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Open support case

Is there a reason why only Global Admins can open up a support ticket with MS Office 365 technicians?  I have a bunch of user management admins on my team that work face to face with our end users and they would need to open up a case with microsoft to troubleshoot issues with the end users.

hi andrew,

based on this article and my tests, it is feasible for user management admins to open a service request ticket.

https://support.office.com/en-us/article/assigning-admin-roles-in-office-365-eac4d046-1afd-4f1a-85fc-8219c79e1504

could you double check it from you side?

please let me know if i have misunderstood something or if we can discuss further.

thanks,
iris

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Nope.  I had one of my servicedesk guys call support this past Monday and they said only Global Admins can open up a case.  He has user management rights in our tenant.

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And that picture states "Manage Support tickets"...not open support tickets.

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hi andrew,

thanks for your clarification.

as a global admin for office 365 for business, we can contact office 365 for business support-admin help based on the article.

as a user management administrator, if you would like to contact phone support, we would suggest you raise a service request ticket in the office 365 admin center via support > service requests > click add icon.

regards,
shirley

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Last updated June 4, 2024 Views 7,777 Applies to: