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Can't create more than one Office 365 service request?

Anonymous
2017-05-15T21:13:39+00:00

Hi, for some reason I can't create an additional service requests in the Office 365 portal if a previous one is open. If I click on the Support dropdown menu, I have two options: Support and Customer Lockbox Requests. If I click Support, it brings up a sidebar that asks "Need help?". When I type in my topic and choose "Get help", I only see an option that says "Email in progress" for the other issue I am receiving support on.

This same thing happens in both the classic and new admin portals.

Is this expected behavior? How can I contact support with additional requests?

I'm attaching a screenshot here to help visualize this issue.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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Anonymous
2017-05-19T07:38:58+00:00

Hi Edward,

Thanks for your information in PM. Before move on, I need to double confirm that if you want to give up getting support for the primary question? There may need some time for the engineer to do some test for your question. I suggest you keep contacting with the engineer via email to solve it.

As posted above, I suggest you create a new admin account, no need to assign any license to it, just give it the admin role, and then you can open a request via the new admin account.

If you do want the engineer stop working on the primary request anymore and want to close the request, then I will try contacting our related team to see if we can do something helpful.

Thanks,

Linda

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  1. Anonymous
    2017-05-19T13:02:49+00:00

    Hi Linda, I just got an engineer to respond to my ticket, probably thanks to your involvement. They had been quiet for a couple of weeks prior to you getting involved. It seems we can proceed with the current ticket rather than creating a new one. Thank you for your help!

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  2. Anonymous
    2017-05-17T03:31:40+00:00

    Hi Edward,

    In this situation, I suggest you tell the engineer that you want to close your service request the next time if you still can contact him. Then you can open a new request with your current admin account. Or you can create a new admin account, no need to assign it any license just the admin role, and open a request via the new admin account.

    If you cannot contact him, I would like to collect your service request ticket number to check the status from our side. To protect your privacy, I have sent you a private message (PM) to collect them. You can check the PM via the link below:

    https://answers.microsoft.com/en-us/privatemessages/list 

    Regards,

    Linda

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  3. Anonymous
    2017-05-16T19:12:21+00:00

    Thanks Linda. What do I do if the existing service request is not being closed out? I can't get any response on the existing service request, and I need to create a new one for a different matter.

    My request will not be serviceable on this forum. I need to initiate manual port orders into Skype for Business, and I need a service request for that purpose per the KB article.

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  4. Anonymous
    2017-05-16T00:54:36+00:00

    Hi Edward,

    One admin account can only create one Office 365 service request once in a time. This is a normal behavior. As a workaround, you can use/let another admin account to create another service request.

    Meanwhile, we can help you in the forum. If you encounter any Office 365 related issues, welcome to open a new thread and share the details about the situation, we’ll try our best to provide assistance based on your exact scenario.

    Regards,

    Linda

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