Microsoft 365 Support: How to get help when you need it
Everyone needs some technical support from time to time, and here at AMT, our support teams work tirelessly to resolve any issues your company may run into. Here are the methods and advice for getting the help that you need when you need it most.
If you are not a client of ours, there are many options for you in terms of getting access to support.
- AMT’s Resources – you can read our blogs, access webinars and visit our YouTube for tutorials and guides on how to do certain things in Microsoft 365.
- Microsoft Support – Sometimes, going directly to Microsoft is the best thing to do – especially if it is an account issue for a ‘non-client’. They have a number of different topic areas, and options on how to get in contact, so it is definitely a great place to go.
All that being said, if you are a client of ours, you also have the option of speaking to our support gurus.
If you are a client of AMT Evolve’s there are two main ways you can get in contact with our support gurus.
- If your issue is business critical, please call us on our support number. This will ensure that someone will be aware of your problem and we can begin working on a resolution immediately.
- For all other support problems and queries please email them through to firstname.lastname@example.org
When emailing through your issue if you try to include the below information it will ensure our technicians have a full understanding of the issue and are able to work on it straight away without any clarification needed.
The less detailed you make the original support ticket the more clarification may be needed. This in turn increases the time to resolve the issue and uses up your precious support time!
Information to include or consider when emailing a support ticket
What is the issue? – Try to describe it as clearly as possible. A good way of doing this is to describe the usual process. Describe what is going wrong (Make sure to include any error messages) and then describe what you expect the outcome to be.
Steps to replicate – Try to include the steps to replicate the incident. To fix an error most the time we must have to reproduce it. So, if you let us know how to reproduce the error this helps us greatly. If the error is sporadic please try and explain the steps you took when the error first occurred.
When did the issue begin? – Having a time frame really can help narrow down some support issues.
Has the issue occurred before? – Please let us know if this has happened before, with the details of when it happened and the person who dealt with it.
Include Screenshots – Including screenshots is a great way to visually represent the problem. Try not to cut off any parts of the screen and take the capture of the whole screen. Often we may want to see other information from a screenshot that has been cropped out.
Business Impact – Please let us know the sort of impact the problem is having on your business. This can let us know the scope of the issue we are dealing with.
And finally! Please always include contact details that we can use just in case we need to clarify any of the above. If you will be out of the office, please let us know an alternative contact if there is one we can use.
Occasionally an issue will need to go through to Microsoft as it will be out of our control. Usually your support guru will log this through to Microsoft on your behalf so they can be the point of contact with their support desk.
However, if you have access to the office Admin centre you are able to log issues yourself.
To do this navigate to https://admin.microsoft.com/Adminportal#/homepage and press the Show All button on the side panel. You should now see the Support option, click this option, and then click New service request. From here you will need to follow the instructions of the support assistant. Which will redirect you as appropriate.
If you do not have access to the admin centre and still wish to log an issue with Microsoft directly please give them a call on 0344 800 2400 to get assistance.
Hopefully this blog will help you if you ever get stuck.
At AMT, we have an amazing bunch of support gurus who are always willing to help you out, so please don’t hesitate to get in contact with us!