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Customer unable to open support ticket using basic support included with D365 subscription

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Posted on by anschmi

My customer does not have a support plan but I was under the impression that basic support was still Included with Dynamics 365 subscription ??

Here are the  details from the customer's email. 

From Power Platform Admin center, I can’t get to the free support link anymore.   The process seems changed or broken.  Jon was also unable to find the free option.

 Clicked “See Solutions” , and chose “No” on was this helpful

 The “Next” button takes me to the Solutions tab and says I do not have permissions.

The Professional No Charge option is gone.

The “Learn More” link takes me to a page that still shows the Professional No Charge support plan.

 There is no option to select another support plan.

 

  • Yoop Profile Picture
    Yoop 114 on at
    RE: Customer unable to open support ticket using basic support included with D365 subscription

    We saw this same issue and when we repeated the action later the same day, the option was back.

  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar on at
    RE: Customer unable to open support ticket using basic support included with D365 subscription

    Hello!

    I understand that when your customer clicks on "Next" Button
    pastedimage1616586987971v1.png

    They're not taken to this page:

    pastedimage1616587022335v2.png

    have you tested if you're able to do this on their behalf? Another option they might take is creating the support request from Office365 portal, by deploying all on "Support" and clicking on "New Service Request"

    pastedimage1616587100193v3.png

    They will be asked for some information and offered some solutions. At the end of the screen they have an option to Contact Support:

    pastedimage1616587163276v4.png

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