Microsoft 365 Support: What Information Should You Provide?

Start with the affected service

Microsoft 365 includes several connected services, so it helps to identify the area involved before troubleshooting begins. Examples include Exchange email, Teams, SharePoint, OneDrive, user accounts, MFA, or security settings.

Details to include

• The affected Microsoft 365 service or app.
• The user or users affected, using email addresses where appropriate.
• Whether the issue affects one person, a group, or the whole organization.
• The exact error message or behavior being reported.
• When the issue started and whether anything recently changed.
• Device type, browser, app, or operating system when relevant.
• Screenshots that do not expose passwords, tokens, or sensitive content.

Account and access questions

For user account requests, explain whether the request involves a new user, departing user, password reset, MFA issue, group membership, mailbox access, Teams access, SharePoint permissions, or OneDrive file access.

Do not send passwords, MFA codes, backup codes, or recovery information in a support request.

Governance and productivity requests

Some Microsoft 365 requests are not break-fix issues. They may involve improving file organization, Teams structure, sharing settings, account policies, or security configuration. These requests may be handled as consulting or project work depending on scope.