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Audits and agents

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Posted on by unicorn_tech

Hello.

I opened a ticket several weeks ago, concerning missing audit records. The agents kept assigning my case to other agents, sending me long flowery emails about how dedicated they were to my case, and claiming I had sent no information or screen shots. I would reply to each one with screen shots and details (that I had previously submitted). It would get reassigned, and the new agent would claim they had no info. I'd forward info again, and the new agent would claim they didnt have info.

During each of these communications, I requested thst the agents respond to my case. There is a 30 day expiry on audit record tracing, and the agents refusing to look into my case cost precious time.

Finally, several days ago, I demanded they close the ticket, so I could write a review, and so I could reopen the ticket and hopefully reach a better department. While I have opened a new ticket, the agents are still refusing to close the old ticket. They have reassigned it to 3 different agents since this past Wed., with each one assuring me that "soon" the ticket will be closed. This is in addition to a teams meeting, where they insisted that it was difficult to close the case, since there are a number of procedures that have to be followed first.

I believe writing a review is the only thing that will improve the situation at this point, and I think that's exactly why they are refusing to close the case. They don't want me to be able to write a negative review.

Is there someone from Microsoft who can contact me about this?

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NeerajPawar 165 on at

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Microsoft Support sometimes engages in Community posts and may provide possible solutions to reported issues, but they typically do not respond to support feedback through this channel.
I would recommend reaching out directly to the manager who is usually cc’d on the support engineer’s email. You can share your feedback and raise any concerns with them directly.

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ManoVerse 1,108 Super User 2026 Season 1 on at

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You can escalate the case, and Microsoft Support is still required to follow the escalation process. options you can use:

Ask directly in the conversation reply:
“Please escalate this case to a Support Escalation Manager.” Support Escalation Manager has the authority to take ownership of stalled or mishandled cases and ensure proper resolution.

If the case continues to be reassigned, request a Duty Manager review. Duty Managers can override internal workflows, enforce correct procedures, and close the ticket if needed.

(Best Option) If your organization has a CSAM (Customer Success Account Manager):
Contact them directly. A CSAM can escalate cases internally to Microsoft support leadership and bypass frontline queues entirely.

You can also call Microsoft Support directly using the number for your region:
https://support.microsoft.com/help/4051701 Provide your case number and request escalation.

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unicorn_tech 95 on at

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Thank you both, but unfortunately, this didn't work. And this process is happening on nearly every ticket that gets assigned to "Teknowledge Global LTD". That's at least how the agents and their supervisors (who often have the same name as the agents) are listed in the sender. @ManoVerse - I'm going to try to reach out to our Microsoft Partner, I assume that's what is meant by CSAM, and see if they can do anything here.

The latest issue. I had opened a ticket in December. The agent would reply to me about once a month, always apologetic with non-answers. It is now the end of March, and I asked to close the case, because it's ridiculous. Now, suddenly, the manager is involved insisting that he had no idea this was happening (manager has the same first and last name as the agent), and wants to schedule a meeting to "understand" my concerns.

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ManoVerse 1,108 Super User 2026 Season 1 on at

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@unicorn_tech Thanks for the update and sorry that the support process has been frustrating .
From what I have seen, sometimes Microsoft support requests don’t reach the right team or the expected support plan, which causes delays.
Your Microsoft partner can definitely help by guiding you through the correct process and connecting you with the right people, so support becomes easier to reach when delays happen.

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unicorn_tech 95 on at

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Hello, following up with another update.

I attempted to escalate this outside of the ticketing system by calling Microsoft Support directly. After explaining the situation, I was told I would be transferred to the appropriate team—but the transfer resulted in an automated message stating: “We are currently closed.”

At this point:

The original case (Tracking ID #2603240050002630) remains open despite repeated requests to close it.

New tickets related to the issue are being closed as duplicates

Phone escalation is not successfully routing to a team that can take action

My partner has also indicated they are unable to take further action in this situation.

As a result, I currently have no effective path to progress or close this case through the available support channels. In contrast, in cases handled by other support teams, I have not encountered this issue and the process has proceeded as expected.

Can someone from Microsoft advise how to proceed when a case cannot be progressed or closed through standard channels?

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