Manage an Azure support request

After you create an Azure support request, you can manage it in the Azure portal.

Tip

You can create and manage requests programmatically by using the Azure support ticket REST API or Azure CLI. Additionally, you can view open requests, reply to your support engineer, or edit the severity of your ticket in the Azure mobile app.

To manage a support request, you must have the Owner, Contributor, or Support Request Contributor role at the subscription level. To manage a support request that was created without a subscription, you must be an Admin.

View support requests

View the details and status of support requests by going to Help + support > All support requests in the Azure portal.

All support requests

On this page, you can search, filter, and sort support requests. Select a support request to view details, including its severity and any messages associated with the request.

Send a message

  1. On the All support requests page, select the support request.

  2. On the Support Request page, select New message.

  3. Enter your message and select Submit.

Change the severity level

Note

The maximum severity level depends on your support plan.

  1. On the All support requests page, select the support request.

  2. On the Support Request page, select Change.

  3. The Azure portal shows one of two screens, depending on whether your request is already assigned to a support engineer:

    • If your request hasn't been assigned, you see a screen like the following. Select a new severity level, then select Change.

      Select a new severity level

    • If your request has been assigned, you see a screen like the following. Select OK, then create a new message to request a change in severity level.

      Can't select a new severity level

Allow collection of advanced diagnostic information

When you create a support request, you can select Yes or No in the Advanced diagnostic information section. This option determines whether Azure support can gather diagnostic information such as log files from your Azure resources that can potentially help resolve your issue. Azure support can only access advanced diagnostic information if your case was created through the Azure portal and you've granted permission to allow it.

To change your Advanced diagnostic information selection after the request has been created:

  1. On the All support requests page, select the support request.

  2. On the Support Request page, look for Advanced diagnostic information and then select Change.

  3. Select Yes or No, then select OK to confirm.

    Grant permissions for diagnostic information

Upload files

You can use the file upload option to upload a diagnostic file, such as a browser trace or any other files that you think are relevant to a support request.

  1. On the All support requests page, select the support request.

  2. On the Support Request page, select the File upload box, then browse to find your file and select Upload.

File upload guidelines

Follow these guidelines when you use the file upload option:

  • To protect your privacy, don't include personal information in your upload.
  • The file name must be no longer than 110 characters.
  • You can't upload more than one file. To include multiple different files, package them together in a compressed format such as .zip.
  • Files can't be larger than 4 MB.
  • All files must have a valid file name extension, such as .docx or .xlsx. Most file name extensions are supported, but you can't upload files with the extensions .bat, .cmd, .exe, .ps1, .js, .vbs, .com, .lnk, .reg, .bin,. cpl, .inf, .ins, .isu, .job, .jse, .msi, .msp, .paf, .pif, .rgs, .scr, .sct, .vbe, .vb, .ws, .wsf, or .wsh.

Close a support request

To close a support request, send a message and let us know you'd like to close the request.

Reopen a closed request

To reopen a closed support request, create a new message, which automatically reopens the request.

Cancel a support plan

To cancel a support plan, see Cancel a support plan.

Next steps