HOW TO SUBMIT REAL SUPPORT REQUEST

Question

Hello,

I am trying to submit a support request in the Azure Portal for Azure Communication Services → Telephony / CNAM registration. However, whenever I click New Support Request, the portal only opens the Diagnose and Solve sidebar with AI suggestions. It does not generate a real support request or provide a case number / service key.

Answer 1

For this specific issue, CNAM registration has a separate documented process; it is not submitted as a normal Azure support case. Microsoft currently directs Azure Communication Services customers to email acstns@microsoft.com with “ACS Number Request -- CNAM Registration” in the subject.

Include:

Company name and website

Azure subscription ID, tenant ID, and Communication Services resource name

Each ACS-owned phone number and the caller name you want registered

Do not post those identifiers in this public thread. CNAM registration is currently limited to US local numbers, not toll-free numbers, and the caller name is limited to 15 characters. After carrier approval, Microsoft says publication takes about 48 hours.

If you need a separate technical support case, the Diagnose and Solve panel is part of the newer Azure support flow. Review the suggestions, then choose Return to support request and Next. Complete Additional details and Review + create; a case number is generated only after you select Create. If that button never appears, start from the portal's global ? menu > Create a support request (or Help + support) and confirm your account has permission to create requests for the subscription.

CNAM instructions:

https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/how-to-manage-your-calling-identity#how-to-register

Support-request flow:

https://learn.microsoft.com/en-us/azure/azure-portal/supportability/how-to-create-azure-support-request