Open a new Support request - Microsoft Engage Center

Important

Support experiences:

Enhanced: This experience provides an enhanced self-help support request creation process.
Support AI Assistant: This experience provides an AI-assisted self-help support request creation process.
New Support AI Assistant: This experience provides the newest AI-assisted self-help support request creation process.

Use the following section of this article to identify which support process you have.

Select the correct experience

At the top of this article, you can see a row of three selectors:

These allow you to select the correct set of instructions for your support request creation experience.

If you don't know which experience you have access to, here's how to identify which set of instructions you need:

Sign in to Microsoft Engage Center.
In the side menu within Engage Center, locate the Support section, select Help + Support, then continue to step three to determine which set of instructions you should follow.
After you select Help + Support in Engage Center, you should see one of three views:

Support request creation form

If you see this support request creation form, select Enhanced experience from the tabs at the top of this article, then follow the provided instructions.

AI assistant prompt

If you see this AI assistant prompt, select Support AI Assistant from the tabs at the top of this article, then follow the provided instructions.

Enhanced AI assistant prompt

If you see this new AI assistant prompt, select New Support AI Assistant from the tabs at the top of this article, and then follow the provided instructions.

Important

Make sure you also review our connectivity guide and allow list the necessary URLs.

Allow list websites

Depending on your company network configuration, you might need to add certain URLs to your allow list to use the new platform.

For more information, see Microsoft Engage Center connectivity guide.

Create a new support request - video guide

The following video provides an overview and walkthrough of our enhanced Support request creation experience.

Continue to the following section for written instructions on how to open a support request through the enhanced experience.

Begin the process for the enhanced experience

Note

If you encounter an error about entitlement when you try to open a support request in the enhanced experience, it's likely that the workspace you're using needs to be configured correctly.

To resolve this error, reach out to your CSAM and let them know you received the message. When your CSAM replies and confirms that the necessary changes have been made, go back to the enhanced support request creation process and verify that you have access to create support requests.

To open a new support request:

Sign in to Microsoft Engage Center.
In the side menu within Engage Center, locate the Support section, then select Help + Support.

Follow the new process

Note

The new self-help process is available in 19 languages. For a list of the supported languages, see Support self-help localization.

The self-help function is built on Azure self-help capabilities within a modernized platform. Microsoft empowers you with rich articles to self-serve based off your product and problem selections.

Select a Product Family from the dropdown.
Select a Service Type, Product Version, problem type, and problem subtype.
If we have appropriate articles, the self-help feature recommends them to you after you enter your product and problem.
If there are no applicable self-help articles and recommended steps for your problem, or if the provided self-help content doesn't solve your problem, you can continue to submit a new support request.

Fill in your new support request form

The new support request form has three main sections:

Problem Description
Additional Details
Review + Create

In the Problem Description section, select your Service type, Problem type, and Problem subtype from the dropdown lists if they aren't already filled in for you.

Then provide a summary of your current problem.

Note

Depending on your screen settings, you may need to scroll down to see and select "Next".

Select "Next".
In the Additional Details section, fill in all the required sections to provide additional details related to your problem support request.

Select "Next".
In the Review + Create section, review all the information you've provided.

If everything is correct, select "Submit".

After your request is successfully submitted, the site displays a list containing your new support request.

Contact Engage Center

You can also go to our Get Help page to contact us for help with Engage Center website.

Support Contacts

Only a Support Contact can open a support request.

Select the correct experience

At the top of this article, you can see a row of three selectors:

These selectors help you choose the correct set of instructions for your support request creation experience.

If you don't know which experience you have access to, use the following steps to identify which set of instructions you need:

Sign in to Microsoft Engage Center.
In the side menu within Engage Center, locate the Support section, select Help + Support, and then continue to step three to determine which set of instructions you should follow.
After you select Help + Support in Engage Center, you should see one of three views:

Support request creation form

If you see this support request creation form, select Enhanced experience from the tabs at the top of this article, and then follow the provided instructions.

AI assistant prompt

If you see this AI assistant prompt, select Support AI Assistant from the tabs at the top of this article, and then follow the provided instructions.

Enhanced AI assistant prompt

If you see this new AI assistant prompt, select New Support AI Assistant from the tabs at the top of this article, and then follow the provided instructions.

Important

Make sure you also review our connectivity guide and allow list the necessary URLs.

Allow list websites

Depending on your company network configuration, you might need to add certain URLs to your allow list to use the new platform.

For more information, see Microsoft Engage Center connectivity guide.

Begin the process for the Support AI Assistant

To open a new support request:

Sign in to Engage Center.
Select "Support" from the primary navigation ribbon along the top of the page.
Select the blue “Open a support request" button.

Enter the new experience

Select "Use the new Support Experience".

This leads you to the new Support AI Assistant support request process. The following section provides instructions for you to follow when you arrive there.

Follow the new process

The new Support AI Assistant provides access to solutions and support by using publicly available information to help you:

Troubleshoot issues
Integrate MS learn solutions
Create support requests

Use the dropdown selector to begin filling out the "How can we help you?" section with information on your current issue.
Use the rest of the dropdown selectors that appear after the first one to provide more information about your issue.
If we have recommended troubleshooting steps for your issue, the Support AI Assistant recommends them after you fill in the last dropdown selector.

If we don't have recommended troubleshooting steps for your issue, the Support AI Assistant provides a message stating this, followed by options for you to select either "Continue Troubleshooting," "Create a support request," or "Done".

If the recommended steps and/or documentation solve your issue, select "Done".

If you still need more help, you can select "Continue Troubleshooting" or "Create a support request."
If you select "Continue Troubleshooting", the Support AI Assistant prompts you to provide more information.

The Support AI Assistant then provides any information and help it can for your stated issue:

After the Support AI Assistant responds with its attempt to help, you can once again choose between "Create a support request" and "Done".

Select "Done" if the latest information solved your issue. Select "Create a support request" if you still need more assistance (go to step five for instructions).
If you select "Create a support request," the Support AI Assistant sends you to the "New support request" page, and you can fill out and submit the form there to open a new support request for your issue.

The system automatically fills in some of the information you already provided the Support AI Assistant with about your issue to get you started with the new support request form.

Fill in your new support request form

The new support request form has three main sections:

Problem Description
Additional Details
Review + Create

In the Problem Description section, your Service type, Problem type, and Problem subtype should already be selected from the dropdown lists. This is pulled from the information you provided to the Support AI Assistant already.

In the box labeled "Summary", fill in whatever explanation and background you want to provide about your current issue.

Note

Depending on your screen settings, you might need to move down to see and select "Next".

Select "Next".
In the Additional Details section, fill in all the required boxes to provide additional details related to your problem support request.

Select "Next".
In the Review + Create section, review all the information you've provided.

If everything is correct, select "Submit".

After your request is submitted, the site shows you a confirmation screen.
On the confirmation screen, select "View your support request on Engage Center".

Selecting this redirects you back to Engage Center 1.0 experience.

Contact Engage Center

You can also go to our Get Help page to contact us for help with Engage Center website.

Support Contacts

Only a Support Contact can open a support request.

Phone Support

To call Microsoft support, go to our Support page. Select the phone support icon and then you can toggle to your region. You will be asked to provide your Access ID, which is used to verify your identity and connect your request to the appropriate support contract.

Select the correct experience

At the top of this article, you can see a row of three selectors:

These selectors help you choose the correct set of instructions for your support request creation experience.

If you don't know which experience you have access to, use the following steps to identify which set of instructions you need:

Sign in to Microsoft Engage Center.
In the side menu within Engage Center, locate the Support section, select Help + Support, and then continue to step three to determine which set of instructions you should follow.
After you select Help + Support in Engage Center, you should see one of three views:

Support request creation form

If you see this support request creation form, select Enhanced experience from the tabs at the top of this article, and then follow the provided instructions.

AI assistant prompt

If you see this AI assistant prompt, select Support AI Assistant from the tabs at the top of this article, and then follow the provided instructions.

Enhanced AI assistant prompt

If you see this new AI assistant prompt, select New Support AI Assistant from the tabs at the top of this article, and then follow the provided instructions.

Important

Ensure you also review the connectivity guide and allow list the necessary URLs.

Allow list websites

Depending on your company network configuration, you might need to add certain URLs to your allow list to use the new platform.

For more information, see Microsoft Engage Center connectivity guide.

Enhanced Support AI Assistant in Microsoft Engage Center

The new enhanced Support AI Assistant feature in Microsoft Engage Center helps you resolve technical issues through guided self-help, AI-powered troubleshooting, and seamless escalation to Microsoft Support when additional assistance is necessary. Follow the instructions in this article to get the most out of the Support AI Assistant and easily access the help you need.

Use the enhanced Support AI assistant

Sign in to Engage Center.
Navigate to Help + Support in the Support section.
Once you see the Support AI Assistant dialogue, you can select a product from the provided options. If you don't see the product name you're looking for immediately, select the Find another product option and select the product you're looking for there.
Select your problem type and sub-type from the menu options.

Once you've made your selections, select Continue.
The Support AI Assistant takes in your selections and provides you with guidance based on official internal and external resources. Read through its output and advice. The assistant also provides you with links to resources and further reading at the end of its replies.
If you want more assistance from the Support AI Assistant, you can select the options it provides for additional context and explanation. You can also type additional questions into the text box if needed.

If you review the provided material from the assistant and decide you need to open a support request, select the Create support request prompt and follow the instructions in Create a new Support request with the Support AI Assistant.
If you select one of the provided additional prompts or ask a follow-up question, the Support AI Assistant provides you with more advice and instructions. You can do this as many times as you need.
If the Support AI Assistant gave you information and assistance that solved your problem, you can end the conversation by typing something like "Issue resolved" into the text box. The assistant then provides you with two options: I'm done and Create support request.

If you're finished using the assistant, select I'm done and you'll receive one final message thanking you for using the Support AI Assistant.

If you need to open a Support case about your current issue, select Create support request and follow the instructions in the next section of this article.

If you need to restart the support process for an additional issue/topic, select Restart conversation.

Create a new Support request with the Support AI Assistant

If you haven't already done so, select the Create support request prompt.
Select Continue to confirm you want to begin the support request process.
The Support AI Assistant takes the information you've provided in your interaction so far and uses it to fill in some of the information for a new support request.

It automatically generates a title and description for your new support request. You can edit both of these as needed.
Upload any relevant attachments that help demonstrate or explain your issue.
Select your support plan. Once you select the plan, you're also prompted to select a severity level for your issue. Then select whether you prefer phone or email as your main contact method for your support request.
Provide your contact information.
Add any additional contacts you want to be connected to your new support request.
Once you're certain all information is accurate and there's nothing else you need to add, select Submit Case to create your new support request.
The Support AI Assistant provides a message confirming your new support request has been created and lists the new case number as a link for your reference.