Merge pull request #8289 from Brenduns/12469338-get-support-take-2

12469338  oob early september - Help and support - republish

Author: v-stsavell

memdocs/get-support.md

@@ -8,7 +8,7 @@ keywords:
 author: brenduns
 ms.author: brenduns
 manager: dougeby
-ms.date: 04/01/2022
+ms.date: 08/31/2022
 ms.topic: how-to
 ms.service: mem
 ms.subservice: fundamentals
@@ -31,11 +31,11 @@ ms.collection:
 
 # How to get support in Microsoft Endpoint Manager admin center
 
-Microsoft provides global technical, pre-sales, billing, and subscription support for device management cloud-based services, including Intune, Configuration Manager, Windows 365, and Microsoft Managed Desktop. You can access support for all of these from **Help and support** in the Microsoft Endpoint Manager admin center. In this article, we explain how to get to Help and support and review your different support options from within the admin center.
+Microsoft provides global technical, pre-sales, billing, and subscription support for device management cloud-based services. These cloud-based services include Intune, Configuration Manager, Windows 365, and Microsoft Managed Desktop. You can access support for all of these options from **Help and support** in the Microsoft Endpoint Manager admin center. In this article, we explain how to get to Help and support and review your different support options from within the admin center.
 
 To access support resources in the Endpoint Manager admin center, including creating and managing a support incident, your account must have an Azure Active Directory (Azure AD) role that includes the *action* **microsoft.office365.supportTickets**. Guest users are an exception: they can't file support tickets, even when granted the correct action. For information about Azure AD roles and permissions that are required to create a support ticket, see [administrator roles in Azure Active Directory](/azure/active-directory/active-directory-assign-admin-roles-azure-portal).
 
-Support is available both online and by phone for paid and trial subscriptions. Online technical support is available in English and Japanese. Phone support and online billing support are available in additional languages.
+Support is available both online and by phone for paid and trial subscriptions. Online technical support is available in English and Japanese. Phone support and online billing support are available in other languages.
 
 ## Access Help and support
 
@@ -44,21 +44,29 @@ Use one of the following links to open the Microsoft Endpoint Manager admin cent
 - **Public cloud**: Use [https://endpoint.microsoft.com](https://go.microsoft.com/fwlink/?linkid=2109431)
 - **Private cloud** for government, which is also known as a sovereign cloud like Azure Government: Use [https://endpoint.microsoft.us](https://endpoint.microsoft.us)
 
-From within the admin center, use one of the following methods to access Help and support:
+To access help and support in the admin center, you have some options:
 
-- Go to **Troubleshooting + support** > **Help and support** to open the *Help and support* pane.
+- Go to **Troubleshooting + support** or another node in the admin center and select **Help and support** to open a full screen experience of Help and support.
 
-- From any node in the admin center, select **Help and support** to open the *Help and support* pane.
+  :::image type="content" source="./media/get-support/troubleshooting-support-help-support.png" alt-text="Screenshot that shows how to get to help and support from Troubleshooting and support in the Microsoft Endpoint Manager admin center and Microsoft Intune." lightbox="./media/get-support/troubleshooting-support-help-support.png":::
 
-- From any node in the admin center, select the **?** icon in the upper-right corner to open the *Help* pane. Then, select **Help + support** to open the *Help and support* pane.
+- From any node in the admin center, or your current area of focus, select the question mark (`?`) near your profile pic to open the Help and Support pane.
+
+  In the following example, select **All services** and then select the question mark (`?`). **Help and support** opens:
+
+  :::image type="content" source="./media/get-support/all-services-question-mark.png" alt-text="Screenshot that shows how to get to help and support using home, dashboard, or any other option in the Microsoft Endpoint Manager admin center and Microsoft Intune." lightbox="./media/get-support/all-services-question-mark.png":::
+
+  When you open **Help and support** this way, it's pinned at the side. You can select any other option and it stays pinned.
 
 ### Choose the right support scenario
 
-The following image is an example of accessing help and support for Microsoft Intune by navigating to the Endpoint security node for Intune, and then selecting Help and support.
+In **Help and support**, select any available option to focus support on your scenario. You’ll only see tiles for the services that you have subscriptions to use.
 
-> ![Navigate to open help and support](./media/get-support/navigate-to-help-and-support.png)
+In the following example, you see the different services available in this subscription:
 
-On the **Help and support** pane, select a tile to focus support on the scenario you are seeking assistance for. The following information can help you choose the correct focus:
+:::image type="content" source="./media/get-support/help-and-support-pinned.png" alt-text="Screenshot that shows the available help and support services in your subscription in the Microsoft Endpoint Manager admin center and Microsoft Intune.":::
+
+The following information can help you choose the correct focus:
 
 - **Intune**:
   - Managing devices with Intune
@@ -82,7 +90,7 @@ On the **Help and support** pane, select a tile to focus support on the scenario
   - Change requests to the configuration of Microsoft Managed Desktop devices
   - Reporting an incident or outage
 
-  If you are a Microsoft Managed Desktop customer, selecting that tile for Microsoft Managed Desktop related issues will take you to the Service Requests page. For more information on Service Requests, see [Admin support for Microsoft Managed Desktop](/microsoft-365/managed-desktop/working-with-managed-desktop/admin-support?view=o365-worldwide&preserve-view=true).
+  If you're a Microsoft Managed Desktop customer, selecting that tile for Microsoft Managed Desktop related issues will take you to the Service Requests page. For more information on Service Requests, see [Admin support for Microsoft Managed Desktop](/microsoft-365/managed-desktop/working-with-managed-desktop/admin-support?view=o365-worldwide&preserve-view=true).
 
 - **Windows 365**:
   - When you have a subscription for Windows 365, this tile opens Help and support for Windows 365.
@@ -103,75 +111,73 @@ After you select a support scenario, the admin center presents the Help and Supp
 > [!NOTE]
 > To access support scenarios in the Endpoint Manager admin center, your account must have an Azure Active Directory (Azure AD) role that includes the *action* **microsoft.office365.supportTickets**.
 
-:::image type="content" source="./media/get-support/confirm-management-selection.png" alt-text="View the How can we help window":::
+:::image type="content" source="./media/get-support/confirm-management-selection.png" alt-text="Screenshot that shows the How can we help window in the Endpoint Manager admin center and Microsoft Intune.":::
 
-Above the *How can we help?* title are three icons that you can select to open different panes: *Find solutions*, *Contact support*, and *Service requests*. The pane you’re viewing is identified by which icon is underlined. By default, the Help and support page opens to the *Find solutions* pane.
+Above the *How can we help?* title, there are three icons that you can select to open different panes: *Find solutions*, *Contact support*, and *Service requests*. The pane you’re viewing is identified by which icon is underlined. By default, the Help and support page opens to the *Find solutions* pane.
 
 > [!TIP]  
 > Customers with a **Premier** or **Unified** support contract have [additional options](#premier-and-unified-support-options) for support. If you've a Premier or Unified support contract, you'll see a banner similar to the following image:
 >
-> ![Premier banner](./media/get-support/premier-banner.png)
+> :::image type="content" source="./media/get-support/premier-banner.png" alt-text="Screenshot that shows the premier support option in the Endpoint Manager admin center and Microsoft Intune.":::
 
-### Find solutions
+### Search for solutions
 
-![Select the find solutions pane](./media/get-support/find-solutions.png)
+:::image type="content" source="./media/get-support/find-solutions.png" alt-text="Screenshot that shows how to search for solutions in the Endpoint Manager admin center and Microsoft Intune.":::
 
-On the *Find solutions* pane, specify a few details about an issue in the provided text box. As you enter details, the console might offer suggestions based on what you've entered. Depending on the presence of specific keywords, the console offers one of two support experiences depending on what is available for the product you selected: the traditional support experience and the updated support experience.
+On the *Search for solutions* pane, specify a few details about an issue in the provided text box. As you enter details, the console might offer suggestions based on what you've entered. Depending on the presence of specific keywords, the console offers one of two support experiences depending on what is available for the product you selected: the traditional support experience and the updated support experience.
 
 #### Traditional experience
 
-For products that use traditional support, when you enter keywords, the *Find solutions* pane returns one or more of the following options based on the details you provide:
+For products that use traditional support, when you enter keywords, the *Search for solutions* pane returns one or more of the following options. These options are based on the details you provide:
 
 - **Run diagnostics** – From the console you can start automated tests and investigations of your tenant that can reveal known issues. When you run a diagnostic, you might receive mitigation steps you can take to help resolve the issue.
 - **View insights** – Find links to documentation that provide context and background specific to the product area or actions you’ve described.
-- **Recommended articles** – Browse suggested to troubleshooting topics and other content related to the issue you’ve described.
+- **Recommended articles** – Browse suggested to troubleshooting articles and other content related to the issue you’ve described.
 
 For example, for Microsoft Intune you might enter **device enrollment failure**. With these criteria, your results include the option to run diagnostics for a user account:
 
-:::image type="content" source="./media/get-support/troubleshooting-insights.png" alt-text="View of Need help pane with options to run diagnostics, view insights, and read recommended articles":::
+:::image type="content" source="./media/get-support/troubleshooting-insights.png" alt-text="Screenshot that shows the need help pane to run diagnostics, view insights, and read recommended articles in the Endpoint Manager admin center and Microsoft Intune." lightbox="./media/get-support/troubleshooting-insights.png":::
 
 Running the diagnostics can identify issues for that account in Azure AD. In this example, the user wasn’t assigned a license for Intune, preventing the device enrollment, and we see a link to relevant content:
 
-:::image type="content" source="./media/get-support/diagnostic-resuslts.png" alt-text="View the diagnostic results":::
+:::image type="content" source="./media/get-support/diagnostic-resuslts.png" alt-text="Screenshot that shows the diagnostic results in the Endpoint Manager admin center and Microsoft Intune." lightbox="./media/get-support/diagnostic-resuslts.png":::
 
 #### Updated support experience
 
 *This support experience is currently available for Intune and Co-management.*
 
-Some keywords will lead to an enhanced experience that helps you drill down to more scenario-specific support. For example, if you're using Microsoft Intune and enter a generic search for *Need help with Intune*, the console offers several more focused scenarios you can select clarify the problem and find more focused results.
+Some keywords will lead to an enhanced experience that helps you drill down to more scenario-specific support. For example, you're using Microsoft Intune and enter a generic search for *Need help with Intune*. You'll see several more focused scenarios you can select to clarify the problem and find more focused results.
 
-:::image type="content" source="./media/get-support/scenarios-example.png" alt-text="View of the scenario options":::
+:::image type="content" source="./media/get-support/scenarios-example.png" alt-text="Screenshot that shows scenario options in the Endpoint Manager admin center and Microsoft Intune.":::
 
 When you select a scenario, new options are offered to help narrow down the issue.
 
-:::image type="content" source="./media/get-support/drill-in-scenarios.png" alt-text="View of scenario options":::
+:::image type="content" source="./media/get-support/drill-in-scenarios.png" alt-text="Screenshot that shows filtered scenario options in the Endpoint Manager admin center and Microsoft Intune.":::
 
 When presented, you can run automated tests or diagnostics where applicable, and view insightful information to help troubleshoot the problem. You might also see remediation steps to help you fix the issue.
 
 ### Contact support
 
-The **Contact Support** option is available after you provide some basic keywords on the *Find solutions* pane. You can use this pane to file an online support ticket for a supported service.
+The **Contact Support** option is available after you provide some basic keywords on the *Search for solutions* pane. You can use this pane to file an online support ticket for a supported service.
 
 > [!IMPORTANT]  
 > For technical support with third-party products that work with Intune (like Saaswedo, Cisco, or Lookout), contact the supplier of that product first. Before you open a request with Intune support, make sure you configured the other product correctly.
 
-:::image type="content" source="./media/get-support/contact-support.png" alt-text="Select the contact support icon":::
+:::image type="content" source="./media/get-support/contact-support.png" alt-text="Screenshot that shows how to select the contact support icon in the Endpoint Manager admin center and Microsoft Intune.":::
 
 When requesting assistance, provide a description of the problem with as much detail as needed. After confirming your phone and email contact information, select the method of contact you prefer. The window displays a response time for each contact method, which gives you an expectation of when you'll be contacted. Before submitting your request, attach files like logs or screenshots that can help fill in details about the issue.
 
-![Contact support form](./media/get-support/contact-support-form.png)
+:::image type="content" source="./media/get-support/contact-support-form.png" alt-text="Screenshot that shows the contact support form in the Endpoint Manager admin center and Microsoft Intune.":::
 
 After you fill in the required information, select **Contact me** to submit the request.
 
 ### Service requests
 
-![Select the service requests pane](./media/get-support/service-requests.png)
-
 The *Service requests* pane displays your case history. Active cases are at the top of the list, with closed issues also available for review.
 
-![View your service request list](./media/get-support/service-requests-pane.png)
+:::image type="content" source="./media/get-support/service-requests.png" alt-text="Screenshot that shows your service request list in the Endpoint Manager admin center and Microsoft Intune.":::
 
-If you have an active support case number, you can enter it here to jump to that issue, or you can select any incident from the list of active and closed incidents to view more information about it.
+If you have an active support case number, you can enter it here to go to that issue. Or, you can select any incident from the list of active and closed incidents to view more information about it.
 
 When you're done viewing details for an incident, select the left arrow that appears at the top of the service request window just above the icons for the **How can we help?** pane icons. The back arrow returns the display to the list of support incidents you've opened.
 

memdocs/intune/fundamentals/in-development.md

@@ -291,14 +291,6 @@ Features of the reusable settings groups will include:
 
 Reusable groups will be configured on a new Tab for *Reusable settings* that will be available when you view endpoint security Firewall policy.  In the [Microsoft Endpoint Manager admin center](https://go.microsoft.com/fwlink/?linkid=2109431) > **Endpoint security** > **Firewall**.
 
-<!-- ***********************************************-->
-
-## Monitor and troubleshoot
-
-### Open Help and Support without losing your context in the Microsoft Endpoint Manager admin center<!-- 12469338 -->
-You’ll soon be able to use the **?** icon in the Microsoft Endpoint Manager admin center to  open a help and support session without losing your current node of focus in the admin center. The **?** icon is always available in the upper right of the admin center title bar. This change will add an additional method for accessing *Help and support*.
-
-When you select  **?**, the admin center will open a new and separate side-by-side pane you use to navigate the support experience. By opening this separate pane, you’ll be free to navigate the support experience without affecting your original location and focus on the admin center. You will however be free to navigate through the admin center in that original pane if you choose.
 
 <!-- ***********************************************-->
 

memdocs/intune/fundamentals/whats-new.md

@@ -61,6 +61,15 @@ You can use RSS to be notified when this page is updated. For more information,
 ### Scripts
 ### Tenant administration
 -->
+## Week of September 26, 2022
+
+### Monitor and troubleshoot
+
+#### Open Help and Support without losing your context in the Microsoft Endpoint Manager admin center<!-- 12469338 -->
+
+You can now use the **?** icon in the Microsoft Endpoint Manager admin center to open a [help and support](../../get-support.md) session without losing your current node of focus in the admin center. The **?** icon is always available in the upper right of the title bar of the admin center. This change adds an additional method for accessing *Help and support*.
+
+When you select **?**, the admin center opens the help and support view in a new and separate side-by-side pane. By opening this separate pane, you’ll be free to navigate the support experience without affecting your original location and focus on the admin center.
 
 ## Week of September 19, 2022 (Service release 2209)