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M365 Changelog: Updating OneDrive for Business end users ability to create service requests directly

Rabia Noureen

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MC458663 – The ability of OneDrive users to contact Microsoft directly in the form of support requests will be retired before the end of the calendar year 2022.

Only an administrator will be able to open a support request with Microsoft.

Microsoft will continue to ramp up our efforts in communication with end users from in product feedback and the Feedback portal.

When this will happen:

Microsoft will begin rolling out in early-December and expect to complete it by late December.

How this will affect your organization:

Users in your organization will no longer be able to create service requests directly from OneDrive clients (Windows, Mac, Android, iOS). This does not affect a user’s ability to send feedback from OneDrive clients.

There is no change in Administrators ability to create service requests from Microsoft admin center.

  • For Windows and Mac: ‘Contact support’ will be disabled in future updates and for existing or old versions it will not create a service request.
  • For Android: ‘Report a Problem’ will create a feedback item instead of a service request.
  • For iOS: ‘Ask for help’ will be disabled in future updates and for existing or old versions it will not create a service request. ‘Report a Problem’ will create a feedback item instead of a service request.

Additional information: Prevent users from contacting Microsoft directly.

What you need to do to prepare:

You may consider updating your training and documentation as appropriate.

Additional information

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