Apr 17 2019 04:32 PM
Hello,
I have requested to reopen two support tickets after I returned from a week's time off. However, I'm still waiting for these cases to be reopened. Can anyone help?
The two old ticket #s are: 13679332 and 13604821
The new ticket the system opened to request my old tickets be reopened: 13947083
I'm also still waiting on assistance for ticket # 13677786
Is there any Microsoft employee who could help me?
Thanks,
Ryan
Apr 18 2019 12:22 AM
Ryan, these boards are not a support channel. Best call support directly: https://support.office.com/en-us/article/Contact-Office-365-for-business-support-32a17ca7-6fa0-4870-...
May 15 2019 03:19 PM
@Vasil Michev - How do I actually get a ticket escalated, though? When I call back support, I get the same level of technician who says they are "working on it" but then it still takes a bunch of time to get sorted out. For example, I finally am receiving help for this issue but it took weeks to finally get the ticket reopened and reassigned to the original ticket owner. Also, every time I call in, another ticket gets opened which makes things even more confusing.
Any help you or someone from Microsoft could give would be greatly appreciated.
May 15 2019 10:26 PM
@RyanBlake There's a thread here when some good folks from Microsoft try to help with stale tickets and such, look it up. But again, this is not a support channel, so it's best to work directly with the engineer assigned to your case (or his manager in case he's giving you crap).
May 15 2019 10:36 PM
May 15 2019 10:51 PM
@RyanBlake Here's the thread I was referring to: https://techcommunity.microsoft.com/t5/Office-365/How-can-I-escalate-issues-in-Office-365/td-p/12640...
Russell has been more than helpful assisting customers in dead end situations, but keep in mind that he's not directly responsible for the support experience and is just trying to help.