HOW TO SUBMIT REAL SUPPORT REQUEST

Question

HOW TO SUBMIT REAL SUPPORT REQUEST

AI MSI 20

Hello,

I am trying to submit a support request in the Azure Portal for Azure Communication Services → Telephony / CNAM registration. However, whenever I click New Support Request, the portal only opens the Diagnose and Solve sidebar with AI suggestions. It does not generate a real support request or provide a case number / service key. Screenshot 2026-07-15 233538

Screenshot 2026-07-15 233530

Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-07-16T04:48:20.4833333+00:00

Hi @AI MSI

thanks for reaching us regarding support request issue can you please provide details asked in private chat
Christos Panagiotidis 3,551 Reputation points

2026-07-16T07:59:52.7533333+00:00

For this specific issue, CNAM registration has a separate documented process; it is not submitted as a normal Azure support case. Microsoft currently directs Azure Communication Services customers to email acstns@microsoft.com with “ACS Number Request -- CNAM Registration” in the subject.

Include:

Company name and website

Azure subscription ID, tenant ID, and Communication Services resource name

Each ACS-owned phone number and the caller name you want registered

Do not post those identifiers in this public thread. CNAM registration is currently limited to US local numbers, not toll-free numbers, and the caller name is limited to 15 characters. After carrier approval, Microsoft says publication takes about 48 hours.

If you need a separate technical support case, the Diagnose and Solve panel is part of the newer Azure support flow. Review the suggestions, then choose Return to support request and Next. Complete Additional details and Review + create; a case number is generated only after you select Create. If that button never appears, start from the portal's global ? menu > Create a support request (or Help + support) and confirm your account has permission to create requests for the subscription.

CNAM instructions:

https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/how-to-manage-your-calling-identity#how-to-register

Support-request flow:

https://learn.microsoft.com/en-us/azure/azure-portal/supportability/how-to-create-azure-support-request
AI MSI 20 Reputation points

2026-07-16T22:02:37.2866667+00:00

I already did those. I sent 3 emails already however I didn't get any response or acknowledgement.
Sreetheja Adusumilli 965 Reputation points Microsoft External Staff Moderator

2026-07-20T04:52:34.57+00:00

Hello @AI MSI ,

We sincerely apologize to hear that the issue has not yet been resolved. Your satisfaction is important to us, and we are committed to working with you toward a resolution. Please share your email ID, feasible time to connect in Private Message.
AI MSI 20 Reputation points

2026-07-20T05:05:56.8066667+00:00

Hi @Sreetheja Adusumilli here are the details you requested, Email ID ******@rpromise.com. Feasible time to connect EST 10:00am to 5:00pm, and 8:00pm to 3:00am. We operate two shifts, so you can reach us during these windows. I will also leave a message with the other team to look out for a private message. Currently, we do not have Microsoft Teams set up. Could you please confirm if Teams is required to initiate a private message, or if we can proceed via email?
Saritha Bandaru 665 Reputation points Microsoft External Staff Moderator

2026-08-05T06:17:23.5033333+00:00

Hello @AI MSI

Thank you for working with us offline.

We coordinated with the backend team and successfully completed the registration of your CNAM value.

For future CNAM registration requests, please raise a ticket with the TNS team via the TAC portal.

Should you have any other questions, please let us know. Thanks.

Your answer

Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-07-16T04:48:20.4833333+00:00

Hi @AI MSI

thanks for reaching us regarding support request issue can you please provide details asked in private chat
Christos Panagiotidis 3,551 Reputation points

2026-07-16T07:59:52.7533333+00:00

For this specific issue, CNAM registration has a separate documented process; it is not submitted as a normal Azure support case. Microsoft currently directs Azure Communication Services customers to email acstns@microsoft.com with “ACS Number Request -- CNAM Registration” in the subject.

Include:

Company name and website

Azure subscription ID, tenant ID, and Communication Services resource name

Each ACS-owned phone number and the caller name you want registered

Do not post those identifiers in this public thread. CNAM registration is currently limited to US local numbers, not toll-free numbers, and the caller name is limited to 15 characters. After carrier approval, Microsoft says publication takes about 48 hours.

If you need a separate technical support case, the Diagnose and Solve panel is part of the newer Azure support flow. Review the suggestions, then choose Return to support request and Next. Complete Additional details and Review + create; a case number is generated only after you select Create. If that button never appears, start from the portal's global ? menu > Create a support request (or Help + support) and confirm your account has permission to create requests for the subscription.

CNAM instructions:

https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/how-to-manage-your-calling-identity#how-to-register

Support-request flow:

https://learn.microsoft.com/en-us/azure/azure-portal/supportability/how-to-create-azure-support-request
AI MSI 20 Reputation points

2026-07-16T22:02:37.2866667+00:00

I already did those. I sent 3 emails already however I didn't get any response or acknowledgement.
Sreetheja Adusumilli 965 Reputation points Microsoft External Staff Moderator

2026-07-20T04:52:34.57+00:00

Hello @AI MSI ,

We sincerely apologize to hear that the issue has not yet been resolved. Your satisfaction is important to us, and we are committed to working with you toward a resolution. Please share your email ID, feasible time to connect in Private Message.
AI MSI 20 Reputation points

2026-07-20T05:05:56.8066667+00:00

Hi @Sreetheja Adusumilli here are the details you requested, Email ID ******@rpromise.com. Feasible time to connect EST 10:00am to 5:00pm, and 8:00pm to 3:00am. We operate two shifts, so you can reach us during these windows. I will also leave a message with the other team to look out for a private message. Currently, we do not have Microsoft Teams set up. Could you please confirm if Teams is required to initiate a private message, or if we can proceed via email?
Saritha Bandaru 665 Reputation points Microsoft External Staff Moderator

2026-08-05T06:17:23.5033333+00:00

Hello @AI MSI

Thank you for working with us offline.

We coordinated with the backend team and successfully completed the registration of your CNAM value.

For future CNAM registration requests, please raise a ticket with the TNS team via the TAC portal.

Should you have any other questions, please let us know. Thanks.