Azure support ticket management

Question

Azure support ticket management

Sihle Ndlovu 20

Dear Colleagues

Please assist, i have 2 Azure tickets open in Azure, Which have not yet been attended to by Engineers, I have a developer plan and i am not sure about the turn around time however these tickets have been open for more than a week, have checked my phone and email and have received nothing from them. I have also sent a message via the open support ticket in azure to no avail.

Please assist with the below open tickets

Support request ID: 2604140050003008

Support request ID: 2604010050000330

Thanks in advance

Suchitra Suregaunkar 16,780 Reputation points Microsoft External Staff Moderator

2026-04-17T10:54:52.9366667+00:00

Hello Sihle Ndlovu

Thank you for posting your query on Microsoft Q&A platform.

I have increased the Severity of the ticket and support engineer will reach out to you in sometime.

If you found the comment helpful, please consider clicking "Upvote it."

Thanks,

Suchitra.

1 answer

Your answer

Suchitra Suregaunkar 16,780 Reputation points Microsoft External Staff Moderator

2026-04-17T10:54:52.9366667+00:00

Hello Sihle Ndlovu

Thank you for posting your query on Microsoft Q&A platform.

I have increased the Severity of the ticket and support engineer will reach out to you in sometime.

If you found the comment helpful, please consider clicking "Upvote it."

Thanks,

Suchitra.

Answer 1

Azure support tickets can only be reviewed or expedited by Microsoft support; community or forum participants cannot access or act on specific ticket IDs.

To move these tickets forward, use the following options:

Verify and follow up on existing tickets in the Azure portal
1. Sign in to the Azure portal.
2. Navigate to Help + support (for example: Browse > Help + support).
3. In Recent support requests, locate the two support request IDs.
4. Open each request and check:
  - Current Status (for example, New, Active, Pending, Closed).
  - Any messages or requested information from support.
5. Use + New message on each ticket to add a clear follow-up note indicating that there has been no contact for more than a week and confirm that phone number and email are correct.
Confirm support plan and severity
- A Developer support plan is required for technical support and has specific response targets depending on Severity.
- If the issue is urgent and the ticket severity is low, update the severity in the ticket (where allowed) to match business impact. Higher severity generally has faster initial response.
If no progress, open or escalate via a new support request
- In the Azure portal, create a new support request (for example, via Help + support → New support request).
- Choose Technical or Billing as appropriate and reference both existing support request IDs in the Summary and Problem description, stating that there has been no response for more than a week.
- Ensure contact details are accurate and, under any Advanced diagnostic information or similar option, allow access so engineers can investigate faster.
Programmatic or CLI options (if needed)
- Support tickets can also be created and managed programmatically using the Azure Support REST API, or via Azure CLI support commands, if that fits existing processes.

If the tickets relate to Azure AD B2C or region access, ensure the correct service type or problem category is selected so the case routes to the right engineering team.

References: