Bring back the old support portal/interface
The old support portal was easier to submit tickets. Also, I was able to update the tickets easily and even add supporting attachments to existing tickets. It appears that these options have been removed from the updated support interface. This makes the support system less effective as the end users now have difficulty adding supporting information to open tickets. I'm not even seeing the option to add attachments when opening a new ticket.
Also need to be able to see who is assigned, their notes, you know, the whole ticket. Who came up with the idea that posting this useless summary only was good for customers?
I understand they have locked out the support portal because the quality of Office has drastically reduced. We're now beta testers. There is no access to the support teams because they're inundated with tickets. We're going to need the old system back and a discussion with management to effect change. This system is horrible.
Hate the new support portal. How do you classified a ticket with only a question? ..Insane
You do not listen to your customer
Problem encountered with the new support portal:
There isn't a classification of request in the new portal. In the old support portal, I am able to state whether the request is related to CRM or Exchange or SharePoint..etc Hence, the respective support personnel will own the ticket and able to solve my problem.
With the new portal, this classification is removed. As a result, my CRM Online related requests submitted to the new support portal were owned by Office 365 who are not CRM Online trained. They mentioned that they are not able to help and they are not able to transfer to the CRM team. They can only close the ticket. What kind of support is this ?!
I concur 100%
Totally agree. The new is so **** if you already know which you want to be helped.