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Microsoft

Having fast, efficient, and trustworthy support is extremely important for all Office 365 customers. Whether you are an IT admin in an enterprise company with thousands of employees, or the owner of a flower shop with five employees, you depend on Microsoft to provide excellent support so you can focus on your business.

Based on customer feedback, we've updated the Office 365 support experience to provide you with faster and more efficient support that helps you to get the most value out of Office 365. The new experience will be rolling out over the next couple of weeks and will be available to all customers by the end of October.

 

The new support experience provides several major enhancements:

 

Inline, simplified support experience

Easy access to support - To connect you to support assistance as quickly as possible, we've put the "Need help" button on the bottom-right corner of each page in the Office 365 admin portal. You can now quickly open a new ticket and track existing ones from wherever you are within the Office 365 admin portal.

Quickly open a support ticket by clicking on the "Need help" buttonQuickly open a support ticket by clicking on the "Need help" button

Your choice of support - Support issues vary in nature and complexity - and while sometimes you want to talk to a support agent directly, in other situations it's more convenient to solve the topic independently. In the "Need help" pane, you can choose between several options - ranging from self-help tools to being contacted by a support agent. Simply type in your issue and click on "Get help."  We'll give you suggested solutions or options to contact support. Only your contact information is needed to create the ticket.

 

Please note: We apologize for the inconvenience that some customers were not able to open multiple tickets and view their ticket history during the rollout process. We have brought back that functionality to all customers and are working to add back the ability to add attachments by end of October.

Your choice of supportYour choice of support

Intelligence built-in

Proactive support - Instead of waiting for you to call us, if we detect certain issues with your service - for example failures in your experience with Skype for Business calls - we will give you a courtesy call proactively and walk you through how to fix the issue. If you miss the call, you will be able to view a summary of the guidance in the Message Center.

 

Automatic classification and routing of tickets - In the new experience, we're taking the guess work out of ticket creation. By leveraging machine learning, we automatically classify the information you tell us about your issue to route the ticket to the right support agent for shorter resolution time. All you have to do is to provide a short description of your issue.

 

Personalized self-service options - Many of our customers want to solve their issues themselves. To enable you to better do so, we're improving the self-service support recommendations to be more intelligent and personalized. Recommendations are now based on both information you provide and our telemetry data. Based on this information, we not only point you to further relevant resources - such as troubleshooting tools, videos, or help articles - but in many cases, we also directly recommend a specific action for you in-line to solve the problem.Telemetry Based RecommendationsTelemetry Based Recommendations

Faster connection with support

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.

 

More to come

This is just the beginning. Our goal is to provide you with a smarter and more personalized support experience that helps you assure users' productivity. We're working on various enhancements that will roll out in the coming months, including the ability to see detailed solutions steps for tickets that have been closed.

 

Let us know what you think!

Try the support experience in the Office 365 admin center and provide feedback using the feedback link in the lower right corner in the admin center. We read every piece of feedback that we receive to make sure the Office 365 support experience meets your needs.

 

- Anne Michels, @Anne_Michels, senior product marketing manager for the Office 365 Marketing team

16 Comments
Trusted Contributor

This is great news, thanks for the update Anne! I love the simplification of the support experience and how smart it has become.

Contributor

Some of this has been in place a while now, and I've had event to use it a few times. The input form is so undemanding now that it probably promotes wildly incomplete (i.e. useless) questions. Is that a good thing?  It might explain why reps automatically call you shortly thereafter, even when you ask them not to, though they've always had some tendency to do that even when certain things are far better communicated/explained in email. I'm happy to speak with support when it makes sense to, but it doesn't every single time, especially right at the beginning.

Microsoft

Hi Brian,

thanks for the feedback. Support via email is actually a feature that many customers have been requesting and we're currently exploring and testing how to enable this going forward. We'll share more information on this in the coming months.

Thanks,

Anne

Deleted
Not applicable

@Anne Michels - Perfect! thanks for the heads-up.

Regular Contributor

Sorry, but till now I don`t see this as a step forward.
I miss the ability to provide phonenumber AND email address. Cannot provide enough information in the textbox and we cannot at attachments like logs or printscreens.
At first time seeing this, was indeed not able to open multiple tickets. And still miss the history of tickets.
Hope it will get better very soon.

 

Contributor

I find when you add screen shots to support your support ticket the technicians do not even look at them. They want to call you and remote in to see the everything. If I'm taking the time to take screen shots and attech them at least they can look at them and get a heads up to the issue at hand without even having to call.

Contributor

Michelle, that's something that I forgot to mention and which I agree with completely.

 

I remember once this year when the exact issue that I was having was documented, with screenshots, by a particular Windows Server blogger. It was laid out perfectly in the article. Anyone who even tried once could replicate the issue just by following the steps and trying. In addition to my summary of the issue, I linked to the article.

 

They still called and asked to remote in.

 

One other thing: I don't think the level of support that we have access to is for anything but the lowest-hanging fruit, which basically means that there's often no reason to contact support over trying to solve it yourself. If it's a difficult issue, or if it's, heaven forbid, "by design" (even if it's more or less a bug), five or seven phone conversations in, the ultimate "resolution" is that you're referred to Premier Support.

Valued Contributor
Is there any chance of CSP tenants to get direct support back? My current situation is that I email everything (and detailed) to my CSP support email address, and they somehow (mail? copy n paste?) forward it to Microsoft and an agent calls me back. Everytime I have to contact support there is pretty much no way a CSP would be able help, as mostly some service broke and wouldn't even be able to fix it. So this is an unnecessary step for us. Azure allows direct support, even thought he subscription is provided by the CSP.
Microsoft

Hi Peter,

we're working on enabling support via email and will also add the ability for you to provide an email address. You should be able to see your ticket history (there is an icon at the top) and also to open multiple tickets. To do so, you can simply open another ticket following the same steps as for the first ones. If those functionalities are not available for you, please send me an email with your tenant ID to anne.michels(@)microsoft.com. We have added that functionality for all customers in the new support experience.

Thanks,

Anne

Regular Contributor

Thanks Anne, I see "View older support tickets" Did not noticed this before.

Hi  @Anne Michels,

 

Last week some of my colleagues logged a support ticket for one of our customers. And the experience hasn't been great yet!

 

Quite quickly after reporting the issue the following appeared in the admin center:

 
 
Request opened #6598724
An engineer is being assigned to help you. Expect an email reply at mike@somemailprovider.com within hour(s).

So far Mike hasn't been contacted.

 

When I had a look in the admin center I found that there is no way to update the ticket. There are a few things that look like links but actually aren't clickable.

 

Is there any way for us to chase up the support engineer that has been assigned?

 

 

 
Microsoft

Hi @Pieter Veenstra,

 

If you send the ticket number to me at russell.read(@)microsoft.com, I can take a look and find out what's happening with the support ticket your colleague logged.

 

-thanks, Russell.

Occasional Contributor

I reverted to the old experience to see what would happen, and now I can't find a way to get back to the new experience. One support post recommended closing and reopening the Edge browser, which I did to no avail. Any other suggestions?

Microsoft

Hi @Tom Atkinson, you are unable to control which support experience you see. If we've enabled your tenant for the new experience, that's what you'll see. Otherwise, you'll continue to see the original support experience.

 

If you send me your Office 365 domain (either the onmicrosoft.com or the vanity domain you use with your subscription), I can tell you whether we've enabled the new support experience for you. If we have, and you aren't seeing it, we'll investigate and find out what's wrong. It would be helpful if you can send across a screen shot of the experience you see.

 

We are in the process of rolling the new experience out, so it's not uncommon to still see the original experience.

 

-thanks, Russell.

Occasional Contributor

Clearing my cache got me back to the new experience. Thanks for the quick reply!

Occasional Visitor

Hi @Russell Read, i am having an issue and sent you a mail on Russell.read@microsoft.com. can you please look into the matter for me as it is very urgent.

 

Thanks and regards,

 

Arun Sharma