Manage Support requests

Introduction

The Manage All Support Requests page is designed for users to view a list of support requests. This page will show:

• The current user’s own support requests
• Support requests that have been shared with the current user
• All the support requests for all users assigned to the active Workspace (this requires a specific permission as described following).

Accessing the page

To review, manage, or update Microsoft Support requests, select “Manage all support request” in the blue banner.

Workspace users that have the “Support” permission will be able to view a list of their own support requests within the active Workspace. This requires the identity they are logged into Services Hub to match the identity they used to open the support request with.

Users with the permission “View all Support Cases” are able to view a list of all support requests for all users within the active Workspace.

• When all hidden cloud support requests are consented for, and
• When all support requests have been assigned to the Workspace.

If users notice support requests are missing from view, please validate these important steps or work with your Microsoft representative to ensure all conditions are met.

Page controls

Show support requests from. This functionality is only relevant to users that are registered in more than one Services Hub Workspace. Users that are registered in multiple Workspaces are able to use the drop-down control to view support requests from all Workspaces they are registered in provided they have appropriate permissions in those Workspaces.

Find support request. Users are able to search for a specific support request by entering the support request ID here.

Export data -> New

Customer users with access to this page are able to export data to a Microsoft Excel file format. Microsoft users are not able to export customer data.

Export is only for support requests that are visible in the current Workspace

• Support requests in both open and closed states
• Data only within the last 18 months
• Data fields available in the exported file
  • Case Number
  • Closed date
  • Opened on (date)
  • Product Name
  • Severity
  • State (Open/Closed)
  • Title
  • Updated date
  • Primary Contact (first name/last name)
  • Cloud (Azure, O365/M365, Dynamics)

Individual Support Request Details

Users with access to this page are also able to view more details about an individual support request simply by selecting the support request ID link. The following screenshot shows an example of the details page. Users are able to view communications about the support request, and view or add attachments.

Unassigned Support Request

Services Hub strives to automatically assign Support Requests, which are created via Microsoft cloud portals or over the phone, to the appropriate Services Hub Workspace. However, there may be instances where a support request cannot be auto assigned. Support requests will not be auto assigned to a Services Hub Workspace when a customer has multiple Workspaces and:

• The identity of the case owner is not recognized as a registered Services Hub Workspace user.
• The identity of the case owner of the support request is a registered Services Hub user in more than one Workspace.

Action is required when support requests are not auto assigned to a Services Hub Workspace. A user must take action to assign these support requests.

We restrict who can manually assign support requests to a Workspace to maintain confidentiality. Manual assignment of support requests to a Services Hub Workspace is limited to:

• The case owner, or
• The named Microsoft Customer Success Account Manager (CSAM)

To make this process easier, the Unassigned Requests experience shows a full list of support requests using the entire page.

To access the Unassigned support requests a user with appropriate permissions selects the “Unassigned support requests under this customer” from the “Show support requests from” drop-down menu. The user will be taken to the full list of open requests that were not auto assigned to a Services Hub Workspace. Please change the “State” filter to see any unassigned support requests that have already been closed.

Hidden Cloud Support Requests Detected

Support requests created in one of the Microsoft cloud portals are not automatically visible in a Services Hub Workspace. A customer user with appropriate permissions must “consent” for cloud support requests to be visible (or not) in Services Hub.

Details about this can be found at Cloud Support Request Visibility dashboard | Microsoft Learn