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Open support requests

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Important

Support processes:

  • Existing: This is the current support request creation process in Services Hub, and the experience that most customers use.

  • Enhanced: This is the new self-help support creation process that some customers can access.

  • AI-assisted pilot: This is the new AI-assisted self-help support creation process that some customers can access.

Services Hub normally has only one support request creation process. However, as we work to build a better overall experience, there are temporarily three experiences a customer can have for creating a new support request. You might have visibility to the two newest experiences, depending on if your organization has already been onboarded to the new capabilities. We'll continue adding more customers to the new capabilities in the coming months.

Select the correct experience

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

The "Select your support experience" section with three selectors.

These allow you to select the correct set of instructions for your support request creation experience. Here's how to identify which set of instructions you need:

  1. Sign in to Services Hub, and select "Support" from the ribbon along the top of the page.

  2. At this point, you can see one of two options:

"Open a product support request" button

The existing support request experience button.

If you see this view, select "Existing experience" at the top of this article and proceed to the first section under the heading "Begin the process for the existing experience".

"Use the new support experience" button

The new support request button outlined in red.

If you see this view, you need the instructions for the enhanced or AI-assisted experiences. Select the "Use the new support experience" button, then continue on to the step three to determine which set of instructions you require.

  1. Once you select the "Use the new support experience" button, you should see one of two new views:

A support request form

First view of the enhanced support request form.

If you see this support request form, select "Enhanced experience" at the top of this article and proceed to the first section under the heading "Begin the process for the enhanced experience".

An AI assistant prompt

First view of the Support AI assistant page.

If you see this AI assistant prompt, select "AI-assisted experience" at the top of this article and proceed to the first section under the heading "Begin the process for the AI-assisted experience".

Important

If you have access to the new enhanced experience, make sure you also review our connectivity guide and allowlist the necessary URLs.

Begin the process for the existing experience

To open a new support request:

  1. Sign in to Services Hub.

    The Services Hub site home page with the sign in button marked.

  2. Select "Support" from the primary navigation ribbon along the top of the page.

    The Services Hub dashboard with the Support tab marked.

  3. Select the blue “Open a product support request" button.

    Open a request from the Support homepage

Fill out the support request form

  1. Fill out the new support request form.

    Create new Support request

  2. Select your product and describe the issue.

    Select product from dropdown during Support request creation

  3. Then, describe the severity of the issue and level of support required.

    Describe severity from dropdown during Support request creation

  4. Provide your contact information and preferred contact method.

    Contact information during Support request creation

  5. Finally, verify the details of the new Microsoft Support request, then select Submit to save your new support request.

    Verify and Submit Support request

Allowlist websites

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

For more information, see Services Hub connectivity guide.

Begin the process for the enhanced experience

To open a new support request:

  1. Sign in to Services Hub.

    The Services Hub site home page with the sign in button marked.

  2. Select "Support" from the primary navigation ribbon along the top of the page.

    The Services Hub dashboard with the Support tab marked.

  3. Select the blue “Open a support request" button.

    Open a request from the Support homepage

Enter the new experience

Select the button labeled "Use the new Support Experience".

Self-help page showing the new support request button outlined in red.

This button leads you to the new support request process. The following section provides instructions for you to follow once you arrive there.

Follow the new process

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.

  1. Select a Product Family from the dropdown.

    Self Help page with Product Family dropdown.

  2. Select a Service Type, Product Version, problem type, and problem subtype.

    Self Help page with the form feilds filled out.

  3. If we have appropriate articles, the self-help feature recommends them to you after you input your product and problem.

    Self help page showing a recommended set of self help steps.

  4. 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.

    Button leading to the new Support creation experience.

Fill in your new support request form

The new support request form has three main sections:

  • Problem Description
  • Additional Details
  • Review + Create

  1. In the Problem Description section, select your Service type, Problem type, and Problem subtype from the dropdown lists. Then provide a summary of your current problem.

    Service type and problem type selection.

    Summary text description entry field.

    Note

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

    Select the button labeled "Next".

  2. In the Additional Details section, fill in all the required fields to provide additional details related to your problem support request.

    Fields to provide details for your support issue.

    More fields to provide additional details.

    Select the button labeled "Next".

  3. In the Review + Create section, review all the information you've provided.

    Support request information for review.

    More support request information for review.

    If everything is correct, select the button labeled "Submit".

    After your case is submitted, the site shows you a confirmation screen for the new support request.

    Confirmation screen for new support request creation.

  4. On the confirmation screen, select the buttons labeled "View your support request on Services Hub".

    Blue button on the support request submission confirmation page.

    Selecting this button redirects you back to the Services Hub 1.0 experience.

    Services Hub page.

Contact Services Hub

You can also visit our Get Help page to contact us for help with the Services Hub website.

Support Contacts

Only a Support Contact can open a support request. For more information about Support Contacts, please see the Support Contact Overview.

Allowlist websites

Depending on your company network configuration, you may need to add certain URLs to your allowlist to use the new platform. For more information, see Services Hub connectivity guide.

Begin the process for the AI-assisted experience

To open a new support request:

  1. Sign in to Services Hub.

    The Services Hub site home page with the sign in button marked.

  2. Select "Support" from the primary navigation ribbon along the top of the page.

    The Services Hub dashboard with the Support tab marked.

  3. Select the blue “Open a support request" button.

    Open a request from the Support homepage

Enter the new experience

Select the button labeled "Use the new Support Experience".

Self-help page showing the new support request button outlined in red.

This button leads you to the new AI-assisted support request process. The following section provides instructions for you to follow once 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

  1. Use the dropdown selector to begin filling out the "How can we help you?" section with information on your current issue.

    Starting view of the Support AI Assistant dropdown selector.

    First dropdown list that appears in the Support AI Assistant process.

  2. Use the rest of the dropdown selectors that appear after the first one to provide more information about your issue.

    List of dropdown selectors from the Support AI Assistant.

  3. If we have recommended troubleshooting steps for your issue, the Support AI Assistant recommends them after you fill in the last dropdown selector.

    Troubleshooting recommended steps from the Support AI Assistant conversation.

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

    The Support AI Assistant's response when no recommendations are available.

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

    Done button after the recommended troubleshooting steps section.

    If you still need more help, you can select "Continue Troubleshooting" or "Create a support request."

  4. If you select "Continue Troubleshooting", the Support AI Assistant prompts you to provide more information through a text box.

    Continue Troubleshooting text details prompt.

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

    First part of the response to a text prompt.

    Second part of the response to a text prompt.

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

    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).

  5. 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.

    New support request page ready to be filled out.

Fill in your new support request form

The new support request form has three main sections:

  • Problem Description
  • Additional Details
  • Review + Create

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

    Summary box ready to be filled in.

    Note

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

    Select the button labeled "Next".

  2. In the Additional Details section, fill in all the required fields to provide additional details related to your problem support request.

    First section of the additional details page areas.

    Second section of the additional details page areas.

    Third section of the additional details page areas.

    Select the button labeled "Next".

  3. In the Review + Create section, review all the information you've provided.

    Support request information for review.

    More support request information for review.

    If everything is correct, select the button labeled "Submit".

    After your case is submitted, the site shows you a confirmation screen for the new support request.

    Confirmation screen for new support request creation.

  4. On the confirmation screen, select the buttons labeled "View your support request on Services Hub".

    Blue button on the support request submission confirmation page.

    Selecting this button redirects you back to the Services Hub 1.0 experience.

    Services Hub page.

Contact Services Hub

You can also visit our Get Help page to contact us for help with the Services Hub website.

Support Contacts

Only a Support Contact can open a support request. For more information about Support Contacts, please see the Support Contact Overview.