A great feature with cloud services is the ability to open a service request within the Office 365 Admin Center. It is such a streamlined feature that, typically, a request can be made in less than 10 minutes. The Office 365 Admin Center allows specific admins to customize a service request to best fit their needs, and there’s even a step in which the system provides linked suggestions to helpful resources, catered to the information provided. The best part is that a ticket number is provided immediately after submitting the request, and the ticket is viewable from within the Admin Center right after submission.
To get started with opening a service request through the O365 Admin Center, an admin will first need to navigate and sign in to https://portal.office.com. Once signed in, the admin can select Support from the left-hand navigation pane, and then Overview. Under the heading, “Create a Service Request,” select the most applicable option – note that selecting More… at the bottom of this list will provide additional options.
After selecting an option, provide the Feature and Symptom by utilizing the respective dropdowns. After selecting the Symptom, two fields will populate below: Issue Summary and Issue Details. Complete these fields, providing as much information as possible, and select Next.
Once having arrived to the Review Suggestions page, review the list and, if one seems to address the issue, select it to self-serve. If the list of suggestions doesn’t seem to satisfy your needs, select Yes, continue. Note that selecting a suggestion will not lose progress made on the service request, but will instead open a new browser tab with the suggestion’s corresponding information.
The third screen, Add Details, requires specific information regarding the nature of the issue and its overall impact. Note that an email address example can be provided, along with the ability to attach a file, but these items are not required. Once the required fields are completed, along with either optional piece if needed, select Next.
On the final screen, simply review the information displayed, and, if all looks correct, select Submit Request. If any information appears inaccurate, select Back as many times as necessary until the applicable information can be edited. Once corrected, navigate back through the process to submit the request using the onscreen prompts.
Once the request has been submitted successfully it will appear on the Service Requests page. Note that the Reference Number is plainly shown, as well as the Title, Status, Assigned To, Opened, and Last Modified details. Also to note is that Reference Number is hyperlinked, and selecting it will drill into the request allowing an admin to view the Details, Notes and associated Files. To navigate to this page in the future, simply log into the portal, select Support from the left-hand navigation pane, and then Service Requests.
While this is an extremely useful way to open a service request, it’s always possible to call in and speak with a customer support agent directly on the phone; it’s just a matter of preference. Keep in mind that service requests in the portal can be utilized for a number of items, including but not limited to, technical issues, billing inquiries, and even general questions and/or concerns regarding online subscriptions.
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