To enable you to better do so, we're improving the self-service support recommendations to be more intelligent and personalized. Personalized self-service options - Many of our customers want to solve their issues themselves. All you have to do is to provide a short description of your issue. By leveraging machine learning, we automatically classify the information you tell us about your issue to route the ticket to the right support agent for shorter resolution time. If you miss the call, you will be able to view a summary of the guidance in the Message Center.Īutomatic classification and routing of tickets - In the new experience, we're taking the guess work out of ticket creation.
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Proactive support - Instead of waiting for you to call us, if we detect certain issues with your service - for example failures in your experience with Skype for Business calls - we will give you a courtesy call proactively and walk you through how to fix the issue. Your choice of support Intelligence built-in We have brought back that functionality to all customers and are working to add back the ability to add attachments by end of October. Please note: We apologize for the inconvenience that some customers were not able to open multiple tickets and view their ticket history during the rollout process. Only your contact information is needed to create the ticket. Simply type in your issue and click on "Get help." We'll give you suggested solutions or options to contact support. In the "Need help" pane, you can choose between several options - ranging from self-help tools to being contacted by a support agent. Your choice of support - Support issues vary in nature and complexity - and while sometimes you want to talk to a support agent directly, in other situations it's more convenient to solve the topic independently. Quickly open a support ticket by clicking on the "Need help" button You can now quickly open a new ticket and track existing ones from wherever you are within the Office 365 admin portal. The new support experience provides several major enhancements:Įasy access to support - To connect you to support assistance as quickly as possible, we've put the "Need help" button on the bottom-right corner of each page in the Office 365 admin portal. The new experience will be rolling out over the next couple of weeks and will be available to all customers by the end of October. Whether you are an IT admin in an enterprise company with thousands of employees, or the owner of a flower shop with five employees, you depend on Microsoft to provide excellent support so you can focus on your business.īased on customer feedback, we've updated the Office 365 support experience to provide you with faster and more efficient support that helps you to get the most value out of Office 365. Having fast, efficient, and trustworthy support is extremely important for all Office 365 customers.
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