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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
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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!
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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.

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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.
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Just curious, what kind of subscription do you have?

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E5 subscription
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Awesome... Well I'll try to get some info about this, see if anyone on MS side bothers to comment...

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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.
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@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...

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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

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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...

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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.
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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

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

https://office365.uservoice.com/
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I have tried to contact @Anne Michels but no response at all.

 

Also I have now created an idea in the uservoice section

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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.

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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

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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

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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.

 

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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.

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Anne, this does not work! 

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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...

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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

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

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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.

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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...

 

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.

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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.

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

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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

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I tried that some weeks ago and was told I would have to raise another support ticket.
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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.

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

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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.

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

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24 hours after I made another post on this issue, I noticed that Microsoft added the ability to:

 

  • Close/cancel an ongoing incident through the portal; and
  • Add notes for an ongoing incident through the portal.

We are still miles ahead -- but unless we voice our dissatisfaction in a 'bolder' way, I don't see MSFT budging.

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Thanks for the feedback, Pedro. We're aware of the fact that there are still a few customers that might not be able to open multiple tickets and we're actively working on bringing this functionality back to them.

Can you please share with us what functionality you are missing or how we could further improve the support experience in your eyes? Really appreciate your feedback.

Thanks,

Anne

 

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Hi @Anne Michels,

 

Basically I would like a support experience pretty much similar to what we got in Azure -- which is in fact what we used to get in O365 before. Improving the UX should never EVER be done in detriment to features.

 

Whe should:

  • Be able to open new incidents regardless if there is another an ongoing one.
  • Be able to see the list of past incidents and look into their notes.

In addition:

  • We should be able to raise or lower the sevirity of incidents.
  • Our SLA should not be breached because the concierge is out of the office. I would expect another engineer to follow up in such cases.

A complete review of my experience with the current support experience can be found here.

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Hi Anne,

 

We also need the ability to log a proper support call. So much time is wasted talking to front line support regarding an issue that I can describe and screenshot in the text of the support request.

 

Also the last call I raised I typo'd my contact number, and then the call still had the wrong phone number 3 days later after talking to various support staff. I'd appreciate being able to log my contact details and hours of work somewhere so I didn't have this issue, or get calls at the weekend when I'm not working,

 

Thanks,

 

Susie

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The other issue I think based on my current experience is that if you have an issue which is not reported by other users it is percieved to be a one off and therefore they are eager to close the ticket.

 

For example currently I have an issue which I reported on Friday whereby I am unable to run the Skype PSTN usage report (it errors), this is intermittent and proved not to be an issue with our local environment.  When on a call with the support team we spent a long time testing browsers, inprivate mode etc and then out of nowhere it started working.  I explained that it is good that it is working but will it remain working etc.

 

Low and behold they closed the ticket and then again on Monday it didn't work again so I had to raise a new ticket.  Again testing the browsers etc.  Wasting a lot of time.

 

From my opinion the first line are too eager to close the tickets rather than escalate if it is not a known issue and reported on service health.

 

Very frustratingly I have been told that if it is still the same the support tech will archive the ticket and pass it on to to another team meaning I have no updates or way of contacting other than opening a new ticket again...

 

Not productive at all and very frustrating.

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Thanks a lot for your feedback, everybody. This is very insightful and I've shared it with our engineering team who is currently working on how to further improve the support experience in Office 365. Good news: a lot of the features mentioned by you are already on our roadmap. We're working on a broader blog post about the support experience to share with you what is coming. In addition, we'll of course also take a look at your suggestions that we don't have on the roadmap yet.

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@Anne Michels

 

I think the unanimous message here is: a decent support experience has been replaced by a poor one.

 

Most of these features that "are in the roadmap" existed in the previous support experience, and the fact that Microsoft removed these and claim that they are now "in the roadmap" (plus a roadmap that we have no visibility of) gives us very little confidence that Microsoft has our best interests (i.e. the interests of their paying customers) in mind.

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I agree with Pedro, 'further improve the support process' isn't really what is going to happen. We had a decent support process, which Microsoft have destroyed with no consultation, and then some of this support process may be put back, but we're not sure what parts because the roadmap is not available.  I don't want you to 'share' what is coming in the future, I want Microsoft to provide a decent support process now. I'm endlessly frustrated with the incomplete, badly thought out and untested products that Microsoft toss out to paying customers and the support 'process' is just part of it.

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Hi everybody,

First of all apologies as my response wasn't very clear. I can see how my statement about new features did come across in the wrong way. So let me clarify: there are some customers who currently are experiencing a limited support functionality that might not allow them to see their support history or to open multiple tickets. We're working hard to bring that functionality back for everybody.

We're working on additional support improvements and functionality that has not been available in the past - these are the improvements that I was referring to being on our roadmap.

We acknowledge that we have not been communicating clearly enough about the changes coming to the support experience. We will improve our communication around this in the future - leveraging various channels including roadmap.office.com, the Message Center and the Office 365 blog here on the Technical Community.

And thanks to all of you again to provide your feedback here. I've shared all of it with the respective engineering team and they'd like to thank you as well.

Thanks,

Anne

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Hi @Anne Michels

 

Thank you for engaging with us on this issue.

 

What I understood from your previous post is that some customers are experiencing a limited support experience. Speaking with some engineers I have been informed that Microsoft has the ability to enable these features on an individual basis (open multiple incidents, see history of incidents), and I have been snubbed before by support representatives when I asked to have these features enabled. The representative had the audacity to tell me that I our reasons to request this feature weren't good enough. I have witnessed fist fights taking place for less than this ;)

 

If possible I would like to have that option enabled once and for all.

 

Best Regards,

P.

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Thanks for continuing to talk with us Anne.

 

The first post in this thread regarding the limited functionality was though raised 3 months ago. Can I ask why this is not fixed for all users now? Is it as Pedro says something that can be enabled and isn't?

 

Thanks,

 

Susie

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I am pretty convinced at this point that Microsoft is taking us, paying customers, for fools. Little to nothing has been done to address our concerns.

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I actually had a telephone call with someone that Anne had put me in touch with to explain the issues, they were very helpful and said it is being looked into and will be addressed.

 

Fingers crossed that things will get better soon..

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Thanks PEter.

 

Unfortunatelly this has been going on for months now and I have also heard the same sort of promises from my end.

 

What I simply cannot accept is that we had all of the requested features. Microsoft took these away from us and now are promising them 'in due course'. These should have NEVER been removed from the start.

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I totally agree and I made that clear to them on the call, they are investigating how this happened and how they can improve things, I explained that way back when it was known as BPOS it was better than it is now and totally unworkable currently.

 

Shame it is taking so long, I was the one that started this thread but good to know they are starting to listen to us even if we are yet to see many\any changes.

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