These changes were announced here, indeed it was quite a shake-up of the previous experience. There are meant to be options for callbacks and call me options
Quick callbacks - Customers have shared that they want more clarity around when they will be contacted by support and an ability to ensure the call back will come at a convenient time. In the new experience, we strive to call back you back in 20 minutes or less so that you can get help -- when it's convenient for you -- by clicking on "Let us call you".
Request a call on an existing ticket -If you need immediate help on an ongoing issue, there's no need to create a new ticket and start from scratch simply request a call on the existing case using the "Call me"button and the next available agent will call you back in about 10 minutes.
I can attest that the last 2 support tickets I opened claimed I would be called back within 30 minutes. I know it is just an estimate but the 1st was over 4 hours, and the 2nd was the next day! So an estimate something a little closer to the truth would be appreciated.
There is no Call me button "after" the ticket has been opened. When I opened the ticket I added a LOT of notes and screen shots. 2 different engineers I talked to did not look at the notes or screen shots. Only after Opening a Ticket to ask for my ticket to get escalated after 7 days, Then I got a call for the 2nd ticket and ask for a manager to contact me. After he looked at the info I provided he provided a solution that worked. Microsoft needs to allow notes to be added to a ticket. It would be VERY nice to see the Microsoft notes as well. Maybe at least a transcript of the Ticket when it is completed.