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Can not create a service request in the Office365 portal

Hello

I can not create a service request through the Office365 portal. I am the administrator of the portal. When I click Support > New Service Request, I don't get an option to create a service request to Microsoft, only to my partner. The problem is that the information listed in the partner section is the company that I work for (IT Company which is a reseller of Microsoft products)

I used to be able to get in touch with Office365 technical help through these service requests. Has that changed? 

Answer
Answer

The reason for this is because your license is a CSP license, purchased from your own company.

The terms of the CSP license is the CSP partner is required to do Tier One support.

Contact the product owner of the CSP business for the steps required to obtain support as a CSP partner.

Usually that involves logging into the Partner Office365 Tenant, clicking the "Partner" button, looking up the customer name and then clicking the admin button to access the customer's admin console. From there you can raise a support ticket.

However, since your own tenant is a CSP account, not sure if that will work.

Vincent Choy
Volunteer Contributor


Microsoft doesn't pay me to be here. I am a user just like you. If you find my reply useful, would appreciate if you can click it as helpful.

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Question Info

Last updated January 13, 2025 Views 4,973 Applies to: