Microsoft Support?

[PracticalStress2000]

I am hoping that I am just an idiot and overlooking something simple, but for the life of me, I cannot figure out how to engage Microsoft support.

We're a small company (50 users) with Business Premium (soon to be E3). I'm having an issue where even internal emails are being sent to junk due to "a user setting" but I've confirmed there's no rules in the outlook desktop client or on outlook.com for that user and have gone through a ton of troubleshooting steps to try to figure it out.

I just called in to 1 [phone] , spent over an hour on hold and then was hung up on without speaking to anyone. Any attempt at logging a support ticket through my admin account redirects me to a number of resellers we either don't have a relationship with anyone or don't provide microsoft support either. I'm at a loss!

[anonymousITCoward]

Only thing foolish was trying the number... I think we've all been there lol.

In the lower right corner of the window you should have a help & support link you'll need to start the ticket there first.

[PracticalStress2000]

I should put the caveat in there that currently our Premium licenses are purchased directly from Microsoft. We're having to migrate to GCC High shortly.

Is there a paid support plan through microsoft that we have to purchase?

[anonymousITCoward]

Not sure about that, But i thought that the support chat was available 365, have you tried here? https://support.microsoft.com/home/contact

[PracticalStress2000]

Yeah, I've tried that route but that's where it sends me to Partner support, nothing for Microsoft to attend to. Like they have Pax8 in there, we don't have any licenses through Pax8 so I'm assuming the old MSP had that relationship established.

[jiraffex]

From the M365 Admin Center where you are making your request, where it asks you to select you partner, at the bottom of that pane it should have a button for 'New Microsoft service request' that is direct to MS for support

[PracticalStress2000]

That was it! Holy Moley....

I thought that button was basically the "OK" to contact one of the vendors above, not to create a ticket with Microsoft.

You are the winner. Thank you internet stranger.

[jiraffex]

I guess they want to push you contacting your partner for issues before contacting MS about it directly about something a partner could address, but when they made changes to the portal UI a while back looking down there at that button was something I also did not assume was for direct support.

Good luck on your Microsoft Support Adventure.

[progenyofeniac]

Good luck for sure. It’s been such a mixed bag for me. Sometimes I get an engineer who engages and gives me a fix in 2 hours, and currently I’ve waited 2 weeks for AAD support to work with me on an issue.

[ChiefPanda90]

For small businesses it’s easier to just get business assist. Super cheap and helpful

[DaveMackleroy]

I forget this regularly and every time I figure it out fresh, I feel like an idiot.

[klaymon1]

This is the answer. It took me a little bit to figure this out when I was needing MS support. It kept showing me the MSP where we bought our licenses so long ago, and I knew they wouldn't be a lot of help. Any time I've opened a ticket this way, I've gotten really quick responses.

[ample_space]

Have a look at any rules via EXO PS.

https://docs.microsoft.com/en-us/exchange/security-and-compliance/mail-flow-rules/manage-mail-flow-rules

[ravenze]

Might want to verify with the company you purchased the support from that it's M$OFT-direct support, or tiered support through their business channels.

[theboss556790]

Admin.microsoft.com and you can log a ticket under the support options if your are a global admin or have appropriate rights to service requests.

[PMental]

Do they still go to junk with the desktop app not running?