Describe How to Create a Support Request
Support requests for Microsoft 365 issues are typically raised through the Microsoft 365 admin center.
You can create a support request by performing the following steps:
- Log in to the Microsoft 365 admin center (https://admin.microsoft.com) and navigate to Support > New service request, see Figure 13.1:
Figure 13.1 – Creating a service request in the Microsoft 365 admin center
2. In the panel that opens, you can type in your questions. If applicable, a list of suggested solutions will be displayed. If no suitable options are displayed, you can select Contact Support at the bottom of the panel.
Self-help Options
In addition to Microsoft 365 support services, there are also several self-help diagnostic and troubleshooting tools available. As you enter details of your issue, you may be prompted to run diagnostics. Currently, self-help diagnostic tools are available for Teams (https:// learn.microsoft.com/en-us/microsoftteams/troubleshoot/teams-administration/admin-self-help-diagnostics), Exchange and Outlook (https://learn.microsoft.com/en-us/exchange/troubleshoot/ administration/self-help-diagnostics), and SharePoint and OneDrive for Business (https://learn.microsoft.com/en-us/sharepoint/troubleshoot/ diagnostics/sharepoint-and-onedrive-diagnostics).
3. On the Contact support panel, you can fill out any required information, select the preferred option to be contacted, and, once ready, click Contact me, as shown in Figure 13.2:
Figure 13.2 – Contacting support
Once a support request has been created, you can select the Support > View service requests option in the Microsoft 365 admin center to track the status of your service request or update it with new information, as shown in Figure 13.3:
Figure 13.3 – Service request history
While opening your support ticket, you may be asked to classify your service issue in terms of organizational or business impact. The Microsoft support matrix inTable 13.1 details how quickly support personnel will respond to issues:
As noted, opening service tickets and designating 24/7 resolution working hours will require someone from the organization to be constantly available to work on the issue until resolution. Microsoft uses a follow-the-sun approach, rotating support engineers and case managers throughout the 24-hour cycle to ensure constant availability.