We are a state government O365 client. We recently submitted a ticket for Microsoft Premier Support through O365 admin portal. We did not get a response and had to contact our support liaison and escalate within our state's contract oversight.

We were told we had not been contacted because there was no contact info in the ticket.

The fields in the form were "title", "error message" and "Description". After the ticket was created there was "Notes".

If contact info cannot be pulled from the account and must be in the ticket, then there should be separate, REQUIRED fields for contact info.