the%20support%20experience.%20We%20will%20improve%20our%20communication%20around%20this%20in%20the%20future%20-%20leveraging%20various%20channels%20including%20roadmap.office.com%2C%20the%20Message%20Center%20and%20the%20Office%20365%20blog%20here%20on%20the%20Technical%20Community.%3C%2FP%3E%0A%3CP%3EAnd%20thanks%20to%20all%20of%20you%20again%20to%20provide%20your%20feedback%20here.%26nbsp%3BI've%20shared%20all%20of%20it%20with%20the%20respective%20engineering%20team%20and%20they'd%20like%20to%20thank%20you%20as%20well.%3C%2FP%3E%0A%3CP%3EThanks%2C%3C%2FP%3E%0A%3CP%3EAnne%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-90501%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-90501%22%20slang%3D%22en-US%22%3E%3CP%3EI%20agree%20with%20Pedro%2C%20'further%20improve%20the%20support%20process'%20isn't%20really%20what%20is%20going%20to%20happen.%20We%20had%20a%20decent%20support%20process%2C%20which%20Microsoft%20have%20destroyed%20with%20no%20consultation%2C%20and%20then%20some%20of%20this%20support%20process%20may%20be%20put%20back%2C%20but%20we're%20not%20sure%20what%20parts%20because%20the%20roadmap%20is%20not%20available.%20%26nbsp%3BI%20don't%20want%20you%20to%20'share'%20what%20is%20coming%20in%20the%20future%2C%20I%20want%20Microsoft%20to%20provide%20a%20decent%20support%20process%20now.%20I'm%20endlessly%20frustrated%20with%20the%20incomplete%2C%20badly%20thought%20out%20and%20untested%20products%20that%20Microsoft%20toss%20out%20to%20paying%20customers%20and%20the%20support%20'process'%20is%20just%20part%20of%20it.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-90474%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-90474%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F210%22%20target%3D%22_blank%22%3E%40Anne%20Michels%3C%2FA%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20think%20the%20unanimous%20message%20here%20is%3A%20a%20decent%20support%20experience%20has%20been%20replaced%20by%20a%20poor%20one.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EMost%20of%20these%20features%20that%20%22are%20in%20the%20roadmap%22%20existed%20in%20the%20previous%20support%20experience%2C%20and%20the%20fact%20that%20Microsoft%20removed%20these%20and%20claim%20that%20they%20are%20now%20%22in%20the%20roadmap%22%20(plus%20a%20roadmap%20that%20we%20have%20no%20visibility%20of)%20gives%20us%20very%20little%20confidence%20that%20Microsoft%20has%20our%20best%20interests%20(i.e.%20the%20interests%20of%20their%20paying%20customers)%20in%20mind.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-90386%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-90386%22%20slang%3D%22en-US%22%3E%3CP%3EThanks%20a%20lot%20for%20your%20feedback%2C%20everybody.%20This%20is%20very%20insightful%20and%20I've%20shared%20it%20with%20our%20engineering%20team%20who%20is%20currently%20working%20on%20how%20to%20further%20improve%20the%20support%20experience%20in%20Office%20365.%20Good%20news%3A%20a%20lot%20of%20the%20features%20mentioned%20by%20you%20are%20already%20on%20our%20roadmap.%20We're%20working%20on%20a%20broader%20blog%20post%20about%20the%20support%20experience%20to%20share%20with%20you%20what%20is%20coming.%20In%20addition%2C%20we'll%20of%20course%20also%20take%20a%20look%20at%20your%20suggestions%20that%20we%20don't%20have%20on%20the%20roadmap%20yet.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-89874%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-89874%22%20slang%3D%22en-US%22%3E%3CP%3EThe%20other%20issue%20I%20think%20based%20on%20my%20current%20experience%20is%20that%20if%20you%20have%20an%20issue%20which%20is%20not%20reported%20by%20other%20users%20it%20is%20percieved%20to%20be%20a%20one%20off%20and%20therefore%20they%20are%20eager%20to%20close%20the%20ticket.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EFor%20example%20currently%20I%20have%20an%20issue%20which%20I%20reported%20on%20Friday%20whereby%20I%20am%20unable%20to%20run%20the%20Skype%20PSTN%20usage%20report%20(it%20errors)%2C%20this%20is%20intermittent%20and%20proved%20not%20to%20be%20an%20issue%20with%20our%20local%20environment.%20%26nbsp%3BWhen%20on%20a%20call%20with%20the%20support%20team%20we%20spent%20a%20long%20time%20testing%20browsers%2C%20inprivate%20mode%20etc%20and%20then%20out%20of%20nowhere%20it%20started%20working.%20%26nbsp%3BI%20explained%20that%20it%20is%20good%20that%20it%20is%20working%20but%20will%20it%20remain%20working%20etc.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ELow%20and%20behold%20they%20closed%20the%20ticket%20and%20then%20again%20on%20Monday%20it%20didn't%20work%20again%20so%20I%20had%20to%20raise%20a%20new%20ticket.%20%26nbsp%3BAgain%20testing%20the%20browsers%20etc.%20%26nbsp%3BWasting%20a%20lot%20of%20time.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EFrom%20my%20opinion%20the%20first%20line%20are%20too%20eager%20to%20close%20the%20tickets%20rather%20than%20escalate%20if%20it%20is%20not%20a%20known%20issue%20and%20reported%20on%20service%20health.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EVery%20frustratingly%20I%20have%20been%20told%20that%20if%20it%20is%20still%20the%20same%20the%20support%20tech%20will%20archive%20the%20ticket%20and%20pass%20it%20on%20to%20to%20another%20team%20meaning%20I%20have%20no%20updates%20or%20way%20of%20contacting%20other%20than%20opening%20a%20new%20ticket%20again...%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ENot%20productive%20at%20all%20and%20very%20frustrating.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-89872%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-89872%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20Anne%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWe%20also%20need%20the%20ability%20to%20log%20a%20proper%20support%20call.%20So%20much%20time%20is%20wasted%20talking%20to%20front%20line%20support%20regarding%20an%20issue%20that%20I%20can%20describe%20and%20screenshot%20in%20the%20text%20of%20the%20support%20request.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EAlso%20the%20last%20call%20I%20raised%20I%20typo'd%20my%20contact%20number%2C%20and%20then%20the%20call%20still%20had%20the%20wrong%20phone%20number%203%20days%20later%20after%20talking%20to%20various%20support%20staff.%20I'd%20appreciate%20being%20able%20to%20log%20my%20contact%20details%20and%20hours%20of%20work%20somewhere%20so%20I%20didn't%20have%20this%20issue%2C%20or%20get%20calls%20at%20the%20weekend%20when%20I'm%20not%20working%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThanks%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ESusie%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-89864%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-89864%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F210%22%20target%3D%22_blank%22%3E%40Anne%20Michels%3C%2FA%3E%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EBasically%20I%20would%20like%20a%20support%20experience%20pretty%20much%20similar%20to%20what%20we%20got%20in%20Azure%20--%20which%20is%20in%20fact%20what%20we%20used%20to%20get%20in%20O365%20before.%20Improving%20the%20UX%20should%20never%20EVER%20be%20done%20in%20detriment%20to%20features.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWhe%20should%3A%3C%2FP%3E%3CUL%3E%3CLI%3EBe%20able%20to%20open%20new%20incidents%20regardless%20if%20there%20is%20another%20an%20ongoing%20one.%3C%2FLI%3E%3CLI%3EBe%20able%20to%20see%20the%20list%20of%20past%20incidents%20and%20look%20into%20their%20notes.%3C%2FLI%3E%3C%2FUL%3E%3CP%3EIn%20addition%3A%3C%2FP%3E%3CUL%3E%3CLI%3EWe%20should%20be%20able%20to%20raise%20or%20lower%20the%20sevirity%20of%20incidents.%3C%2FLI%3E%3CLI%3EOur%20SLA%20should%20not%20be%20breached%20because%20the%20concierge%20is%20out%20of%20the%20office.%20I%20would%20expect%20another%20engineer%20to%20follow%20up%20in%20such%20cases.%3C%2FLI%3E%3C%2FUL%3E%3CP%3EA%20complete%20review%20of%20my%20experience%20with%20the%20current%20support%20experience%20can%20be%20found%20%3CA%20title%3D%22RANT%20ALERT%22%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2FAdmin-Center%2FYour-thoughts-on-the-new-quot-need-help-quot-functionality%2Fm-p%2F88967%23M679%22%20target%3D%22_blank%22%3Ehere%3C%2FA%3E.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-89854%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-89854%22%20slang%3D%22en-US%22%3E%3CP%3EThanks%20for%20the%20feedback%2C%20Pedro.%20We're%20aware%20of%20the%20fact%20that%20there%20are%20still%20a%20few%20customers%20that%20might%20not%20be%20able%20to%20open%20multiple%20tickets%20and%20we're%20actively%20working%20on%20bringing%20this%20functionality%20back%20to%20them.%3C%2FP%3E%0A%3CP%3ECan%20you%20please%20share%20with%20us%20what%20functionality%20you%20are%20missing%20or%20how%20we%20could%20further%20improve%20the%20support%20experience%20in%20your%20eyes%3F%20Really%20appreciate%20your%20feedback.%3C%2FP%3E%0A%3CP%3EThanks%2C%3C%2FP%3E%0A%3CP%3EAnne%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-89846%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-89846%22%20slang%3D%22en-US%22%3E%3CP%3E24%20hours%20after%20I%20made%20another%20post%20on%20this%20issue%2C%20I%20noticed%20that%20Microsoft%20added%20the%20ability%20to%3A%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CUL%3E%3CLI%3EClose%2Fcancel%20an%20ongoing%20incident%20through%20the%20portal%3B%20and%3C%2FLI%3E%3CLI%3EAdd%20notes%20for%20an%20ongoing%20incident%20through%20the%20portal.%3C%2FLI%3E%3C%2FUL%3E%3CP%3EWe%20are%20still%20miles%20ahead%20--%20but%20unless%20we%20voice%20our%20dissatisfaction%20in%20a%20%3CEM%3E'bolder'%3C%2FEM%3Eway%2C%20I%20don't%20see%20MSFT%20budging.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-89606%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-89606%22%20slang%3D%22en-US%22%3E%3CP%3EA%20really%20sensible%20place%20for%20this%20url%20to%20be%20btw%2C%20would%20be%20on%20the%20Support%20Requests%20section%20of%20the%20Office%20365%20Admin%2FHome%20screens.%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-88102%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-88102%22%20slang%3D%22en-US%22%3E%3CP%3EHI%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F210%22%20target%3D%22_blank%22%3E%40Anne%20Michels%3C%2FA%3E%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20agree%20that%20in%20many%20cases%20having%20a%20single%20person%20deal%20with%20multiple%20issues%20can%20be%20a%20good%20thing.%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20can%20imagine%20that%20having%20two%20issues%20where%20I%20don't%20realise%20that%20two%20issues%20are%20related.%20It%20would%20be%20good%20to%20have%20a%20single%20person%20taking%20ownership.%20Even%20if%20this%20person%20can't%20solve%20both%20problems%20for%20me%20as%20long%20as%20this%20person%20has%20access%20to%20the%20right%20people.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EHowever%2C....%20Isn't%20it%20likely%20that%20there%20are%20many%20cases%20where%26nbsp%3Bissues%20are%20obviously%20not%20related.%20For%20these%20cases%20it%20would%20be%20useful%20to%20be%20able%20to%20log%20multiple%20incidents.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20would%20expect%20that%20the%20best%20tactic%20now%20is%20to%20Open%20an%20issue%20called%20%22All%20issues%20related%20to%20my%20company%22%20and%20then%20keep%20adding%20issues.%20This%20will%20be%20helping%20neither%20the%20customer%20nor%20Microsoft.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-88100%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-88100%22%20slang%3D%22en-US%22%3E%3CP%3EFor%20a%20short%20time%3F%3F%20It%20is%20still%20not%20possible%20to%20log%20multiple%20tickets.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-87938%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-87938%22%20slang%3D%22en-US%22%3E%3CP%3EI'm%20sorry%20but%20this%20is%20by%20far%20the%20biggest%20fiasco%20I%20have%20ever%20seen%20in%20IT%20Service%20Management%20--%20ever.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ENo%20matter%20how%20much%20Microsoft%20might%20try%20to%20spin%20this%20new%20support%20portal%20into%20a%20positive%20light%20--%20the%20ability%20to%20look%20at%20past%20incidents%20and%20open%20more%20than%20one%20at%20the%20same%20time%20should%20have%20been%20there%20FROM%20THE%20START.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EIs%20like%20Microsoft%20looks%20for%20ways%20to%20upset%20and%20antagnise%20its%20customerbase%20on%20a%20daily%20basis.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-85167%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-85167%22%20slang%3D%22en-US%22%3EI%20tried%20that%20some%20weeks%20ago%20and%20was%20told%20I%20would%20have%20to%20raise%20another%20support%20ticket.%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-83264%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-83264%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20Pablo%2C%26nbsp%3B%3C%2FP%3E%0A%3CP%3EOur%20agents%20have%20breadth%20of%20knowledge%20in%20all%26nbsp%3Bservices%20so%20you%20can%20work%20on%20issues%20for%20different%20services%20with%20the%20same%20support%20engineer.%26nbsp%3B%20If%26nbsp%3Bthe%20issue%20is%20more%20complex%2C%20additional%20experts%20will%20be%20included%20to%20help%20solve%20your%20issue.%26nbsp%3B%20If%20you're%20having%20a%20different%20experience%2C%20please%20let%20us%20know.%3C%2FP%3E%0A%3CP%3EThanks%2C%3C%2FP%3E%0A%3CP%3EAnne%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-82090%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-82090%22%20slang%3D%22en-US%22%3E%3CP%3EHow%20we%20are%20suppossed%20to%20work%20on%20a%20different%20issue%20for%20a%20different%20service%3F%20With%20the%20same%20engineer%3F%3F%3F%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-75935%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-75935%22%20slang%3D%22en-US%22%3E%3CP%3EWhat%20are%20te%20country%20that%20you%20are%20calling%20%3F%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EAt%20that%20page%20you%20have%20a%20section%20%22If%20your%20Office%20365%20support%20phone%20number%20isn't%20listed%20above%2C%20use%20the%20dropdown%20menu%20below%20to%20choose%20your%20country%20or%20region.%22%20to%20chose%20your%20local%20number.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThat%20could%20help%20you.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-75724%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-75724%22%20slang%3D%22en-US%22%3E%3CP%3EWhilst%20I%20totally%20agree%20that%20the%20current%20solution%20doesn't%20work%20as%20it%20should%20you%20can%20call%20the%20support%20number%20which%20is%20not%20an%20international%20number%20as%20per%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Fsupport.office.com%2Fen-gb%2Farticle%2FContact-Office-365-for-business-support-Admin-Help-32a17ca7-6fa0-4870-8a8d-e25ba4ccfd4b%3Fui%3Den-US%26amp%3Brs%3Den-GB%26amp%3Bad%3DGB%23bkmk_call_support%26nbsp%3B%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%22%3Ehttps%3A%2F%2Fsupport.office.com%2Fen-gb%2Farticle%2FContact-Office-365-for-business-support-Admin-Help-32a17ca7-6fa0-4870-8a8d-e25ba4ccfd4b%3Fui%3Den-US%26amp%3Brs%3Den-GB%26amp%3Bad%3DGB%23bkmk_call_support%26nbsp%3B%3C%2FA%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EHopefully%20we%20can%20get%20the%20support%20system%20back%20to%20at%20least%20having%20history%20and%20raising%20multiple%20support%20calls.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20have%20managed%20to%20have%20some%20success%20with%20the%20current%20solution%20but%20for%20some%20reason%20I%20give%20a%20number%20to%20contact%20me%20on%20and%20they%20claim%20that%20it%20goes%20through%20to%20answer%20phone%20or%20doesn't%20connect%20when%20I%20have%20had%20no%20calls%20and%20have%20no%20issue%20with%20the%20phone%20number%20I%20give.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-75721%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-75721%22%20slang%3D%22en-US%22%3E%3CP%3EIt%20doesn't%20fix%20the%20issue.%20The%20service%20call%20functionality%20on%20the%20website%20is%20broken.%20It%20is%20not%20possible%20to%20raise%20additional%20calls.%20It%20is%20not%20possible%20to%20get%20a%20call%20from%20the%20engineer%20if%20you%20miss%20the%20very%20first%20call.%20I%20have%20now%20resolved%20the%20issue%20I%20needed%20support%20with%2C%20but%20please%20fix%20the%20functionality%20that%20is%20supposed%20to%20exist.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-75719%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-75719%22%20slang%3D%22en-US%22%3E%3CP%3EYes%2C%20but%20I%20don't%20want%20to%20place%20an%20international%20call%20because%20your%20advertised%20service%20is%20not%20working%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-75469%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-75469%22%20slang%3D%22en-US%22%3E%3CP%3ESusie%2C%20please%20let%20us%20know%20if%20the%20information%20from%20Nuno%20has%20been%20helpful%20and%20if%20you%20have%20been%20able%20to%20get%20in%20touch%20with%20support.%3C%2FP%3E%0A%3CP%3EThanks%2C%3C%2FP%3E%0A%3CP%3EAnne%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-75394%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-75394%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20Susie%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EHave%20you%20tried%20to%20call%20to%20support%20%3F%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EHere%20you%20have%20the%20contact%20-%20%3CA%20href%3D%22https%3A%2F%2Fsupport.office.com%2Fen-us%2Farticle%2FContact-Office-365-for-business-support-Admin-Help-32a17ca7-6fa0-4870-8a8d-e25ba4ccfd4b%3Fui%3Den-US%26amp%3Brs%3Den-US%26amp%3Bad%3DUS%23bkmk_call_support%26nbsp%3B%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%22%3Ehttps%3A%2F%2Fsupport.office.com%2Fen-us%2Farticle%2FContact-Office-365-for-business-support-Admin-Help-32a17ca7-6fa0-4870-8a8d-e25ba4ccfd4b%3Fui%3Den-US%26amp%3Brs%3Den-US%26amp%3Bad%3DUS%23bkmk_call_support%3C%2FA%3E%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-75370%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-75370%22%20slang%3D%22en-US%22%3E%3CP%3EAnne%2C%20this%20does%20not%20work!%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-75369%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-75369%22%20slang%3D%22en-US%22%3E%3CP%3EI%20raised%20a%20support%20request%20last%20Friday%20and%20missed%20the%20initial%20call.%20Now%20I%20just%20get%20emails%20every%20couple%20of%20days%20from%20an%20MS%20representative%20asking%20if%20I'm%20available%2C%20to%20which%20I%20reply%20yes%2C%20and%20then%20get%20no%20further%20contact.%20I%20cannot%20raise%20a%20new%20ticket.%20This%20is%20unuseable.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-71596%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-71596%22%20slang%3D%22en-US%22%3E%3CP%3EHere%20is%20Peter's%20%3CA%20href%3D%22https%3A%2F%2Foffice365.uservoice.com%2Fforums%2F273493-office-365-admin%2Fsuggestions%2F19309585-support-requests-where-did-they-go%22%20target%3D%22_self%22%20rel%3D%22noopener%20noreferrer%22%3EUservoice%3C%2FA%3Elink.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20am%20finding%20that%20the%20new%20support%20system%20does%20not%20allow%20me%20to%20post%20sufficient%20information%20to%20help%20the%20engineers%20on%20the%20receiving%20end.%20I%20then%20have%20to%20ask%20them%20to%20email%20me%20the%20ticket%20so%20that%20I%20can%20attach%20the%20screen%20shots%20and%20troubleshooting%20steps%20that%20I%20have%20been%20through.%20Making%20the%20process%20a%20little%20more%20inefficient.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-66905%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-66905%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20all%2C%3C%2FP%3E%0A%3CP%3EWe're%20currently%20updating%20the%20Office%20365%20support%20experience%20to%20provide%20faster%20and%20more%20efficient%20help%20and%20resolution%20of%20issues.%20We%20started%20rolling%20this%20out%20in%20April%20and%20plan%20to%20complete%20the%20roll%20out%20in%20the%20next%20few%20months.%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%3CP%3EFor%20a%20short%20time%2C%20some%20customers%20will%20not%20be%20able%20to%20open%20multiple%20support%20tickets%20or%20see%20their%20support%20ticket%20history.%20We're%20working%20on%20bringing%20this%20functionality%20back%20shortly.%26nbsp%3B%20If%20you%20have%20a%20support%20ticket%20open%20with%20us%20and%20encounter%20another%20issue%2C%20please%20use%20the%20%22Need%20help%22%20button%20to%20connect%20back%20with%20a%20support%20engineer.%20The%20engineer%20will%20typically%20contact%20you%20within%2010%20minutes.%3C%2FP%3E%0A%3CP%3EWe%20will%20post%20a%20message%20regarding%20this%20to%20the%20Message%20Center%20shortly%20and%20apologize%20for%20not%20sending%20a%20proactive%20communication%20about%20this.%3C%2FP%3E%0A%3CP%3EThanks%2C%3C%2FP%3E%0A%3CP%3EAnne%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-65689%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-65689%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20all%2C%26nbsp%3B%3C%2FP%3E%0A%3CP%3Eapologies%20for%20the%20delayed%20response%20as%20I%20am%20travelling%20for%20business.%20I'm%20looking%20into%20this%20and%20will%20share%20more%20information%20with%20you%20shortly.%3C%2FP%3E%0A%3CP%3EThanks%2C%3C%2FP%3E%0A%3CP%3EAnne%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-65529%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-65529%22%20slang%3D%22en-US%22%3E%3CP%3EI%20had%20the%20same%20thing%20happen%20a%20few%20weeks%20ago%2C%20and%20it%20eventually%20reverted%20back%20to%20its'%20previous%20model.%20I%20can%20now%20create%20more%20than%20one%20service%20request%20at%20a%20time.%20It%20seems%20like%20Office%20365%20may%20be%20doing%20some%20A%2FB%20testing%20with%20admin%20interface%20features.%20Regardless%2C%20I%20believe%20if%20you%20need%20to%20get%20around%20this%20you%20can%20still%20just%20call%20the%20support%20phone%20number%20and%20generate%20a%20new%20service%20request%20that%20way.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-65505%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-65505%22%20slang%3D%22en-US%22%3E%3CP%3EI%20have%20tried%20to%20contact%20%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F210%22%20target%3D%22_blank%22%3E%40Anne%20Michels%3C%2FA%3Ebut%20no%20response%20at%20all.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EAlso%20I%20have%20now%20created%20an%20idea%20in%20the%20uservoice%20section%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63689%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63689%22%20slang%3D%22en-US%22%3EHi%20Peter%2C%20please%20use%20following%20URL%20for%20Office%20365%20useroice.%3CBR%20%2F%3E%3CBR%20%2F%3E%3CA%20href%3D%22https%3A%2F%2Foffice365.uservoice.com%2F%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%22%3Ehttps%3A%2F%2Foffice365.uservoice.com%2F%3C%2FA%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63534%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63534%22%20slang%3D%22en-US%22%3ESorry%20Steven%20I%20am%20unaware%20of%20uservoice%2C%20how%20would%20I%20go%20about%20that%3F%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63532%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63532%22%20slang%3D%22en-US%22%3E%3CP%3EHave%20you%20created%20a%20post%20at%20uservoice%20so%20that%20the%26nbsp%3Bchange%20can%20be%20ranked%3F%20If%20you%20post%20the%20link%20here%26nbsp%3Bwe%20can%20rank%20your%20post.%20If%20you%20have%20a%20few%20points%20for%20your%20post%26nbsp%3Bthe%20developer%20will%20read%20your%20input.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EBR%20Steven%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63526%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63526%22%20slang%3D%22en-US%22%3EPlus%20we%20always%20had%20the%20ability%20previously%20to%20raise%20multiple%20tickets%20at%20a%20time%2C%20it%20only%20seems%20to%20have%20changed%20since%20the%20update%20of%20the%20admin%20center%20and%20how%20you%20can%20start%20a%20new%20ticket.%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63523%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63523%22%20slang%3D%22en-US%22%3E%3CP%3ENot%20every%20organization%20can%20afford%20Premier%20support%20though%2C%20and%20fraknly%2C%20you%20shouldnt%20be%20forced%20to%20buy%20it.%20Anyway%2C%20the%20issue%20here%20seems%20to%20be%20something%20related%20to%20%22business%22%20tenants%2C%20which%20have%20this%20limitation.%20Even%20though%20they've%20purchased%20E5%20licenses...%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63495%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63495%22%20slang%3D%22en-US%22%3E%3CP%3EI%20asked%20our%20TAM%20%40%20Microsoft%20in%20the%20past%20and%20I%20got%20this%20answer.%20%22Its%20a%20big%20difference%20between%20Professional%20Support%20and%20Premier%20Support.%20If%20you%20want%20to%20be%20business%20ready%20you%20need%20a%20Premier%20Support%20contract%22.%3C%2FP%3E%3CP%3EAt%20the%20moment%20we%20have%20a%20premier%20support%20contract%20and%20we%20can%20open%20more%20than%201%20case%20over%20a%20special%20premier%20support%20website.If%20you%20want%20to%20open%20a%20case%20over%20the%20Office%20365%20Admincenter%20you%20create%20a%20professional%20case.%3C%2FP%3E%3CP%3EIts%20not%20a%20solution%20but%20I%20hope%20this%20information%20helps%20to%20understand.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EBR%20Steven%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63418%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63418%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F210%22%20target%3D%22_blank%22%3E%40Anne%20Michels%3C%2FA%3E%26nbsp%3Bmight%20be%20able%20to%20comment%20on%20the%20changes%20in%20the%20Admin%20portal%2C%20I'm%20still%20looking%20for%20someone%20that%20can%20confirm%20the%20changes%20in%20the%20actual%20support%20model.%20So%20far%20it%20seems%20like%20the%20MS%20folks%20are%20also%20surprised%20by%20this...%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63376%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63376%22%20slang%3D%22en-US%22%3EGood%20luck%2C%20maybe%20I%20am%20just%20having%20an%20issue%20raising%20more%20than%20one%20and%20the%20support%20guy%20I%20spoke%20to%20knows%20nothing...%20I%20guess%20we%20will%20see.%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63374%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63374%22%20slang%3D%22en-US%22%3E%3CP%3EAwesome...%20Well%20I'll%20try%20to%20get%20some%20info%20about%20this%2C%20see%20if%20anyone%20on%20MS%20side%20bothers%20to%20comment...%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63372%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63372%22%20slang%3D%22en-US%22%3EE5%20subscription%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63371%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63371%22%20slang%3D%22en-US%22%3E%3CP%3EJust%20curious%2C%20what%20kind%20of%20subscription%20do%20you%20have%3F%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63369%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63369%22%20slang%3D%22en-US%22%3EIndeed%20it%20is%20and%20you%20are%20right%20you%20could%20do%20that%20but%20how%20inconvenient%20would%20that%20be.%3CBR%20%2F%3E%3CBR%20%2F%3ENice%20that%20they%20have%20just%20quietly%20changed%20it%20as%20well%2C%20no%20mention%20of%20the%20change%20that%20I%20can%20see%2C%20it%20was%20frustrating%20as%20hell%20just%20trying%20to%20deal%20with%20them%20today%20for%20two%20tickets.%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63367%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63367%22%20slang%3D%22en-US%22%3E%3CP%3EThat's...%20retarted.%20Really%2C%20I've%20had%20cases%20that%20stayed%20open%20for%20months.%20And%20what's%20stopping%20me%20to%20just%20create%20another%20GA%20and%20open%20a%20new%20request%20with%20it.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-63296%22%20slang%3D%22en-US%22%3ERe%3A%20Raising%20support%20requests%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-63296%22%20slang%3D%22en-US%22%3EI%20have%20just%20had%20it%20confirmed%20whilst%20on%20a%20call%20to%20support%20that%20this%20is%20the%20case%2C%20it%20is%20now%20limited%20to%201%20service%20request%20at%20a%20time%20per%20admin!%3C%2FLINGO-BODY%3E
Frequent Contributor

Not sure what is going on but with the admin centre now if you raise a service request I can only request that someone calls me.  Then aside from that I cannot raise a second request until that one has been closed.

 

Also the View Service requests just takes you back to the same screen and does not show any old requests or anything.

 

Very poor if they are now limiting a Global Admin to just 1 request at a time.

59 Replies
I have just had it confirmed whilst on a call to support that this is the case, it is now limited to 1 service request at a time per admin!

That's... retarted. Really, I've had cases that stayed open for months. And what's stopping me to just create another GA and open a new request with it.

Indeed it is and you are right you could do that but how inconvenient would that be.

Nice that they have just quietly changed it as well, no mention of the change that I can see, it was frustrating as hell just trying to deal with them today for two tickets.

Just curious, what kind of subscription do you have?

E5 subscription

Awesome... Well I'll try to get some info about this, see if anyone on MS side bothers to comment...

Good luck, maybe I am just having an issue raising more than one and the support guy I spoke to knows nothing... I guess we will see.

@Anne Michels might be able to comment on the changes in the Admin portal, I'm still looking for someone that can confirm the changes in the actual support model. So far it seems like the MS folks are also surprised by this...

I asked our TAM @ Microsoft in the past and I got this answer. "Its a big difference between Professional Support and Premier Support. If you want to be business ready you need a Premier Support contract".

At the moment we have a premier support contract and we can open more than 1 case over a special premier support website.If you want to open a case over the Office 365 Admincenter you create a professional case.

Its not a solution but I hope this information helps to understand.

 

BR Steven

Not every organization can afford Premier support though, and fraknly, you shouldnt be forced to buy it. Anyway, the issue here seems to be something related to "business" tenants, which have this limitation. Even though they've purchased E5 licenses...

Plus we always had the ability previously to raise multiple tickets at a time, it only seems to have changed since the update of the admin center and how you can start a new ticket.

Have you created a post at uservoice so that the change can be ranked? If you post the link here we can rank your post. If you have a few points for your post the developer will read your input.

 

BR Steven

Sorry Steven I am unaware of uservoice, how would I go about that?
Hi Peter, please use following URL for Office 365 useroice.

https://office365.uservoice.com/

I have tried to contact @Anne Michels but no response at all.

 

Also I have now created an idea in the uservoice section

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.

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

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

Here is Peter's Uservoice 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.