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Services Hub Support

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Services Hub Support gives customers and some Microsoft roles the ability to create, manage, and view their Microsoft Support requests, as well as the ability to do self-service reporting. Users can understand what reactive support activities are being performed against their support cases.

Unified Support landing page.

Open a new support request

The 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, and additional customers are planned for onboarding from January 2025 through March 2025. See Open Support requests to learn more about the ways to open a support request on Services Hub.​

Create a new support request page that shows fields and dropdown boxes that help users create new support requests.

Note

When you select a cloud product or service, Services Hub will redirect you to the relevant cloud portal and the case must be opened from that portal. You will be required to log into the cloud portal and have the appropriate permissions on the cloud portal to open a Support request. To learn more about the permissions required, review our Support request redirects FAQ.

Two different support flows

Services Hub currently has two support request creation flows: one is the standard current support request creation experience, which is used by the majority of Services Hub customers, and the other one is a new version of the experience, which is currently available only to select onboarded customers. For more information on the two support request flows, see Open support requests.

Manage support requests

View and manage support requests that you have access to.

Manage support requests page that shows a list of a user's active support cases.

View your recently updated support requests

See the most recent support activity against your support cases at a glance.

Recent support activity pane that shows a user's most recently updated cases.

View your support request history reporting

See a summary of all your support cases in your current workspace for up to 18 months by product, filterable by case status, time period, severity (initial, current, or max), and/or product family.

Reactive support request history pane that shows a bar graph and stats for support cases submitted up to 18 months prior.

Here are a few examples to show how the number of support requests and mean time to resolution metrics are calculated.

The following factors affect these calculations:

  1. These calculations are specific to the Services Hub Workspace that you have selected. If you have multiple Services Hub Workspaces this history is specific to the Workspace you have selected. For more information, see Services Hub Workspaces Overview.
  2. If you have support requests that have not been assigned to a Services Hub Workspace they will not be represented in these calculations. For more information, see Unassigned Support Request experience.
  3. If you have support requests that have not been consented for, they will not be represented in these calculations. For more information, see Cloud Support Request Visibility dashboard. Customer users can also export and download a copy of their support case history in their current workspace.

Example:

Reactive support request history.

Calculations explained.

  • Support Request Volume - (6 - 2)/2 * 100 = 200%
  • MTTR - (9.3 - 63.9)/63.9 * 100 = -85.4%

Filters explained

You can zone in on support requests based on one or all of these available filters.

  • State. Choose one.
    • All Requests. Includes any support request that was opened in the current Workspace during the time period selected as well as support requests that were closed during that same period. Please note that this will count support requests that were opened in an earlier period, but it will also include support requests closed in the time period you selected.
    • Open Requests. Includes any support request that was opened in the current Workspace during the time period selected.
    • Closed Requests. Includes support requests that were closed in the current Workspace during the time period selected. Please note this will count support requests that were opened in an earlier period, but closed in the time period you selected.
  • Time Period. Choose a time period.
    • All history. Includes any support request in the current Workspace that meets the State filter choice you have made. Data is retained at a maximum of 18 months.
    • Last <> months/days. Choose one of the options. Includes any support request in the current Workspace that meets the State filter choice you have made.
  • Severity. The severity of the support request that meets the State, Time Period, and Product Family filter choices you have made.
    • Initial Severity. The severity of the support request upon initial creation.
    • Max Severity. The severity of the support request at it’s maximum level during the period it was open.
    • Current Severity. The severity of the support request at the time the report is run.
  • Product family. Choose one, many, or all of the product families for the support requests that meets the State, Time Period, and Severity filter choices you have made.

Recommendations

With this experience, you can open and manage your support requests right from Services Hub and view your support documentation at your fingertips.

When you visit the landing page for the first time, you will be prompted with a series of questions to provide you with the best experience possible.

First Support Experience dialogue box.