How to get support in Microsoft Endpoint Manager admin center

Microsoft provides global technical, pre-sales, billing, and subscription support for device management cloud-based services. These cloud-based services include Intune, Configuration Manager, Windows 365, and Microsoft Managed Desktop. You can access support for all of these options from Help and support in the Microsoft Endpoint Manager admin center. In this article, we explain how to get to Help and support and review your different support options from within the admin center.

To access support resources in the Endpoint Manager admin center, including creating and managing a support incident, your account must have an Azure Active Directory (Azure AD) role that includes the action microsoft.office365.supportTickets. Guest users are an exception: they can't file support tickets, even when granted the correct action. For information about Azure AD roles and permissions that are required to create a support ticket, see administrator roles in Azure Active Directory.

Support is available both online and by phone for paid and trial subscriptions. Online technical support is available in English and Japanese. Phone support and online billing support are available in other languages.

Access Help and support

Use one of the following links to open the Microsoft Endpoint Manager admin center. The link you use depends on how your tenant is hosted:

To access help and support in the admin center, you have some options:

  • Go to Troubleshooting + support or another node in the admin center and select Help and support to open a full screen experience of Help and support.

    Screenshot that shows how to get to help and support from Troubleshooting and support in the Microsoft Endpoint Manager admin center and Microsoft Intune.

  • From any node in the admin center, or your current area of focus, select the question mark (?) near your profile pic to open the Help and Support pane.

    In the following example, select All services and then select the question mark (?). Help and support opens:

    Screenshot that shows how to get to help and support using home, dashboard, or any other option in the Microsoft Endpoint Manager admin center and Microsoft Intune.

    When you open Help and support this way, it's pinned at the side. You can select any other option and it stays pinned.

Choose the right support scenario

In Help and support, select any available option to focus support on your scenario. You’ll only see tiles for the services that you have subscriptions to use.

In the following example, you see the different services available in this subscription:

Screenshot that shows the available help and support services in your subscription in the Microsoft Endpoint Manager admin center and Microsoft Intune.

The following information can help you choose the correct focus:

  • Intune:

    • Managing devices with Intune
    • Endpoint analytics for Intune devices
  • Configuration Manager:

    • Desktop Analytics
    • Endpoint analytics for Configuration Manager devices
    • Tenant attach for Configuration Manager devices

    For issues with on-premises Configuration Manager, open your case at www.support.microsoft.com.

  • Co-management:

  • Microsoft Managed Desktop:

    This tile is available only to Microsoft Managed Desktop customers.

    • Information requests for the Microsoft Managed Desktop tenant or configuration
    • Change requests to the configuration of Microsoft Managed Desktop devices
    • Reporting an incident or outage

    If you're a Microsoft Managed Desktop customer, selecting that tile for Microsoft Managed Desktop related issues will take you to the Service Requests page. For more information on Service Requests, see Admin support for Microsoft Managed Desktop.

  • Windows 365:

    • When you have a subscription for Windows 365, this tile opens Help and support for Windows 365.

Tip

Help and Support might fail to open for newly created tenants, and the following message is presented:

  • We encountered an unknown problem. Please refresh the page but if the problem persists, please create a case through M365 Admin Center and reference the session ID provided.

The error details include a Session ID, Extension details, and more.

This problem occurs when you've not authenticated and accessed the How can we help? page from your new tenant account through either the Microsoft 365 Admin Center at https://admin.microsoft.com, or the Office 365 portal at https://portal.office.com. To resolve this problem, select the link for Microsoft 365 Admin Center in the message, or visit https://portal.office.com, and sign in. Following authentication at either site, go to the Admin area and click the Need Help icon in the lower right. After completing these steps Help and Support for Intune becomes accessible.

Review your support options

After you select a support scenario, the admin center presents the Help and Support page where the support scenario you’ve selected appears at the top (1). If the wrong support scenario was selected, you’ll need to go back to make a different selection.

Note

To access support scenarios in the Endpoint Manager admin center, your account must have an Azure Active Directory (Azure AD) role that includes the action microsoft.office365.supportTickets.

Screenshot that shows the How can we help window in the Endpoint Manager admin center and Microsoft Intune.

Above the How can we help? title, there are three icons that you can select to open different panes: Find solutions, Contact support, and Service requests. The pane you’re viewing is identified by which icon is underlined. By default, the Help and support page opens to the Find solutions pane.

Tip

Customers with a Premier or Unified support contract have additional options for support. If you've a Premier or Unified support contract, you'll see a banner similar to the following image:

Screenshot that shows the premier support option in the Endpoint Manager admin center and Microsoft Intune.

Search for solutions

Screenshot that shows how to search for solutions in the Endpoint Manager admin center and Microsoft Intune.

On the Search for solutions pane, specify a few details about an issue in the provided text box. As you enter details, the console might offer suggestions based on what you've entered. Depending on the presence of specific keywords, the console offers one of two support experiences depending on what is available for the product you selected: the traditional support experience and the updated support experience.

Traditional experience

For products that use traditional support, when you enter keywords, the Search for solutions pane returns one or more of the following options. These options are based on the details you provide:

  • Run diagnostics – From the console you can start automated tests and investigations of your tenant that can reveal known issues. When you run a diagnostic, you might receive mitigation steps you can take to help resolve the issue.
  • View insights – Find links to documentation that provide context and background specific to the product area or actions you’ve described.
  • Recommended articles – Browse suggested to troubleshooting articles and other content related to the issue you’ve described.

For example, for Microsoft Intune you might enter device enrollment failure. With these criteria, your results include the option to run diagnostics for a user account:

Screenshot that shows the need help pane to run diagnostics, view insights, and read recommended articles in the Endpoint Manager admin center and Microsoft Intune.

Running the diagnostics can identify issues for that account in Azure AD. In this example, the user wasn’t assigned a license for Intune, preventing the device enrollment, and we see a link to relevant content:

Screenshot that shows the diagnostic results in the Endpoint Manager admin center and Microsoft Intune.

Updated support experience

This support experience is currently available for Intune and Co-management.

Some keywords will lead to an enhanced experience that helps you drill down to more scenario-specific support. For example, you're using Microsoft Intune and enter a generic search for Need help with Intune. You'll see several more focused scenarios you can select to clarify the problem and find more focused results.

Screenshot that shows scenario options in the Endpoint Manager admin center and Microsoft Intune.

When you select a scenario, new options are offered to help narrow down the issue.

Screenshot that shows filtered scenario options in the Endpoint Manager admin center and Microsoft Intune.

When presented, you can run automated tests or diagnostics where applicable, and view insightful information to help troubleshoot the problem. You might also see remediation steps to help you fix the issue.

Contact support

The Contact Support option is available after you provide some basic keywords on the Search for solutions pane. You can use this pane to file an online support ticket for a supported service.

Important

For technical support with third-party products that work with Intune (like Saaswedo, Cisco, or Lookout), contact the supplier of that product first. Before you open a request with Intune support, make sure you configured the other product correctly.

Screenshot that shows how to select the contact support icon in the Endpoint Manager admin center and Microsoft Intune.

When requesting assistance, provide a description of the problem with as much detail as needed. After confirming your phone and email contact information, select the method of contact you prefer. The window displays a response time for each contact method, which gives you an expectation of when you'll be contacted. Before submitting your request, attach files like logs or screenshots that can help fill in details about the issue.

Screenshot that shows the contact support form in the Endpoint Manager admin center and Microsoft Intune.

After you fill in the required information, select Contact me to submit the request.

Service requests

The Service requests pane displays your case history. Active cases are at the top of the list, with closed issues also available for review.

Screenshot that shows your service request list in the Endpoint Manager admin center and Microsoft Intune.

If you have an active support case number, you can enter it here to go to that issue. Or, you can select any incident from the list of active and closed incidents to view more information about it.

When you're done viewing details for an incident, select the left arrow that appears at the top of the service request window just above the icons for the How can we help? pane icons. The back arrow returns the display to the list of support incidents you've opened.

Premier and Unified support options

As a customer with a Premier or Unified support contract, you can specify a severity for your issue, and schedule a support callback for a specific time and day. These options are available when you open or submit a new issue and when you edit an active support case.

Severity - The options to specify the severity of an issue depend on your support contract:

  • Premier: Severity of A, B, or C
  • Unified: Critical, or non-critical

Selecting either a severity A or Critical issue limits you to a phone support case, which provides the fastest option to get support.

Callback schedule - You can request a callback on a specific day and time.

Next steps