How to raise ticket in engage potal centre

To raise a support ticket from the Engage Center portal, follow these steps based on the available support experiences.

1. Go to the Engage Center site and sign in: Sign in to Microsoft Engage Center.
2. In the left-side menu, locate the Support section and select Help + Support.
3. One of two experiences appears:
   • If a support request creation form appears, use the Enhanced experience:
     1. In the Problem Description section, select the appropriate service, problem type, and subtype, and provide a summary of the issue.
     2. Select Next.
     3. In the Additional Details section, fill in all required fields with more information about the problem, then select Next.
     4. In the Review + Create section, review all details and select Submit.
     5. After submission, a list of support requests is shown, including the new case.
   • If an AI assistant prompt appears, use the Support AI Assistant experience:
     1. Describe the issue in the AI assistant prompt and review the guidance provided.
     2. If the guidance resolves the issue, select Done.
     3. If more help is needed, select Create a support request.
     4. On the New support request page, confirm or adjust the pre-filled Service type, Problem type, and Problem subtype.
     5. Enter a detailed Summary, then select Next.
     6. Complete the Additional Details section, select Next, then review all information in Review + Create and select Submit.

Additional options:

• If there are issues with the Engage Center website itself, select the question mark icon at the top of the page to open the Support & Troubleshooting page, then choose Submit a support issue and follow the prompts.
• Only designated Support Contacts can open support requests.
• For phone support, go to the Support page in Engage Center and select the phone support icon. Provide the Access ID when prompted so the request can be associated with the correct support contract.

Before using Engage Center, ensure required URLs are allowlisted as described in the connectivity guide referenced from the support documentation.

References:

• Open a new Support request - Microsoft Engage Center (enhanced)
• Open a new Support request - Microsoft Engage Center (ai)
• Get Help with the Engage Center Platform