Manage an Azure support request

After you create an Azure support request, you can manage it in the Azure portal, which is covered in this article. You can also create and manage requests programmatically, using the Azure support ticket REST API, or by using Azure CLI.

View support requests

View the details and status of support requests by going to Help + support > All support requests.

All support requests

On this page, you can search, filter, and sort support requests. Select a support request to view details, including its severity and any messages associated with the request.

Send a message

  1. On the All support requests page, select the support request.

  2. On the Support Request page, select New message.

  3. Enter your message and select Submit.

Change the severity level

Note

The maximum severity level depends on your support plan.

  1. On the All support requests page, select the support request.

  2. On the Support Request page, select Change.

    Change support request severity

  3. The Azure portal shows one of two screens, depending on whether your request is already assigned to a support engineer:

    • If your request hasn't been assigned, you see a screen like the following. Select a new severity level, then select Change.

      Select a new severity level

    • If your request has been assigned, you see a screen like the following. Select OK, then create a new message to request a change in severity level.

      Can't select a new severity level

Share diagnostic information with Azure support

When you create a support request, the Share diagnostic information option is selected by default. This option allows Azure support to gather diagnostic information from your Azure resources that can potentially help resolve your issue.

To change your Share diagnostic information selection after the request has been created:

  1. On the All support requests page, select the support request.

  2. On the Support Request page, look for Share diagnostic information and then select Change.

  3. Select Yes or No, then select OK to confirm.

    Grant permissions for diagnostic information

Upload files

You can use the file upload option to upload diagnostic files or any other files that you think are relevant to a support request.

  1. On the All support requests page, select the support request.

  2. On the Support Request page, browse to find your file, then select Upload. Repeat the process if you have multiple files.

    Upload file

File upload guidelines

Follow these guidelines when you use the file upload option:

  • To protect your privacy, do not include any personal information in your upload.
  • The file name must be no longer than 110 characters.
  • You can't upload more than one file.
  • Files can't be larger than 4 MB.
  • All files must have a file name extension, such as .docx or .xlsx. The following table shows the filename extensions that are allowed for upload.
0-9, A-C D-G H-N O-Q R-T U-W X-Z
.7z .dat .har .odx .rar .uccapilog .xlam
.a .db .hwl .oft .rdl .uccplog .xlr
.abc .DMP .ics .old .rdlc .udcx .xls
.adm .do_ .ini .one .re_ .vb_ .xlsb
.aspx .doc .java .osd .remove .vbs_ .xlsm
.ATF .docm .jpg .OUT .ren .vcf .xlsx
.b .docx .LDF .p1 .rename .vsd .xlt
.ba_ .dotm .letterhead .pcap .rft .wdb .xltx
.bak .dotx .lo_ .pdb .rpt .wks .xml
.blg .dtsx .log .pdf .rte .wma .xmla
.CA_ .eds .lpk .piz .rtf .wmv .xps
.CAB .emf .manifest .pmls .run .wmz .xsd
.cap .eml .master .png .saz .wps .xsn
.catx .emz .mdmp .potx .sql .wpt .xxx
.CFG .err .mof .ppt .sqlplan .wsdl .z_
.compressed .etl .mp3 .pptm .stp .wsp .z01
.Config .evt .mpg .pptx .svclog .wtl .z02
.cpk .evtx .ms_ .prn .tdb - .zi
.cpp .EX .msg .psf .tdf - .zi_
.cs .ex_ .mso .pst .text - .zip
.CSV .ex0 .msu .pub .thmx - .zip_
.cvr .FRD .nfo - .tif - .zipp
- .gif - - .trc - .zipped
- .guid - - .TTD - .zippy
- .gz - - .tx_ - .zipx
- - - - .txt - .zit
- - - - - - .zix
- - - - - - .zzz

Close a support request

If you need to close a support request, send a message asking that the request be closed.

Reopen a closed request

If you need to reopen a closed support request, create a new message, which automatically reopens the request.

Cancel a support plan

If you need to cancel a support plan, see Cancel a support plan.

Next steps

How to create an Azure support request

Azure support ticket REST API