Changes in the support case submission experience
Published Jul 14 2020 01:09 PM 4,686 Views

Currently, the process to submit a support case related to Microsoft Defender ATP goes through the support portal at


Today, we are announcing that we will be rolling out an upgraded support process offering a more modern and advanced support experience through the Microsoft Defender Security Center.


Starting on July 20th, 2020, some customers will begin seeing an in-product support widget integrated into the Microsoft Defender Security Center. Using this widget, customers will be able to:

  • Find solutions to common problems
  • Submit a support case to the Microsoft support team


Accessing the new support widget can be done in one of two ways:


1) Clicking on the question mark on the top right of the portal and then clicking on “Microsoft support”:




2) Clicking on the Need help? button in the bottom right of the Microsoft Defender Security Center:


Need help button in Microsoft Defender Security CenterNeed help button in Microsoft Defender Security Center


In the widget you will be offered two options:

  • Find solutions to common problems
  • Open a service request


Find solutions to common problems

The “find solutions to common problems” option includes articles that might be related to the question you may ask. Just start typing the question in the search box and articles related to your search will be surfaced.


Find a solution to a common problem windowFind a solution to a common problem window


In case the suggested articles are not sufficient, you can open a service request.


Open a service request

This option is available by clicking the icon that looks like a headset. You will then get the following page to submit your support case:


Open a service request windowOpen a service request window


On this page, you fill in a title and description for the issue you are facing, as well as a phone number and email address where we may reach you. You may also include up to five attachments that are relevant to the issue in order to provide additional context for the support case. Finally, you select your time zone and an alternative language, if applicable. The request will be sent to Microsoft Support Team. We will respond to your service request shortly.


As mentioned, this new support process will start rolling out to some customers on July 20, 2020. In the weeks following, we will continue rolling it out to the rest of our customer base until August 3, 2020, when everyone by that point should have the new support experience. After your tenant gets the new experience, the option to submit cases from the portal will not be possible.


Version history
Last update:
‎Jul 17 2020 10:01 AM
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