How to Open Tickets and Support Cases for Dynamics 365 for Sales!

Posted on: January 29, 2018 | By: Jim Bertler | Microsoft Dynamics CRM

Authored by: John Hinchy

As Microsoft Partners, we have had many requests to open a ticket or support case for our clients in regards to their Microsoft Dynamics for Sales and Customer Service environments. Until recently, there was no way for a user or organization to open a service request without the help of a partner. You would need to call contact your partner and have them open a ticket. And as helpful as partners are this can be time consuming for a client to go through the partner, especially if it is a simple straightforward request.

There are many reasons why you would want to open a service request ranging from functionality of products to the performance of the system. In this blog I will walk through the quick steps to open a service request and have Dynamics 365 questions answered by a Microsoft engineer.

First: You will need to need to make sure whoever goes in to log the ticket is a Global Administrator for the Office 365 account. Then, navigate to portal.office.com. Enter your Office 365 user name and password and hit next.

dynamics 365 for sales

Next you will be transferred to your portal where you can see the icons of which area you would like to enter.

Click on the Admin pane to get into the admin center. Note, you can also enter the admin center and access the other office products by clicking the square ‘waffle’ icon at the top left of the screen.

dynamics 365 for sales

Once in the Admin center there will be a tab for ‘Support’. Here you can click on a New service request or View service requests. Once you click New service request, the right-hand side of your admin portal will populate with a Get help and support grid.  

Type into the Need help grid what the issue you are having is. Once you click get help, the first thing that will come up are a list of possible solution articles. Hopefully these articles may allow the user to solve the issue without any Microsoft Engineer intervention, but if not, you will have 3 options to get support. You can either have Microsoft call you directly, you can email Microsoft where they will start a ticket then you can coordinate a time to talk with a MS engineer, or you can contact your partner directly. With the option for having Microsoft call directly or sending an email you do have the ability to attach files first so they can reference it when you are in touch with them.

dynamics 365 for sales

If you think that a Microsoft CRM / Dynamics 365 for Sales system is your next best step for your business, contact Logan Consulting, your Microsoft Dynamics CRM partner of Chicago.

 



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