Defender for Endpoint has recently upgraded the support process to offer a more modern and advanced support experience.
The new widget allows customers to:
- Find solutions to common problems
- Submit a support case to the Microsoft support team
Prerequisites
It’s important to know the specific roles that have permission to open support cases.
At a minimum, you must have a Service Support Administrator OR Helpdesk Administrator role.
For more information on which roles have permission, see, Security Administrator permissions. Roles that include the action microsoft.office365.supportTickets/allEntities/allTasks can submit a case.
For general information on admin roles, see About admin roles.
Access the widget
Accessing the new support widget can be done in one of two ways:
- Clicking on the question mark on the top right of the portal and then clicking on “Microsoft support”:
- Clicking on the Need help? button in the bottom right of the Microsoft 365 Defender portal:
In the widget you’ll be offered two options:
- Find solutions to common problems
- Open a service request
Find solutions to common problems
This option includes articles that might be related to the question you may ask. Just start typing the question in the search box and articles related to your search will be surfaced.
In case the suggested articles aren’t sufficient, you can open a service request.
Open a service request
Learn how to open support tickets by contacting Defender for Endpoint support.
Note
If you have a premier support contract with Microsoft, you’ll see the premier tag on the widget. If not, contact your Microsoft account manager.
Contact support
- Fill in a title and description for the issue you are facing, the phone number and email address where we may reach you.
- (Optional) Include up to five attachments that are relevant to the issue to provide additional context for the support case.
- Select your time zone and an alternative language, if applicable. The request will be sent to Microsoft Support Team. The team will respond to your service request shortly.