start a support ticket

Question

How do enter a support ticket without being directed to the Q&A section or an AI response. AI response has already determined I need the assistance of a Asure specialist. I have purchase a support plan. Now help me start a REAL support ticket.

Answer 1

Hello Scott, sounds like you’re trying to open an actual Azure support ticket, but the portal flow is steering you to other experiences (like Q&A / AI assistance) instead. Here’s the supported way to create a real ticket from the Azure portal.

**Before you start: confirm you have the right permissions

In most cases, you must have the appropriate access to the subscription where the issue is happening:

• Owner, Contributor, or Support Request Contributor role at the subscription level, or
• a custom role with Microsoft.Support/* permissions If you’re trying to create a request without a subscription (for example, certain Microsoft Entra scenarios), you must be an Admin.

If permissions don’t line up, you can end up blocked from creating the support request successfully.

How to create a real support ticket:

Here are the steps you can follow to create support requests:

• Go to Azure portal > Search for Help + Support or https://portal.azure.com/#view/Microsoft_Azure_Support/HelpAndSupportBlade/~/overview
• Click on Create a Support Request.
• On right-side panel, enter Billing and click Go > select the issue with "Billing" > select your Subscription then click Next.
• Do not click on any suggested articles instead click on the Create support request on top of the panel.
  • Select the Issue type as Billing and, select the summary, problem type and problem subtype as per your issue like below > then click on Next.
• Do not click on any recommendation solution/article, instead click on the Return to support request then click Next.
  • Fill all the required information and provide a clear description of your issue and click Next.
  • Review and create as submit the support request.
  • You should receive an automated email within a few minutes and then be contacted by support team.

Kindly check the below documentation for more details: How to create an Azure support request - Azure supportability | Microsoft Learn

Hope this helps. If the information was useful, please consider accepting the answer and upvoting. Feel free to reach out if you need any further assistance. Thank you.

Answer 2

To open a real Azure support ticket and bypass Q&A/AI suggestions, use the Azure portal support request flow and always continue past the recommendation screens until the ticket form is shown.

Follow these steps:

1. Go to the Azure portal support creation page
   • Navigate to the Azure portal support request experience: https://portal.azure.com and then to Help + support.
   • Or use the direct support creation experience described in the Q&A guidance: https://portal.azure.com/#create/Microsoft.Support.
2. Start a new support request
   • In Help + support, choose Create a support request (or equivalent “Contact Support”/“Create support request” entry point).
3. Force the flow into ticket creation (skip solutions/AI)
   • In the “Problem description” or “Contact Support” screen, type a short description such as billing or your technical issue summary.
   • When the portal shows Recommended solutions, documentation, or AI suggestions:
     • Do not click any of the suggested solutions.
     • Instead, look for and select Create a support request or Return to support request (typically at the top-left or top of the pane).
   • This returns to or opens the full support case form.
4. Fill out the support request form
   • On the Problem description tab, complete:
     • Subscription (select the correct subscription with the support plan).
     • Service / Service type (for example, the Azure service where the issue occurs).
     • Problem type and Problem subtype (pick the closest match; exact choice can differ from examples).
     • Summary and brief description of the issue.
   • Select Next to move to Additional details.
   • On Additional details, provide:
     • Detailed problem description.
     • Any requested IDs (for example, Subscription ID) and optional file uploads (screenshots, logs).
   • Select Next to go to Review + create, then select Create to submit the ticket.
5. Track the ticket
   • After creation, an automated email is sent.
   • In the Azure portal, go to Help + support → Recent support tickets to view status and communications.

If programmatic creation is preferred, the same can be done via the Azure Support REST API or Azure CLI, provided the account has a valid support plan and the Support Request Contributor role on the subscription.

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References:

• Create an Azure support request
• Azure Support REST API Reference
• I need help with bill waiver on my subscription but cannot open a support ticket. - Microsoft Q&A
• Request for Refund – Accidental Charges in Pay-As-You-Go Subscription - Microsoft Q&A