In April 2017, I noticed that Microsoft made a signficant change to the support ticket experience in the Office 365 Admin Center. The previous interface allowed the admin to choose the workload in Office 365 that required support such as Mail, Yammer, or Skype. An admin could create multiple tickets as required. The admin could view all open tickets in a single view.
Microsoft made a significatnt change to the support ticket experience back in April 2017. Now you type the description of your support issue into a text box. Microsoft will display a set of articles that are intended to address your issue. The admin has the option to click a button labeled “Get Help” to ask an engineer to call for assistance.
The new interface only allows an admin to create a single support ticket. If you have a ticket already opened, it will be displayed as “Call in Progress”. While this ticket is open, you cannot open a second ticket. But you can ask Microsoft to work on multiple issues under the same ticket.
I personaly consider this a huge step backwards in functionality in Office 365. It made logical sense to work on one issue per ticket. Combining multiple issues into a single ticket creates confusion and provides a very negative customer experience.
This issue is not well documented by Microsoft. But it is discussed in the following post:
https://techcommunity.microsoft.com/t5/Admin-Center/Raising-support-requests/m-p/65505#M586
I spoke with Microsoft support about this issue. They confirmed that it is by design. It is not a bug. However, they encouraged anyone who did not like this change in functionality to provide feedback via the User Voice website. This specific issue can be viewed here:
If you care about this issue, you can vote up to 3 times to bring back the feature to be able to open multiple support cases at a time. Please support this issue as I feel it is critical for the future success of Office 365 as a cloud platform.
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