Coming soon: New Intune support experience for Premier customers


Microsoft Premier customers use the Microsoft Premier Online (MPO) portal at premier.microsoft.com for Premier support services, including creating support requests for Intune. Starting on December 3, 2018, if you are a Premier customer using Intune, you will be able to create support requests only in Intune on Azure (portal.azure.com).

The new experience

Submitting a support request via the Azure portal ensures collection of pertinent information. This information is routed to Intune-dedicated Microsoft Support, to diagnose and resolve your issue in a timely manner. To continue enhancing support experience for Premier customers, support request creation will not be available in the MPO portal after December 3. Customers will be redirected to create a request in Intune on Azure.

To provide faster resolution for support requests, Intune has been redirecting customers from MPO to the Azure portal since May 2018. This is being done with a dismissible prompt in the Create support request page of the MPO portal by displaying a message shown in the screenshot below. Users can dismiss the message by clicking outside the message box or hitting the Escape key and continue creating the support request through MPO. After December 3, they will no longer be able to dismiss the prompt, and will be redirected.

MPO2

 

Creating and managing support requests in the Azure portal

There are different ways you can create a support request in Intune on Azure after logging on with your admin credentials:

1. Click on Help and Support in any blade in Intune to see specific troubleshooting content and create a support request (see screenshot for example).

MPO1

2. Go to the ? icon in the upper right hand corner of the console > Help and Support > New support request. Note: To manage or view your all your Intune support requests, follow the directions in #2 and you will be able to see all the recent support requests you created.

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Action needed from you

Currently, any users associated with your AccessID can create Intune support requests in MPO. If you have users without Global administrator or Intune Service Administrator roles currently creating support requests in MPO, assign them the Service Support Administrator role in Azure Active Directory, so they can continue to create support tickets in the Azure portal. The Service Support Administrator role provides read-only access to Azure portal while allowing creation and management of support requests in the portal. More information on this role can be found here: Assigning admin roles in Azure Active Directory.

Premier customers will also see a message in the Office Message Center regarding this change.

Additional references

1. How to get support for Microsoft Intune.

2. About Office 365 roles (Please note that the Service Support Administrator role is analogous to the Service administrator role referenced on this page).

Still have questions?

Please let us know in the comments section below. We’d love to hear from you!

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