Support Requests - Microsoft Engage Center

Support Requests - video guide

Overview

The Support Requests experience in Microsoft Engage Center provides a centralized view of all support cases associated with your workspace.

It enables you to:

  • View and manage active support requests
  • Track progress and communication with Microsoft support
  • Access case-level details, attachments, and history
  • Collaborate with stakeholders by sharing requests

Support Requests is designed to give you a structured list view of your cases, making it easy to identify, filter, and prioritize work. At the same time, it allows you to drill into individual cases to review detailed information, communications, and supporting artifacts.

This experience is optimized for case-level management and investigation, supporting roles such as Problem Managers who need to understand, track, and act on specific issues.

In contrast to Support Insights—where the focus is on identifying trends and patterns across cases—Support Requests is designed to help you take action on individual cases and move them forward to resolution.

Workspace Types in Support Requests

Support Requests is available across two workspace types. The core experience remains consistent, with additional capabilities available depending on the workspace type.

Support Services Workspace (individual)

An individual workspace provides a view of support requests for a specific set of customers, agreements, and services.

In this workspace type, you can:

  • View and manage support requests assigned to that workspace
  • Investigate and take action on individual cases
  • Collaborate with stakeholders on case resolution

This workspace is optimized for case-level execution and ownership, where requests are already scoped and aligned to a specific workspace.

Rollup Workspace

A rollup workspace provides a combined view across multiple individual workspaces, allowing you to view and manage support requests at a broader level.

In addition to the standard Support Requests capabilities, the rollup workspace introduces Case Assignment, which helps ensure cases are aligned to the appropriate workspace.

Case Assignment in Rollup Workspaces

In rollup workspaces, support requests span multiple underlying workspaces. Case Assignment ensures that each support request is aligned to the correct workspace for effective ownership, visibility, and resolution.

Case Assignment is a key capability for multi-workspace customers, helping ensure that support requests are managed in the right context and by the appropriate teams.

Why Case Assignment Matters

Without assignment, support requests may appear in a rollup view without being fully actionable.

Case Assignment helps to:

  • Ensure clear ownership of each support request
  • Align cases with the correct workspace scope and responsibilities
  • Improve visibility and accountability across teams
  • Enable effective case management and resolution workflows

How Case Assignment Works

Support requests may initially appear at the rollup level when they:

  • Are not yet assigned to a specific workspace
  • Span multiple workspaces or customers
  • Require alignment to the appropriate ownership context

Once a case is assigned to a Support Services workspace:

  • It becomes part of that workspace’s Support Requests view
  • It follows the standard case management workflow
  • It is visible to users within that workspace based on permissions

When Case Assignment Is Required

You may need to assign a case when:

  • A new support request appears in the rollup workspace but is not scoped to a workspace
  • A case is associated with multiple customers or agreements
  • Ownership of a case needs to be clarified or transferred
  • A case is not visible in an expected workspace

Assignment ensures the case can be managed, tracked, and acted on within the appropriate team context.

How to Approach Case Assignment

Identify the correct workspace

Determine which workspace should own the case based on:

  • Customer or account alignment
  • Associated agreements or services
  • Internal ownership or responsibility

Confirm scope and visibility

Ensure that:

  • The relevant agreements are associated with the target workspace
  • The appropriate users have access to that workspace

Assign the case

  • Assign the case to that workspace
  • Validate that it appears in the workspace’s Support Requests view

Monitor after assignment

  • Confirm the case is being actively managed
  • Ensure communications and updates continue within the assigned workspace

What This Means in Practice

  • Unassigned cases may appear in rollup views but are not fully aligned for action
  • Assigned cases become part of the standard Support Requests workflow within a workspace
  • Proper assignment ensures cases are visible, owned, and actionable

Best Practices for Case Assignment

  • Assign cases as early as possible to avoid delays
  • Ensure assignment aligns with customer ownership and service boundaries
  • Regularly review rollup views for unassigned or misaligned cases
  • Use case assignment to maintain clear accountability across teams

What This Means

While the core Support Requests experience—filtering, reviewing, and investigating cases—remains the same across both workspace types, the scope and management of cases differ:

  • Individual workspaces focus on managing and resolving cases already assigned to that workspace
  • Rollup workspaces provide a broader view across workspaces, with Case Assignment ensuring cases are routed and managed in the correct context

How Support Requests Works

Support Requests follows a consistent workflow designed to help you move from identifying cases to taking action at the case level:

  1. Apply filters to define your scope and identify relevant cases
  2. Review the case list to prioritize work based on severity, status, or ownership
  3. Open a support request to drill into detailed information, communications, and attachments
  4. Take action by collaborating with stakeholders and progressing the case toward resolution

This workflow supports an operational model, where you actively manage and advance individual cases.

How Data Scope Is Determined

Workspace scope

Support Requests shows cases that are assigned to the current workspace.

Identity and sharing

You can view:

  • Cases you created
  • Cases shared with you
  • Cases associated with your signed-in identity

Permissions

With additional permissions, you may also see:

  • All support requests across the workspace

Working with Support Requests

Filtering

Filters allow you to refine the list of support requests and focus on the cases most relevant to your work.

Supported filter categories include:

  • State
  • Severity
  • Product
  • Product family
  • Primary contact
  • Created date range

Filters apply consistently across the list and any exported data.

Support Requests List View Fields

Field Definition
Support Request Title The name or summary of the support request. Select this link to open the full Support Request Details page.
State The current status of the support request (for example, active or closed).
Sev The impact level of the issue.
Product The specific Microsoft product associated with the support request.
Product Family A broader grouping of related products.
Primary Contact The main individual from your organization associated with the support request.
Created Date The date the support request was originally submitted.

How to Use Key Fields to Prioritize Work

Prioritize by Severity and State

  • High severity + Active → Requires immediate attention
  • High severity + Closed → Recently resolved critical issue
  • Low severity + Active → Lower priority, monitor

Identify Cases That May Be Stalled

  • Older active cases may require follow-up
  • Cases tied to a specific contact can highlight ownership gaps

Analyze Workload by Product or Area

  • Identify products generating the most support requests
  • Spot trends across related workloads
  • Recognize areas needing additional attention

Focus Your View with Filters

  • Narrow to high-severity cases within a specific product
  • View recent requests
  • Isolate cases tied to a specific contact

Detailed View

Selecting a support request opens the Support Request Details page.

Overview

Provides detailed information about the support request.

Communications

Displays conversation history with Microsoft support.

Attachments

  • View files shared for troubleshooting
  • Upload attachments requested by Microsoft support

Sharing

  • See who has access
  • Share the request with others

Exporting Data

  • Export reflects your current filters
  • Data is scoped to the active workspace

Key Insights You Can Gain

  • Which cases are currently active or require attention?
  • Are there high-severity issues that need escalation?
  • Which cases may be stalled or aging?
  • What is the current status of a specific issue?
  • Where is support demand concentrated across products?

Best Practices

  • Use filters to focus on relevant cases
  • Regularly review active and aging requests
  • Monitor high-severity cases closely
  • Share requests early to align stakeholders
  • Review communications to stay current
  • Start with the list view, then drill into details

Frequently Asked Questions

Why don’t I see all expected cases? Support Requests shows only cases assigned to your workspace and visible based on your identity and permissions.

Can I view all cases across my organization? Yes, if you have the required permissions.

Can I share a support request? Yes. You can share requests with other users.

Does exporting include all data? No. Exported data reflects only the currently filtered view.

What should I do if something looks incorrect? Check filters, workspace context, and permissions. If the issue persists, contact your support representative.

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