Create a support ticket

  • Article

Before creating a support ticket, get real-time help by using the Power Platform admin center (admin roles only) or the Microsoft Fabric support page. If you can't resolve the issue through self-help, create a support ticket.

Prerequisites

Users can create support tickets if they have one of the following security roles or licenses:

  • Microsoft Entra role administrator

  • Environment administrator (or system administrator role in Dataverse)

  • Company administrator

  • Billing administrator

  • Service administrator

  • CRM service administrator

  • CRM organization administrator

  • Security administrator

  • Partner delegated administrator

  • SharePoint administrator

  • Teams administrator

  • Exchange administrator

  • Fabric administrator

  • Compliance administrator

  • Helpdesk administrator

  • Power BI Pro users can create support tickets for Power BI

  • Fabric users can create support tickets for Fabric products

Steps for creating a support ticket

The steps you take to create a support ticket vary, depending on your role.

For administrators

  1. Sign in to the Power Platform admin center (PPAC) with your admin credentials.

  2. Select Help + support in the left navigation pane, and then select Get Help + support.

    Screenshot of the Help + support page, showing where to select the Get Help + support option.

  3. Select the product you're experiencing an issue with.

    Tip

    You can type the product name to quickly find the requested product.

  4. Fill in the description of the issue and select the arrow to the right of the text box. Solutions matching the issue's description appear.

    Screenshot of the How can we help screen, showing where to find the issue description field.

  5. If you don't find the correct solution, select the problem type and subtype, and then choose Get solutions. For some problem type and subtype selections, you're asked to provide additional information.

    Screenshot of the How can we help screen, showing where to find the Problem type field.

  6. Based on the information you provide, PPAC presents you with a list of possible solutions to your issue. Select the relevant solution and determine if the content can successfully guide you to a fix.

    Screenshot of the Solutions tab, showing a list of Recommended solutions.

  7. If the guidance doesn't resolve your issue, scroll down, select Next, and then fill in the fields on the Support tab.

    Screenshot of the Support tab, showing the required fields.

  8. If you have a Unified or Premier support plan that doesn't appear under Support plan, select Add new contract and fill in the fields. If you don't know your access or contract ID, contact your service admin, Incident Manager, or Customer Success Account Manager (CSAM).

    Screenshot of the Support tab, showing where to select Add new contract.

    Tip

    • For Contract ID/Password, enter your Unified or Premier contract ID.
    • The Contract ID/Password defaults to the Unified or Premier contract ID. If you've changed the password when registering online in the Unified/Premier portal, you should use the updated password instead of the contract ID.

For Fabric users and Power BI Pro users

  1. On the Microsoft Fabric support page, review the Product status dashboard list, the Service Outage/Degradation status, the Awareness status, and the current known issues, to ensure that your issue isn't already known.

  2. If you don't find your issue, scroll down to Create a support request and select the Get support link below the product you're experiencing an issue with.

    Screenshot of the product selection section of the Fabric support page.

  3. Fill in the description of the issue and select the arrow to the right of the text box. Solutions matching the issue's description appear.

    Screenshot of the Problem tab, showing where to enter the issue description.

  4. If you don't find the correct solution, select the problem type and subtype, and then choose Get solutions. For some problem type and subtype selections, you're asked to provide additional information.

    Screenshot of the Problem tab, showing where to select your problem type.

  5. Based on the information you provide, you see a list of possible solutions to your issue. Select the relevant solution and see if the content can successfully guide you to a fix.

    Screenshot of the Solutions tab, showing the Recommended solutions and Recommended documentation lists.

  6. If the guidance doesn't resolve your issue, scroll down, select Next, and then fill in the fields on the Support tab.

    Screenshot of the Support tab, showing the required fields.

  7. If you have a Unified or Premier support plan that doesn't appear under Support plan, select Add new contract and fill in the fields. If you don't know your access or contract ID, contact your service admin, Incident Manager, or Customer Success Account Manager (CSAM).

    Screenshot of the Support tab, showing where to select Add new contract.

    Tip

    • For Contract ID/Password, enter your Unified or Premier contract ID.
    • The Contract ID/Password defaults to the Unified or Premier contract ID. If you have changed the password when registering online in the Unified/Premier portal, you should use the updated password instead of the contract ID.

Live Chat

  • For some of the combinations of problem type and subtype, users might see the option to start a live chat session with a Microsoft Support representative. The option to start a live chat session appears on the Contact page.

    Screenshot of the Contact tab, showing where to select Live Chat.