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DanielHuberICX
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Joined 9 years ago
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Re: Sync multiple calendars in one
Well, me too having the same issue. In addition, one account being a Groupwise account, go figure. I wonder how one does manage such situations. Best (non technical) practice sharing would be nice. On the technical side, one might try to do something with Microsoft Flow. Not perfect and quite ugly, but at least half-automated. Since Flow is running per O365 account, you need a flow making a copy of each new appointment, tag it with a keyword, and invite the destination calendar without requesting a reply. I'm sure someone having a much closer understanding of calendars, flows and such, might be able to create a custom flow that does it without having to create a local copy of each meeting in each calendar. My sledge hammer approach is ugly.. told you. It's not working for icloud agendas, though. At least I have not seen a flow icloud calendar connector. I do not know much about apple calendars on icloud, but perhaps there is a way with flow webhooks? If yes, that would open up other possibilities too, right? There are some iOS calendar applets on IFTTT which might work with the Office 365 calendar applets. But again, you have to try. I am far away from using apple stuff ;-) If someone out there is reading and is going to work on a test or implementation with flow, let me know. I am interested to contribute. Even if I am only able to test...259KViews0likes2CommentsRe: Where can I complain about HW product quality (Surface Book)?
Hello Richard Jenner , "them" is a difficult task over here in Switzerland. The Microsoft reseller I bought that device from points to the 2-year warranty which is over. Microsoft itself offers a refurbished device for another CHF 600 as far as I was able to figure out. But I do not only want to not buy a refurbished unit, I want to complain. Microsoft seems not to want to listen. Dan1.1KViews0likes1CommentTemporarily suspend email reception for one domain in a tenant, without non-delivery?
I have a tenant with several domains. I need to move one of those domains to another tenant. During that move, I like to temporaily hold the reception of emails to that domain, for about an hour or so, without generating non-delivery reports for the senders. Incoming emails would just be delayed until I re-enable reception/delivery. How could this be done? Thanks DanielSolved2KViews0likes2CommentsRe: Quality of Office 365 support is sinking..
Hello RussellRead, I have three generic questions you might or might not be able to answer. (btw, I really appreciate very much you taking the time to try to help us here, even if this is not your main responsibility, as I think I have understood on your comments). Question 1: I am logged into the Office 365 partner console and see all our tenants. I can open service requests for each tenant. But I do not see anywhere the possibility to see all open tickets across all tenants in one place or view. Should that be or is that not possible at all? IMHO, it should be possible for MPN partners taking care of several tenants to see all tickets of all tenants (possibly of all users in those tenants having opened a ticket) in one place. Hopefully with some history as well. Question 2: When I log into a specific tenant with the same login I used to open tickets, I cannot see old tickets at all. What I see is only the tickets that are currently open. Should I not be able to see all open and closed tickets for at least a couple of months back? Question 3: If I, as an Office 365 user, or as an Office 365 MPN partner looking after several tenants, have an issue with the quality of support in general (not related to one specific ticket, but really overall), is there an official way to reach someone responsible for the support process to discuss the issues with? Explanation: When I address the engineers working on tickets, I do not talk to the right level. Those engineers are interested to fix the Office 365 issue and not the Office 365 overall support process. Talking with their manager won't do either. Having this discussion here in this forum is a nice refreshment, but at the end I do not get a satisfying answer. Thanks Daniel6.1KViews0likes0CommentsRe: Quality of Office 365 support is sinking..
Shane Bryan Which reminds me of another little .. hmm.. annoyance? It happens that I work on an issue until late night. Then I decide to open a support ticket because I'm stuck. I am in CET time zone. When I open a ticket at 10pm, it obviously will be routed to the team that is active at that time (covering the US timezones for example). I know that I am not called back in the night, but I still add a remark in the text of the ticket that I am in the CET timezone and I wish to be contacted during the CET business times. Yet, if someone contacts me, they try still in the middle of (my) night. Based on this discussion here, I would assume that there are different support partners covering different timezones around the world. And apparently they are not able (or do not know how?) to transfer a ticket to another support team that is covering the customers (my) timezone... Daniel6.3KViews0likes1CommentRe: Quality of Office 365 support is sinking..
Hello John Twohig, Just some idle thoughs... Would be interesting what Microsoft refers to when they say "partners". My assumption is that they refer to their outsourcing partners for support. Today, at least level 1 is not delivered by Microsoft. I usually ask them for whom they work and the engineers are very hesitant to admit that they work for someone else than Microsoft. There is nothing wrong with that. Outsourcing is a cost reduction measure. But it also gives away the ability to measure directly the pulse of the customers. And it's a strategy which can go wron terribly, if the outsourcing partners are selected by $$ only and quality is not measured correctly. "partners" cannot be the partners in the Microsoft Partner Network (I am such a partner). We clearly need support and cannot do all by ourselves. Daniel6.3KViews0likes0CommentsRe: Quality of Office 365 support is sinking..
Hello Vasil Michev, Thanks for your answer. Indeed, the "30 mins callback" promise seems to be the main issue here. On the other hand, translating the current situation of 2-day up to 2-week callback into a new "promise" is hardly what Microsoft wants. Imagine "we will call you back in 2 weeks"... I think there is more behind this than the promise. There should be a sound balance between the capabilities of a support system and the advertisement given for it. Otherwise it will produce a lot of negative feedback and/or customer dissatisfaction. Looking at the profile of Anne Michels, it looks like it touches on what she is doing. Office 365 is currently, as experienced from the customer side (albeit we are a partner with not just a few tenants), unbalanced in that sense. There is a bad response time at the start, but also too much time elapsing between contacts when the problem is not solved at the first attempt. That I as a customer cannot comment or feedback on this in the questionnaire is a clever oversight of the question list. Intended or not. My wish, of course, would be that Microsoft is rebuilding the capabilities to fulfill the 30 minutes promise again. Office 365 support used to be good. Very good in fact. Can we go back to that? Daniel6.5KViews0likes14CommentsQuality of Office 365 support is sinking..
Just wonder how you perceive this. I post this here since I have not found a better place to do so. If I discuss this with a support person, all I get is an apology and that they cannot change it... Over the last, let's say 8-10 months, Office 365 support has dropped in responsiveness dramatically. That is, if I open a support case for an Office 365 tenant, the admin portal tells me that I will be contacted within 30 minutes. I would also accept 60 minutes or even 2 hours. But fact is that for all the tickets I've opened in the last 8 months, my waiting time for someone contacting me was between 2 days and 2 weeks (!). Adding a note to the ticket every day or so does not help. It still tells me that I am being contacted in 30 minutes, but nothing happens. Now, I am working for a Microsoft partner. That means that I am using the Office 365 partner portal, accessing many tenants from there for support. If someone from support does actually contact me, they usually ask me for more information. However, the email I get does indicate the ticket number only. Also in the text they usually write, they do not offer a hint for which problem they contact me. In the partner portal, there is no overall view of all open tickets for all tenants. This means that I need to maintain an own list of ticket numbers with problem description. Or I need to dive in to each tenant and try to find the ticket. Suggestion: There should be a list on the partner portal level across all tenants.. Sometimes I get an email message telling me that they have unsuccessfully contacted me on my phone number(s). Yet if I check my incoming call log, there was no attempt listed at all. There may be several possible reasons for that, but I am suspicious. As soon as I am contacted successfully by phone, I usually have to tell those support people that I am not the average user but an experienced Office 365 admin. Otherwise I am asked very silly base level questions. Although my problem description should give them a hint that I usually do not have simple user level issues. Sometimes the first level support does not have the right level of knowledge. Once they realize that, my ticket is eventually forwarded to another engineer (there seems to be some kind of penalty when they do that. how else could I explain that they sometimes hesitate to do so). I would have assumed that the information collected would be forwarded too. But that does not seem the case. In one of the recent tickets, I was asked by 3 (!) different engineers to repeat (!) virtually the same troubleshooting steps, each time in 1-2 hour live screen sharing sessions. Each engineer did find the same issues again. When the ticket was assigned to engineer number 4, I refused to do the troubleshooting once again and asked him to consult with the engineers having done the troubleshooting before. He did.. and the result was that the problem was found. I do not have issues with the support engineers. Especially the 2nd level engineers are very helpful and skilled. 1st level is mixed. One can be lucky and get someone on the phone who is good. Most of the time they have, however, consult with their group leader or something like that. Last issue I have is that once the problem is solved and/or the ticket is closed, I am asked to fill out a questionnaire. The problem I have with this is that it only asks about the support in general and the performance of the support staff. There is no question that would give me a chance to rate the response time. So I do have to rate the overall support as BAD, which is in fact very unfair to the support engineer. But there is no other way to get attention into the system. Anyone has similar experiences with Office 365 support? I have to say that Office 365 support about a year ago was first class and super fast. Not anymore, though.. Daniel9.7KViews4likes34Comments
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