Open support requests

Note

Services Hub has an existing support request creation process that appears when you go to open a new support request in Services Hub. This existing process is the one most Services Hub customers access.

However, you might have visibility to a new enhanced support request process, depending on if your organization has already been onboarded to the new experience.

The Services Hub now offers an enhanced Support Request Creation Experience that enables customers to resolve issues independently and efficiently. Built on Azure, the new experience provides relevant self help content to assist customers with issue resolution.

The new experience is now available to select customers, and additional customers will be added from January 2025 through March 2025.

The two support request processes - Select the correct tab for your experience

We have an existing support request process that you might see in when you go to open a new support request in Services Hub. This is the process most Services Hub customers should follow. However, if you have access to the new enhanced support request process, you have a different set of steps to follow. Proceed through this article to find instructions for both scenarios.

Important

Services Hub now offers an enhanced Support Request Creation Experience, giving customers the opportunity to resolve issues independently and efficiently. Built on Azure, the solution provides relevant self-help content to assist customers with issue resolution. The new experience is now available to select customers; additional customers will be onboarded from January 2025 through March 2025. ​

To access the new support request experience, 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 the Services Hub connectivity guide.

• If you see "Create a new support request", follow the steps under the "Existing support request process" tab.

• If you see a blue button labeled "Use the new support experience" (like in the following screenshot), follow the steps under the "Enhanced support request process" tab.

  

  • If you have access to the new experience, make sure you also review our connectivity guide.

Choose the appropriate tab for your experience

Existing support request process

Begin the process

To open a new support request:

1. Sign in to Services Hub.

   

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

   

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

   

Fill out the support request form

1. Fill out the new support request form.

   

2. Select your product and describe the issue.

   

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

   

4. Provide your contact information and preferred contact method.

   

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

   

Enhanced support request process

Allowlisting 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

To open a new support request:

1. Sign in to Services Hub.

   

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

   

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

   

Enter the new experience

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

This button leads you to the new support request process. The folowing 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.

   

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

   

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

   

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.

   

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.

   

   

   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.

   

   

   Select the button labeled "Next".

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

   

   

   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.

   

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

   

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

   

Link to 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.