Raise more than one service request at a time
As per my post on https://techcommunity.microsoft.com/t5/Admin-Center/Raising-support-requests/m-p/65505#M586 it seems that we now cannot raise more than one service request at a time, this was confirmed by a member of support during a call. However I am still not 100% it is not a bug.
If however it is by design this is a step backwards as we used to be able to raise multiple requests at a time and monitor the history of them, something which many GAs I am sure would want.
Support was good 12 months ago. Now it's rubbish. Proper rubbish. Really really rubbish. (with a capital R) RUBBISH
Peter Longley commented
The support seems very hit and miss, for example I raised a support call to change a Skype user number to a Service Number and was eventuallly told by support this was not possible. I googled it and then emailed the EU Port team at PTNEU@microsoft.com and the change was done within 10mins.
Really really bad experience.
The first days the 1.st level supporter worked hard and best of his ability.
When it turned out we had to escalate the ticket, the process basically stopped...
And now it isn't possible to open new tickets for new cases :-(
Just noticed this limitation today - very frustrating!
yes useless - especially when you are kept hanging for ages waiting for response to an existing ticket
Please fix this.
Why does Microsoft think there cannot be more than one issue worthy of a support ticket at the same time?
24/7 support for Office 365 can NOT mean: we take only one Service request at a time. 24/7 support means that my two simultaneous issues will be taken care of simultaneously. Or where in the licence terms does it say otherwise?
Open up the possibility to open multiple service requests, please.
Yeah, I need to second all of the comments so far. Not being able to open a second request (while an existing request is still open) makes no sense at all. Likewise, not being able to see ticket details makes the ticketing system worthless for our team.
Please fix this ASAP.
Bjoern Sjut commented
The new service/ticket experience is horrible. It's impossible to assign tickets with a specific issue to the right support team, we have to wade now through calls back and forth with much less qualified, barely English speaking first level support people. The time to close tickets must have gone through the roof.
Pablo Destefanis commented
Possibly one of the most shortsighted changes for Office365. We have about 1200 users, and we constantly have to open cases for issues we cannot resolve.
Licenses stuck, unable to delete sites, weird functionality after an "improvement" has been rolled out... all require support.
I hope this is not followed by a cheeky "offer to upgrade to premium support".
It seems the modus operandi is to let users stew for a while before offering what used to be provided for free (hello, PowerBI sharing!)
Not only is it a step backward, the current design is terrible is so many respects. I've not seen a worse ticketing system since managing it all on paper 30 years ago. We currently can only have one open. We only can see the beginning of the request online. No history available. Just bad.