Office 365 help series – Using Office 365 Support

Getting help with Office 365

Before contacting Office 365 Support:

  • login to Office 365 admin to check for known Office 365 issues – see section 3 below
  • check your computer network cables or wireless connections are connected and operational
  • reboot your router and check if your ISP is dealing with network issues that might be affecting you
  • ISPs can throttle email for business users who subscribe to residential services – check status with your ISP
  • take screen shots to fully illustrate your issue
  • document circumstances/symptoms, noting recent installations, updates, or operating system changes

Do not contact Microsoft until you have checked these details. Microsoft may not be able to help you until you verify these points first. Also, Microsoft will not be able to help with problems caused by third party applications, operating systems, or hardware.

Exchange email often poses special support problems. If in doubt, contact for help. Premium clients should use their dedicated number for accelerated support.

Toggle through the sections below to find out more about the Office 365 Support dashboard.

1. Login to Office 365 Admin

To open a support ticket for Exchange email, Skype for Business, Sharepoint, Sway, and other utilities:


2. Opening Support Dashboard

From the Office 365 dashboard – see screen shot below – you can preview existing Office 365 issues under management and you can click open support or new service request to register new help requests. Also, you can use the dashboard to monitor existing support tickets.


3. Selecting Support Option

Before choosing which kind of ticket you need to post, be sure to check the status of the service you are querying. In the example below, Skype for Business functionality is limited. In this case, if you have an issue with Skype you should click open the service which is flagged to find out if service degradation might be the cause of your problem and when the target date for restoration of service is planned.


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