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Overview
Microsoft Engage Center is the new digital experience replacing Services Hub. Built on Azure, it brings new features to enhance your Microsoft enterprise support experience, alongside Services Hub. New features and capabilities will be gradually rolled out to help you optimize your Microsoft Unified experience. This article provides you with information to help you prepare for new features and capabilities.
Important Engage Center updates
Transitioning: Services Hub Manage Support Requests moving to Microsoft Engage Center
Starting October 15, the Manage all Support Requests capability will begin transitioning from Services Hub to the Microsoft Engage Center. This marks the beginning of a phased rollout that will continue through the end of 2025.
In the meantime, users should continue accessing support requests via Services Hub. Once your experience transitions, you’ll see a “Use the new Support experience” option, which will redirect you to Microsoft Engage Center.
The core functionality will remain familiar, but you’ll notice several enhancements to the user interface—such as improved filtering and navigation—to make managing support requests even more efficient.
Retiring: Services Hub Programs Feature
The Programs feature in Services Hub is being retired, and all customers should download any Programs reports they wish to keep by Monday, November 3rd. After this date, the Programs tab and related reports will be permanently removed, and any data not downloaded will be lost.
Files uploaded before the beginning of October will be included in the Shared Files migration to Engage Center, ensuring a seamless transition. CSAMs and CSAs can assist customers by downloading Program reports on their behalf and uploading them to Shared Files before October.
Action required: Notify your customers about the retirement of the Programs feature and urge them to download reports they wish to keep before November 3rd.
Capactity changing: Services Hub Newsletter Subscription capabilities
The ability to subscribe other users or distribution lists (DLs) to newsletters via the Services Hub Admin Center will be removed soon due to compliance issues. Registered Services Hub users will still be able to self-subscribe, but organizations must transition away from using DLs for newsletter subscriptions. Over the coming months, customers will need to clean up existing DLs from their subscriptions, with a deadline of December 31, 2025 for all members to register and self-subscribe as appropriate.
This change aligns with updated privacy and regulatory requirements and supports the migration of newsletter capabilities from Services Hub to the Engage Center platform.
Action required: CSAMs should proactively work with customers to identify and clean up newsletter subscriptions that include DLs or users who have not personally registered in Services Hub.
Transitioning: Services Hub Shared Files moving to Engage Center
The Shared Files feature in Services Hub will be migrated to Engage Center on Monday, October 6th. This transition is designed to be seamless for customers, with no loss of functionality, files, or access permissions. All existing capabilities will remain unchanged, and Incident Managers (IMs) will automatically receive upload and view permissions, enhancing their ability to manage and share documents.
The Experience will remain unchanged. Customers will select the Shared Files tab in the Services Hub and they will be taken to the Engage Center Shared Files feature for their experience.
Action required: CSAMs should communicate this change to customers, ensuring they understand that there will be no loss of functionality or access. CSAMs should also verify that customers have allowlisted the updated Engage Center URLs.
Branding Update
We’re excited to share that Engage Center completed a branding update to provide a more consistent and streamlined experience across our enterprise support digital platforms.
As part of this transition, all references to "Services Hub" within Engage Center platform were updated to reflect the "Engage Center" name and identity.
What changed:
- Updated branding within the Engage Center interface and site URL
- A clearer distinction between the Services Hub and Engage Center platforms
Important
As the branding update is complete, the legacy URL https://engagehub.microsoft.com will retire in November. To stay connected, update your bookmarks to: https://engagecenter.microsoft.com.
Why this matters:
This update enhances clarity and consistency, so you more easily navigate between tools while you access the latest support, learning, and IT health resources available on Engage Center and the Services Hub. The branding update also aligns with our broader efforts to modernize and simplify your digital experience with Microsoft.
Required action: Make sure your organization has allowlisted the updated list of Engage Center URLs to maintain uninterrupted access. For more information about the required URLs, review the Services Hub connectivity guide.
No additional action is required at this time; your site experience and functionality remain unchanged.
Management and administration
Depending on your network configuration, you might need to add the Engage Center URL to your allowlist. For more information, see Allow the Microsoft Engage Center URLs on your firewall or proxy server.
Engage Center is eligible to be targeted by conditional access policies. If you are utilizing conditional access policies, review the Microsoft Engage Center Connectivity Guide to ensure that your users are able to access Microsoft Engage Center.
Work together with your Microsoft Customer Success Account Manager (CSAM) to remove Services Hub Workspaces that are no longer needed or used. For more information, see Microsoft Services Hub Workspaces overview.
Subscribe to receive direct updates about Engage Center in your Profile. For more information, see Services Hub home page.
Frequently Asked Questions (FAQs)
The documentation on other pages seems inconsistent with the information shared on this page. Why are there differences?
Engage Center has been in a limited preview for a small set of customers for several months. The published documentation for Engage Center with feature details is specifically for these customers. This article details more functionality to be deployed before Unified and Premier support customers are migrated. As new functionality comes online in production, we'll update the rest of the documentation to match.