Create Support Request Improvements Needed
The opening a support request flow could use some improvements in my opinion:
1) You should be able to attach screenshots, diagnostics traces, etc... directly in the request. Right now I have to wait for the email from the support person and send them there
2) There should be a way to close or indicate that the issue is resolved by the customer. Instead all status updates have to be made by Microsoft Support team which is a waste of their time if the end customer already knows that the issue is resolved
3) You should be able to choose the business impact while creating the ticket. Right now there is no option so you have to go back and change it after the fact
4) On step 7 there should be a "Create" button instead of an OK button and then having to go back to the previous flyout and hit "Create". Very confusing UI
Tom Allwood commented
You should be able to mark to close or delete tickets, very annoying!
While putting in a critical ticket, I found that some of the sub-tabs I had to fill out would automatically complete themselves and move to the next item in the list while others would require an OK button press. When I reached the final step and finished filling it out, I pressed OK, thinking it would submoit my ticket. Instead, it expected me to go back to the prior tab on the left and press a seperate "create" button there, despite the fact that I had already done all of the work of creating the ticket (from my perspective).
This was even more fun to figure out the second time, while submitting a ticket that was a critical outage in the services I'm paying for.