[What and why]
We will retire the ability to add notes directly to support tickets from the Microsoft 365 admin center Need Help experience.
This change aligns support communication to channels that provide reliable and consistent engagement. Customers will continue to communicate with Microsoft Support through supported channels, including:
- Email communication with the support engineer
- Phone callbacks
- Other support experiences
[Rollout schedule]
The “Add Note” option will be retired starting in early July 2026 and will be fully removed by mid-July 2026 across Worldwide, GCC, GCC High, and DoD.
[Impact on your organization]
Who is affected
- Admins who manage or update Microsoft support tickets in the Microsoft 365 admin center
Platforms/services
- Microsoft 365 admin center
What will happen
- The “Add Note” option in support tickets will be removed.
- The option may appear disabled before it is removed.
- Communication with support will continue through existing channels, including email and phone.
[Action required / recommendations]
- No action is required.
- Inform admins that updates to support tickets should be completed using supported channels:
- Reply to the email thread associated with the support request.
- Engage through phone when contacted by Microsoft support.
- Update internal documentation if needed.
Additional information
This change only affects how updates are added to existing support tickets. Ticket creation and resolution workflows are not impacted.
[Compliance considerations]
No compliance considerations identified. Review as appropriate for your organization.
Source: Microsoft
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