How to create an Azure support request - Azure supportability (2023)

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Azure enables you to create and manage support requests, also known as support tickets. You can create and manage requests in the Azure portal, which is covered in this article. You can also create and manage requests programmatically, using the Azure support ticket REST API, or by using Azure CLI.


The Azure portal URL is specific to the Azure cloud where your organization is deployed.

Azure provides unlimited support for subscription management, which includes billing, quota adjustments, and account transfers. For technical support, you need a support plan. For more information, see Compare support plans.

Getting started

You can get to Help + support in the Azure portal. It's available from the Azure portal menu, the global header, or the resource menu for a service. Before you can file a support request, you must have appropriate permissions.

Azure role-based access control

You must have the appropriate access to a subscription before you can create a support request for it. This means you must have the Owner, Contributor, or Support Request Contributor role, or a custom role with Microsoft.Support/*, at the subscription level.

To create a support request without a subscription, for example an Azure Active Directory scenario, you must be an Admin.

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If a support request requires investigation into multiple subscriptions, you must have the required access for each subscription involved (Owner, Contributor, Reader, Support Request Contributor, or a custom role with the Microsoft.Support/supportTickets/read permission).

Go to Help + support from the global header

To start a support request from anywhere in the Azure portal:

  1. Select the ? in the global header, then select Help + support.

    How to create an Azure support request - Azure supportability (1)

  2. Select Create a support request. Follow the prompts to provide information about your problem. We'll suggest some possible solutions, gather details about the issue, and help you submit and track the support request.

    How to create an Azure support request - Azure supportability (2)

Go to Help + support from a resource menu

To start a support request in the context of the resource you're currently working with:

  1. From the resource menu, in the Support + troubleshooting section, select New Support Request.

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    How to create an Azure support request - Azure supportability (3)

  2. Follow the prompts to provide us with information about the problem you're having. When you start the support request process from a resource, some options are pre-selected for you.

Create a support request

We'll walk you through some steps to gather information about your problem and help you solve it. Each step is described in the following sections.

Problem description

The first step of the support request process is to select an issue type. You'll then be prompted for more information, which can vary depending on what type of issue you selected. If you select Technical, you'll need to specify the service that your issue relates to. Depending on the service, you'll see additional options for Problem type and Problem subtype.


In most cases, you'll need to specify a subscription. Be sure to choose the subscription where you are experiencing the problem. The support engineer assigned to your case will only be able to access resources in the subscription you specify. The access requirement serves as a point of confirmation that the support engineer is sharing information to the right audience, which is a key factor for ensuring the security and privacy of customer data. For details on how Azure treats customer data, see Data Privacy in the Trusted Cloud.

If the issue applies to multiple subscriptions, you can mention additional subscriptions in your description, or by sending a message later. However, the support engineer will only be able to work on subscriptions to which you have access. If you don't have the required access for a subscription, we won't be able to work on it as part of your request.

How to create an Azure support request - Azure supportability (4)

Once you've provided all of these details, select Next.

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Recommended solution

Based on the information you provided, we'll show you recommended solutions you can use to try and resolve the problem. In some cases, we may even run a quick diagnostic. Solutions are written by Azure engineers and will solve most common problems.

If you're still unable to resolve the issue, continue creating your support request by selecting Next.

Additional details

Next, we collect additional details about the problem. Providing thorough and detailed information in this step helps us route your support request to the right engineer.

  1. Complete the problem details so that we have more information about your issue. If possible, tell us when the problem started and any steps to reproduce it. You can optionally upload one file (or a compressed file such as .zip that contains multiple files), such as a log file or browser trace. For more information on file uploads, see File upload guidelines.

  2. In the Advanced diagnostic information section, select Yes or No. Selecting Yes allows Azure support to gather advanced diagnostic information from your Azure resources. If you prefer not to share this information, select No. See the Advanced diagnostic information logs section for more details about the types of files we might collect.

In some cases, there will be additional options to choose from. For example, for certain types of Virtual Machine problem types, you can choose whether to allow access to a virtual machine's memory.

  1. In the Support method section, select the severity of impact. The maximum severity level depends on your support plan.

  2. Provide your preferred contact method, your availability, and your preferred support language.

  3. Next, complete the Contact info section so we know how to contact you.

Select Next when you've completed all of the necessary information.

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Review + create

Before you create your request, review all of the details that you'll send to support. You can select Previous to return to any tab if you need to make changes. When you're satisfied the support request is complete, select Create.

A support engineer will contact you using the method you indicated. For information about initial response times, see Support scope and responsiveness.

Advanced diagnostic information logs

When you allow collection of advanced diagnostic information, Microsoft support can collect information that can help solve your problem more quickly. This non-exhaustive list includes examples of the most common files collected under advanced diagnostic information for different services or environments.

  • Microsoft Azure PaaS VM logs
  • Microsoft Azure IaaS VM logs
  • Microsoft Azure Service Fabric logs
  • StorSimple support packages and device logs
  • SQL Server on Azure Virtual Machines logs
  • Azure Active Directory logs
  • Azure Stack Edge support package and device logs
  • Azure Synapse Analytics logs

Memory dump collection

When you create a support case for certain Virtual Machine (VM) problem types, you will be asked whether you'll allow support to access your virtual machine's memory. If you do so, we may collect a memory dump to help diagnose the problem.

A complete memory dump is the largest kernel-mode dump file. This file includes all of the physical memory that is used by Windows. A complete memory dump does not, by default, include physical memory that is used by the platform firmware.

The dump is copied from the compute node (Azure host) to another server for debugging within the same datacenter. Customer data is protected, since the data does not leave Azure's secure boundary.

The dump file is created by generating a Hyper-V save state of the VM. This will pause the VM for up to 10 minutes, after which time the VM is resumed. The VM is not restarted as part of this process.

Next steps

To learn more about self-help support options in Azure, watch this video:

Follow these links to learn more:

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  • How to manage an Azure support request
  • Azure support ticket REST API
  • Engage with us on Twitter
  • Get help from your peers in the
  • Learn more in Azure Support FAQ
  • Azure Quotas overview


How do I add a support request contributor? ›

Click Access Control (IAM), click + Add and then Add role assignment. On the Role tab, search for Support Request Contributor (Custom). Note: if your custom role is not visible, it can take up to 10 minutes for the custom role to appear after creation. Select the Role and click Next.

How do I create a Microsoft support ticket? ›

To open a support request, click "Support" from the primary navigation ribbon and then click the “Open a support request" button at the top of the page. Start by completing the New Support Request form. Select your product and describe the issue. Describe the severity of the issue and level of support required.

How do I get Azure tech support? ›

Get answers in Azure forums. Connect with @AzureSupport- answers, support, experts. If you have a support plan, open a support request.

How do I raise my support ticket in Azure? ›

In Azure you can create tickets by going into the support center. Click on the Help button, and you'll see that the help and support center allows you to go out and create and manage tickets, support tickets, for given issues.

What is support request contributor? ›

For "Support Request Contributor" Role, it could be assigned to anyone who is in your tenant. This role is assigned on Azure subscription level and once someone is assigned this role, this user could see all request tickets of that Azure subscription.

How do I check my Azure service request status? ›

View the details and status of support requests by going to Help + support > All support requests in the Azure portal. On this page, you can search, filter, and sort support requests. Select a support request to view details, including its severity and any messages associated with the request.

How do you create an Azure support request Azure supportability Microsoft documents? ›

Go to Help + support from the global header

To start a support request from anywhere in the Azure portal: Select the ? in the global header, then select Help + support. Select Create a support request. Follow the prompts to provide information about your problem.

What is a support request? ›

A support request is a query from a customer or a visitor of your website asking a question relevant to your business, product or service. Support request usually consists of a subject and body, sometimes additional categorization can be present.

How do I create a ticket in Azure DevOps? ›

Azure DevOps + Freshdesk
  1. When this happens... New Ticket. Triggers when there is a new ticket is created in Freshdesk. Trigger Instant. This event starts a Zap instantly.
  2. automatically do this! Create Work Item. Create a new work item. Action Write. Create a new record or update an existing record in your app.

Is Azure support free? ›

Every Azure subscription includes free access to billing and subscription support, Azure products and services documentation, online self-help documentation, white papers, and community support forums.

Which Azure support plans can you open a new support request? ›

In which Azure support plans can you open a new support request? You can submit support request tickets in the following plans: Premier, Professional Direct, Standard, Developer, and Basic.

What is Azure Standard support plan? ›

Standard details

Microsoft will assist Azure customers with issues associated with select non-Microsoft technologies. 24x7 in English for Sev A and B and in Japanese for severity A. For other languages and severities, support provided during local business hours.

What is ticketing tools in Azure? ›

Azure has a ticketing system that helps customers track and manage their interactions with the service. It includes a web portal, an app, and an API. Customers can create, edit, and manage tickets through the web portal, the app, and the API.

How do I check my Microsoft ticket status? ›

Go to the Microsoft 365 admin center at Select Show all > Support > View service requests.

What is Azure SLA? ›

The Azure Service Level Agreement (SLA) describes Microsoft's commitments for uptime and connectivity for individual Azure Services. Each Azure service has its own SLA with associated terms, limitations, and service credits. Some (free) services don't have an SLA, for example, Azure DevTest Labs.

How do you assign a contributor role in log analytics? ›

Log Analytics Contributor
  1. Read all monitoring data granted by the Log Analytics Reader role.
  2. Edit monitoring settings for Azure resources, including: ...
  3. Create and configure Automation accounts. ...
  4. Add and remove management solutions. ...
  5. Read storage account keys.
  6. Configure the collection of logs from Azure Storage.
18 Oct 2022

Does Azure have a ticketing system? ›

Create a support ticket

Billing and subscription management support is available to all Azure customers. Technical support is available to customers with a support plan.

How many tenants can a user in Azure Active Directory belong to? ›

A single user can belong to a maximum of 500 Azure AD tenants as a member or a guest.

What happens if Azure region fails? ›

If a region is lost, Microsoft will make the backups available to customers. Customers will be able to restore to any of their configured restore points.

Can you talk to Microsoft support? ›

Contact Microsoft Office Support

If you're an admin on the account, call (800) 865-9408 (toll-free, US only).

Does Azure charge by the minute? ›

Windows Virtual Machines in Microsoft Azure are by default running in a Consumption-Based model. This means that each hour a Virtual Machine is “Running” it is billed at an hourly rate. If a VM is Stopped (deallocated), then there is no hourly charge during that time.

Which Azure support plans have 24/7 access to technical support by email and phone after a support request is submitted? ›

Which Azure Support Plans offer 24x7 access to technical support engineers? The Professional direct (being the most expensive of the plans) offers access to 24/7 access to technical support by email and phone after a support request is submitted.

How do I send an email from Azure with SendGrid graph and Office 365? ›

Using SendGrid
  1. Signing up for a free SendGrid account. ...
  2. Entering your account information. ...
  3. Creating a single sender. ...
  4. Providing the sender details. ...
  5. Viewing the sender address verification status. ...
  6. Verifying the Single Sender address. ...
  7. Confirming that the sender address verification is complete. ...
  8. Creating a new SendGrid API key.
13 Jan 2021

How do I access Azure portal from SendGrid? ›

To get started with Twilio SendGrid and Azure, visit the Azure Portal home page. You will need to sign in or create a Microsoft account if you do not already have one. Once logged in, select the Subscriptions icon under the Azure services menu. A new page will load, listing your current Azure subscriptions.

What is a support issue? ›

Support Issue means any error or defect in the Software at the Location which causes it not to perform in accordance with the functionality set out in the Documentation.

How do you respond to a support ticket? ›

Hi [Customer Name], Thank you for informing us of your issue. We're glad we were able to help you come to a resolution. If you're still experiencing issues, or if there's anything else that we can help with, please reply to this email or fill out [Contact Form] to open a new request.

How do I file a ticket in Azure? ›

To submit a support ticket from the Azure portal, click your account name, and then click Contact Microsoft Support. To submit a support ticket from the Azure Account Center, select a subscription, and then click Contact Microsoft Support.

Can I use DevOps as ticketing system? ›

DevOps ticketing system is one of the best routes to manage assets, knowledge, problems, and recover data promptly. Then, you can maintain business runtime, speeding up sales, service delivery, and ROI realization.

Which is better Jira or Azure DevOps? ›

Azure DevOps and Jira are both helpful tools for software development teams. Jira uses Agile methodologies, offers additional search functionality and can be used beyond software development projects. Azure DevOps can be used by cross-functional teams throughout the entire lifecycle of a software application.

Does Microsoft have a ticketing system? ›

Office 365 Ticketing System is a helpdesk ticketing management software that was launched by Microsoft to help enterprises effectively manage ticketing issues. Microsoft 365 is well elaborated and widely used because of the numerous advantages it offers to customers and clients.

How do you create a ticket in Microsoft teams? ›

How do I Create Tickets in Microsoft Teams?
  1. In Microsoft Teams, do one of the following: Go to the Chat menu on the left. ...
  2. Type create ticket in the chat field and press Enter.
  3. Select Create Ticket. The Create Ticket window appears.
  4. Fill in the details of your ticket: ...
  5. Create your ticket.

How do I create a support ticket in Microsoft Dynamics 365? ›

How To Create A Microsoft Support Ticket For Dynamics 365, Power Platform and Other Platforms
  1. Under the left-hand side, click on Help + Support.
  2. Click New support/service requests.
  3. Under, What product were you using when the issue occurred? ...
  4. Select the closest problem type to your issue.

How do you raise a ticket in Microsoft teams? ›

New ticket assigned to you.
  1. Login to Microsoft Teams. Click on the Store icon and navigate to Bots .
  2. Find the Freshdesk bot and click Install . You can also install the bot directly from this link .
  3. After installing the Freshdesk bot, all notifications on the tickets assigned to you in Freshdesk will be sent right here.
18 Jun 2021

How do I make a call log on Microsoft? ›

Please visit the link above then click "Contact support in the browser instead." > type in message in the textbox > click "get help" button > select talk to agent > select the "" from the product list option > Select billing > select the chat option.

Can you talk to Microsoft support? ›

Contact Microsoft Office Support

If you're an admin on the account, call (800) 865-9408 (toll-free, US only).

Does Microsoft have a helpdesk? ›

The features of help desk software help you provide a variety of ways to get customers the support they need, the moment they need it. Manage incoming requests.

How do I check my Microsoft ticket? ›

Go to the Microsoft 365 admin center at Select Show all > Support > View service requests.

What is ticket in MS Teams? ›

Ticketing systems are management tools used to process requests, feedback, and sort of communication that is sent to an organization or business entity via a customer service team.

How do you use a halp team? ›

Halp for Microsoft Teams | Installation and making a ticket - YouTube

Does Dynamics 365 have a ticketing system? ›

Microsoft Dynamics 365 has a ticketing system that is used by many businesses. It is a customer relationship management software solution that controls communications with clients, prospects, consumers, and other connections your business may have.

How do I create a ticket in LCS? ›

In LCS, the Support tile opens a tool that helps you manage support incidents. To submit issues directly to Microsoft, select the Support tile in your LCS project. You can then submit issues in two ways: On the Active issue tab, select your issue, and then select Submit to Microsoft.

Can you create a ticketing system in teams? ›

TeamSupport has the ability to post messages on any Microsoft Teams channel through its powerful Ticket Automation feature that allows you to create rules for handling tickets.

Can you use Teams as a help desk? ›

Using Microsoft Teams as a help desk allows employees to get support without leaving the app they already use to collaborate, chat, and make video calls. This makes the entire ticketing process much more efficient, from the initial report through the issue's resolution.

Are Microsoft Teams free? ›

Is Microsoft Teams really free? Yes! The free version of Teams includes the following: Chat messages and search.

Who can help me with Microsoft Teams? ›

Your first resource for technical support is your IT admin, who manages Microsoft Teams settings for your organization. They can work with us to solve any problems you're having.


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