Create a radial on ticket creation to confirm it is the correct tenant
As a Microsoft support agent we are held to a high privacy standard to protect our customers. This gets a bit convuluted when the customer has a third party IT support. Too many times a ticket is opened up under the IT company's tenant instead of the customer tenant we need to work on. This puts us in a bad situation as we have to tell them to open a new ticket under the correct tenant. This causes frustration and lowers customer satisfaction and delays resolution.
Solution: Add a Yes/No radial when creating a ticket asking if the tenant you are creating the on is the same tenant to troubleshoot. (Much like how SARA tool will ask "Is this the affected machine?")
If yes, ticket and be created. If no, a message will appear asking them to log into the correct tenant to create the ticket. Simple solution to help the customer which helps support to in turn, help the customer.