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Azure Help + support experience



When you use the left navigation pane Help+ support, or use the ? option in the upper-right corner of the Azure portal, you open the Azure Help + support experience, which is distinct from the Intune Help and support experience.
Beginning in April of 2019, you can't access the Azure Help + support experience to get assistance with Intune, unless your subscription is on the Government Compute Cloud (GCC).
If your instance of Intune doesn't run on GCC, navigating through Azure Help + support redirects you to the Intune Help and support experience to create and manage support incidents.

Intune support for Government Compute Cloud
When your Intune subscription hosted on the Government Compute Cloud (GCC), which is also known as a sovereign cloud like Azure Government, you don’t yet have access to the newer Intune Help and support experience. Instead, use the following information go get support for Intune.
Create an online support ticket
 Important
As Help and support transitions to a new system which is not yet available for the GCC, when you create a support incident, the portal identifies a support case that uses a 15 digit identification number. When the 15-digit case is created, a mirror of that case is created for use by Microsoft Support. This mirror case is created in a new support system, uses an 8-digit case ID, and is used by support services to track all work and communications for your support incident. Shortly after your 15-digit case is created, you’ll receive an email that identifies the 8-digit number of the mirrored support case that is used by support services.
Support personal work and communicate from the 8-digit support case, and only use the 8-digit support case to log communications and track incident progress. Therefore, you’ll receive email updates from that 8-digit support case that serve as your case-work track record. No details are logged into the 15-digit support incident. When support concludes and the 8-digit support case closes, that status is reflected in by the 15-digit support case that you can view from within the azure portal. No other updates or status changes should be expected for the 15-digit support case.
When transitions between support tools completes later this year, the support experience Intune hosted on the government cloud will resemble the default Help and support experience that’s currently available for Intune subscriptions hosted on the public cloud.
1.     Sign in to the Azure portal (http://bit.ly/2nYH6za) with your Intune admin credentials, select the ? icon in the upper-right corner of the portal, and then select Help + support to go to the Azure Help + support page.
2.     On the Azure Help + support page, select New support request.

3.     On the Basics tab, for most Intune technical support issues, choose the following options:

o   Issue type: Technical
o   Subscription: <your subscription>
o   Service: Microsoft Intune
o   Problem type: Choose your problem type from the drop-down menu.
o   Problem subtype: Choose the problem subtype from the drop-down menu.
o   Subject: Briefly describe the issue you want help with.
Choose Next:Solutions to continue.
4.     On the Solutions tab, review the recommended steps that might help you solve your problem without filing a ticket. If you still want to create a support request after looking through the steps, click Next: Details.
5.     On the Details tab, fill out the details for your problem, the support method, your contact information, and then click Next: Review + create.
6.     Review the information, verify that it's correct, and then choose Create to submit your support request.


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