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Escalating issues with 365

%3CLINGO-SUB%20id%3D%22lingo-sub-1161336%22%20slang%3D%22en-US%22%3EEscalating%20issues%20with%20365%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1161336%22%20slang%3D%22en-US%22%3EHi.%20I%20have%20an%20open%20ticket%20that%20has%20been%20running%20for%20over%203%20weeks.%20The%20agent%20keeps%20sending%20to%20the%20back%20room%20but%20then%20forwards%20instructions%20to%20me%20that%20I%20think%20are%20intended%20for%20him.%20I%20have%20asked%20him%203%20times%20to%20escalate%20my%20issue%20because%20I%20have%20no%20confidence%20in%20his%20ability%20but%20he%20simply%20ignores%20this%20request.%20How%20can%20I%20escalate%20myself%20please%3F%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-1161336%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EEscalation%20365%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1161377%22%20slang%3D%22en-US%22%3ERe%3A%20Escalating%20issues%20with%20365%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1161377%22%20slang%3D%22en-US%22%3E%3CP%3EHi%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EIn%20the%20e-mails%20sent%20from%20the%20support%20agent%20it%20usually%20says%20%22please%20do%20not%20hesitate%20to%20contact%20me%20or%20my%20manager%22%20and%20an%20e-mail%20address%20to%20the%20manager%20in%20the%20bottom.%20Try%20to%20contact%20that%20person.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EYou%20could%20also%20start%20a%20new%20case.%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1161464%22%20slang%3D%22en-US%22%3ERe%3A%20Escalating%20issues%20with%20365%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1161464%22%20slang%3D%22en-US%22%3E%3CP%3EI%20agree%20with%26nbsp%3BLinus%2C%20if%20there%20is%20an%20option%20within%20the%20correspondence%20to%20speak%20with%20someone%20else%20higher%20up%2C%20that's%20worth%20a%20go.%26nbsp%3B%20Ideally%2C%20you%20want%20to%20talk%20to%20someone%20on%20the%20phone%2C%20so%20you%20can%20impress%20on%20them%20that%20this%20needs%20resolution%20or%20at%20least%20so%20you%20can%20understand%20better%20what's%20going%20on.%26nbsp%3B%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EOpening%20up%20further%20tickets%2C%20if%20possible%2C%20you%20shouldn't%20have%20to%20do%2C%20but%20where%20I%20used%20to%20work%2C%20they'd%20open%20multiple%20tickets%20if%20an%20issue%20wasn't%20being%20looked%20at%2C%20as%20sometimes%20a%20ticket%20would%20not%20go%20any%20further.%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1171285%22%20slang%3D%22en-US%22%3ERe%3A%20Escalating%20issues%20with%20365%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1171285%22%20slang%3D%22en-US%22%3EHi.%20Unfortunately%20this%20agent%20does%20not%20include%20this%20information.%20Looks%20like%20I%20will%20need%20to%20open%20a%20new%20case%20sadly.%20I%20would%20like%20to%20make%20a%20complaint%20at%20some%20point%20if%20anyone%20know%20how%3F%3C%2FLINGO-BODY%3E
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Coco123
New Contributor
Hi. I have an open ticket that has been running for over 3 weeks. The agent keeps sending to the back room but then forwards instructions to me that I think are intended for him. I have asked him 3 times to escalate my issue because I have no confidence in his ability but he simply ignores this request. How can I escalate myself please?
3 Replies
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Hi,

 

In the e-mails sent from the support agent it usually says "please do not ​hesitate to contact me or my manager" and an e-mail address to the manager in the bottom. Try to contact that person.

 

You could also start a new case. 

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I agree with Linus, if there is an option within the correspondence to speak with someone else higher up, that's worth a go.  Ideally, you want to talk to someone on the phone, so you can impress on them that this needs resolution or at least so you can understand better what's going on.  

 

Opening up further tickets, if possible, you shouldn't have to do, but where I used to work, they'd open multiple tickets if an issue wasn't being looked at, as sometimes a ticket would not go any further. 

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Hi. Unfortunately this agent does not include this information. Looks like I will need to open a new case sadly. I would like to make a complaint at some point if anyone know how?
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