Microsoft provides global technical, pre-sales,
billing, and subscription support for Microsoft Intune. Support is available
both online and by phone for paid and trial subscriptions. Online technical
support is available in English and Japanese. Phone support and online billing
support are available in additional languages.
As an Intune admin, you can use the Helpand Support option to file an on-line support ticket for Intune from
the Azure portal. To create and manage a support incident, your account must
have an Azure Active Directory (Azure AD) role that includes the action microsoft.office365.supportTickets/tickets/manage.
For information about Azure AD roles and permissions that are required to
create a support ticket, see administrator roles in Azure Active
Directory.
Important
For technical support with third-party products that work with Intune
(like Saaswedo, Cisco, or Lookout), contact the supplier of that product first.
Before you open a request with Intune support, make sure you configured the
other product correctly.
For information about troubleshooting issues related to MicrosoftIntune, see the Troubleshoot section of the Intune
documentation.
Known issues for creating support
incidents
If your account has the required permissions but
fails to successfully access Help and Support, or create or manage a support
incident, review the following known issues, and resolutions:
·
Stale user token for your account. To resolve this issue, sign out of
all active console sessions, sign in again, and then attempt to create or
manage a support incident.
·
Multiple active sessions. If you're signed in with more than one user or
session, sign out all but one console. Then, with a single active session,
attempt to create or manage a support incident.
Additional actions that might be necessary to
resolve access issues:
·
Clear all cookies for your active browser session, and then retry
creating or managing a support incident.
·
Use an InPrivate browsing session to sign in to Intune, and try to
create or manage a support incident.
If the preceding workarounds don't help, go
to Microsoft365 admin center and create a support ticket from there. We're currently working on
a fix that will be available in late summer.
Help and support experience
The Help and support experience for Intune is
available from the Microsoft 365 Device Management portal and from all
of the blades (or pages) under Intune in the Azure portal.
The Help and support experience is
similar to the experience seen in the Microsoft 365 admin center, and replaces the
previous Help + support, which remains in place for other services
in Azure.
To access Help and support, use the following
options:
·
Device Management Dashboard:
o
After you've selected a feature area for Intune, select the option
for Help and support.
o
From any node in the Device Management portal, select the ? icon
in the upper-right corner of the portal, and then use the drop-down to select
the service you want help with. The ? icon in the Device
Management portal supports multiple services, and you must select the specific
service you want assistance for.
o
After you select a service, you'll see the Help and support page
for that service where you can then specify details about the
specific problem you want help with.
If the results of your search don't
seem to match expectations for your service, check to ensure the correct
service was selected. The service selection appears just after Help and
support. If the right service wasn't selected, click on Select a
service to return to the service selection drop-down.
·
In the Azure portal:
o
Select Help and support from any Intune blade or page
In the Azure portal, if you select
either the ? icon from the upper-right corner, or Help+ support from the left-side navigation pane, you open Help +
support for Azure. From Azure Help + Support, you can’t
open an Intune support incident directly but you can get to the Intune Help
and support page by doing the following actions:
2. Select New support request.
3. For Issue type,
specify Technical.
4. For Service,
specify Microsoft Intune.
5. Select the link
Intune Help and Support page.
Note
If your instance of Intune is hosted on the Government Compute Cloud
(GCC), also known as a sovereign cloud like Azure Government, see Intune
support for Government Compute Cloud, later in this article. The Intune Help
and support experience won’t be available on the GCC until later this
year.
When you open Help and support, the
portal displays a view that depends on whether or not you have active support
incidents, and when you have Premier Support, some additional elements and
options:
·
No active support incidents: You'll see
the Need help? page, as seen in the following image from the
Device Management dashboard.
·
Active support incidents: You’ll see
the Support tickets page, which
displays the list of your active incidents.
·
Premier support contract: Your experience
is the same as the first two options, though you'll see the following
additional elements on the Need help? page:
o
After the page title Need Help?, you’ll see the Premier
Support banner:
o
In the Get support section of the page, you can set the
initial Severity level when you create a service request by
phone.
In this view you can do the following actions:
TAGS: #MicrosoftSupportNumber
#MicrosoftOutlookSupportNumber
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