Support needs to be able to transfer tickets to other teams
Due to the scope of the 365 support team, I am constantly finding I am being told by one team to open a new ticket with another team, for a specific element of what is essentially all the same problem.
This is incredibly frustrating, a waste of my time, and makes it more difficult for me to keep track of my open cases.
Support needs to be able to transfer a ticket to another team to save me doing this.
I would not expect Microsoft to pass a case to a server team, or on prem Exchange team for example, but at least within the teams that they have 365 services.
For example, if we have login issues with Outlook specifically, they have a Outlook/Office team, and an identity team, either of which I can open a case with.
If I open a case with one, they complete some investigation and say it needs to be looked at by the other, it's frustrating to then have to open another case and go through all the same initial rigamarole that has already been completed by the first team.
Appreciate they have different support methodologies and such, but would like to see them at least use the same support system at the backend to allow moving of cases like this between teams (especially if it requires some collaboration or back and forth between teams).
Unfortunately this probably isn't extremely likely. Some support departments have a different ticketing/case management system so options for transferring the case would have to run through some middleware to make the transition. That's something they're probably working on and there are some options now that they can transfer that weren't possible in the past like Dynamics.
The latter isn't likely to change though. They probably won't ever open an incident with server support for an onsite Exchange server for you because that's something that you have to pay for or use a support incident with one of the various support services like partner support or premier https://support.microsoft.com/en-us/gp/support-options-for-business?forceorigin=esmc .
People (understandably) try to use 365 support for things that aren't 365 products because it's free technical support, which isn't something you get with most Microsoft products. As a rule of thumb, if it's not a subscription-based product then support cases for it probably aren't included in the price.