Manage an Azure support request

After you create an Azure support request, you can manage it in the Azure portal.

To manage a support request, you must have the Owner, Contributor, or Support Request Contributor role at the subscription level. To manage a support request that you created without a subscription, you must be an Admin.

View support requests

View the details and status of support requests in Help + support by selecting All support requests in the service menu.

You can search, filter, and sort support requests. By default, you might only see recent open requests. To select a longer time range, or to include closed support requests, change the filter options.

To view details about a support request, including its severity and any messages associated with the request, select it from the list.

Send a message about a support request

To provide additional details about your request after you submit it, send a message.

1. From All support requests, select the support request.
2. In the Support Request, select New message.
3. Enter your message and select Submit.

Change the severity level of a support request

Follow these steps if you need to change the severity level of an existing support request.

1. From All support requests, select the support request.

2. In the Support Request, select Change severity.

3. The Azure portal shows one of two screens, depending on whether a support engineer is already assigned to your request:

   • If a support engineer isn't assigned, you see a screen like the following. Select a new severity level, and then select Change.

     

   • If a support engineer is assigned, you see a screen like the following. Select OK, and then send a message requesting the severity level change.

     

     If you urgently need to change the severity level, and the support engineer assigned to your case is unavailable, you can call customer service (available at all hours) and ask the agent to change the severity level for you.

Allow collection of advanced diagnostic information

When you create a support request, you select Yes or No in the Advanced diagnostic information section. This option determines whether Azure support can gather diagnostic information such as log files from your Azure resources that can potentially help resolve your issue. Azure support can only access advanced diagnostic information if you create your case through the Azure portal and grant permission to allow it.

To change your Advanced diagnostic information selection after creating the request:

1. From All support requests, select the support request.

2. In the Support Request, select Advanced diagnostic information.

3. Select Yes or No, and then select Submit.

   

Upload files to a support request

Use the file upload option to upload a diagnostic file, such as a browser trace or any other files that you think are relevant to a support request.

1. From All support requests, select the support request.

2. In the Support Request, select Upload file, and then browse to select one or more files. You can attach up to five files to your support request. To include more files, package them together in a compressed format such as .zip.

3. Select Upload.

File upload guidelines

Follow these guidelines when you use the file upload option:

• To protect your privacy, don't include personal information in your upload.
• The file name can't be longer than 110 characters.
• Files can't be larger than 5 MB.
• All files must have a valid file name extension, such as .docx or .xlsx. Most file name extensions are supported, but you can't upload files with these extensions: .bat, .cmd, .exe, .ps1, .js, .vbs, .com, .lnk, .reg, .bin, .cpl, .inf, .ins, .isu, .job, .jse, .msi, .msp, .paf, .pif, .rgs, .scr, .sct, .vbe, .vb, .ws, .wsf, .wsh

Close a support request

Select Close request to close a support request. When prompted, select Close to confirm. You receive a confirmation email when your request is closed.

Reopen a closed support request

Select Reopen request to reopen a closed support request. When prompted, select Reopen request to confirm. Your support request is active again, and a support engineer is assigned to it.

Get help with a support request

If you need assistance managing a support request, create another support request to get help. Be sure to explain the issue that you're having with managing your original support request.

Cancel a support plan

To cancel a support plan, see Cancel a support plan.

Next steps

• Review the process to create an Azure support request.
• Learn about the Azure support ticket REST API.