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Schedule a support appointment in Partner Center

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Applies to: Partner Center | Partner Center for Microsoft Cloud for US Government

Appropriate roles: All users

This article walks through how to schedule a support appointment from within Partner Center, and provides recommended follow-up activities to help you successfully resolve your support issue. Scheduling an appointment is recommended in cases for which your help request is complex or you have low availability and aren't readily available to accept unscheduled calls.

Note

We use a Microsoft Teams meeting when we Schedule a support appointment.

Schedule support appointments

After you report a problem with Partner Center, you can schedule an appointment to meet with a support advocate on a Microsoft Teams call if:

  • Appointment scheduling is available for the problem type you reported
  • And a partner support advocate is assigned to your support request ticket

You will receive an email from your partner support advocate once they receive your request. Once you receive the email from the support advocate, you can return to Partner Center to schedule a Microsoft Teams call.

Note

Any Partner Center user can create a support request. Appointments are only available for support requests that you create in Partner Center using your work account. They're only available for certain problem types and with certain support teams.

To schedule an appointment

  1. Sign in to Partner Center using your work account, open the Navigation Pane in the upper left corner and select Help + support.

    Screenshot showing the icon used to open the navigation pane.

  2. From the My requests list, on the Help + support | Overview page, select the Schedule appointment link in the Appointment column for the support request needing an appointment.

    • "Not available for this request" means appointment scheduling isn't available for the problem type, or a partner support advocate isn't yet assigned.

    • If you do not see the Appointment column, select My requests. Schedule appointment cannot be used from the Organization requests tab.

      Screenshot showing the support request details page with the appointment column highlighted.

    • You can also schedule an appointment from within an individual support request. Just select the linked request ID from the My requests list, and then select the Schedule an appointment button from that request's Details page.

  3. Next, choose an Appointment date and Appointment time from the Schedule appointment screen. Your support advocate's available appointment times are shown.

  4. Select Schedule to book the appointment.

Your appointment date, time, and other information are displayed on the Details page, along with options to Reschedule and Cancel appointment.

Screenshot showing existing ticket with scheduled appointment information.

Post scheduling activities

The activities listed in this table can help you resolve your support issue efficiently.

Step Follow-up activity Actions
1. Verify the appointment
  1. Look for an email confirmation from Partner Center Appointments with the appointment date and time (in your local time zone). *Your support call is in your selected language, even though meeting confirmation and reminder emails might be in English.
  2. Check the request Details page for your appointment date, time, and other related information.
2. Your calender is sent the Teams appointment
  • No action, a Teams meeting appointment is sent to your email address
  • Alternately, you can open the Booking.ics file attachment in your confirmation email and save.
3. Forward the appointment to a colleague
  • Share the Teams link or forward the appointment email.
4. If necessary
Reschedule or cancel the appointment
  • Go to View my support requests in Partner Center and select the Reschedule or Cancel appointment button on your request Details page.
  • Deleting the appointment from your calendar will not cancel the appointment. Cancellations/reschedules must be done from within Partner Center.
If your support request is transferred to another support team, your appointment might be canceled. If that happens, you get a cancellation email explaining why. If the new support team can't schedule appointments, a support call might not be available.
5. Join the appointment
  • Select Join your appointment in the appointment email or calendar appointment.
  • When you join, you're placed in the Teams lobby until the partner support advocate starts the meeting.

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