With the end of the year rapidly approaching, many find themselves in moments of reflection for what has occurred in previous months. IT organizations are no different, and a key part of business strategy is looking to the past to understand the future needs of their business. When it comes to support of Office 365, there are many different issues that arise in which companies are in need of resolution. MessageOps is able to resolve these issues in a quicker manner through our complimentary support services that are included with the Microsoft CSP program. For more information, visit this blog post.

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Below are the top 10 ticket categories that our Office 365 service desk have performed troubleshooting and resolved throughout 2018:

1.  Office 365 Administration

Over the last year Microsoft has made numerous changes to their backend systems. Whether that was moving components to new admin centers, or even fully removing functionality that has been there for years. Our service desk received hundreds of requests for assistance administrating their Office 365 tenants. Below are some of the more frequent requests:

  • PowerShell script requests
  • User Mailbox administration
  • Mail Trace
  • Transport Rules
  • Mail Forwarding
  • Office 365 Groups
  • Shared and Resource Mailboxes
  • Reporting
  • Password Policies
  • Archiving
  • Retention Policies
  • Litigation Hold
  • eDiscovery Content Search
  • Restore Mailboxes

Helpful Tip: MessageOps recently launched Inscape the new Office 365 management and reporting platform to help you boost productivity, mitigate risks, and find cost-saving opportunities within your environment.

2.  Office 365 Security

In a very close second was Office 365 Security service requests. In previous years this has been our reigning champion of overall support tickets. These requests are usually unique and require very accurate diagnosis and remediation to resolve. Below are examples of tickets were received throughout the year:

  • Spoofed email
  • Phishing email
  • Compromised user mailboxes
  • SPF, DKIM and DMARC records
  • Advanced Threat Protection
  • Spam Filtering
  • Content Filtering
  • Transport rule creation
  • DLP (Data Loss Prevention) Policies
  • SCL (Spam Confidence Level) and BCL (Bulk Confidence Level) filtering
  • Mailbox Auditing
  • External Forward Identification
  • Risky Sign-ins
  • Multi-Factor Authentication

Helpful Tip: MessageOps has teamed with Ironscales to help companies combat email phishing for their Office 365. Nearly 10% of emails delivered to Office 365 inboxes are spam, phishing related messages. Request a demo.

3.  Office 365 Pro Plus

To the surprise of no one, Office 365 Pro Plus software such as Outlook 2016 garnered numerous requests with our service request. The issue with diagnosing and resolving installed instances of software, is many times the issue is local to the workstation. Environmental changes such as patching and third-party software or plug-ins can adversely effect any software installed. Below are examples of such requests:

  • Outlook 2013 & 2016 application issues
  • Outlook third-party plug-ins
  • Inconsistencies between OWA and Outlook (folders or mail)
  • Credentials not accepted
  • Multi-factor authentication app password not syncing
  • Auto-complete issues
  • Installation issues with Office Pro Plus
  • Licensing issues with Office Pro Plus

Helpful Tip:
During a recent webinar we had with Microsoft, we discussed the upcoming support and connectivity changes, examples of impacted scenarios, the importance of staying current on Office 365 ProPlus, and what will happen in 2020. Watch the replay

Also, if you have not already, you can request a complimentary Microsoft Legacy Analyzer tool to assess your readiness for Microsoft’s changes or Champion / MessageOps can run it for you. Simply email [email protected]

4.  Office 365 Licensing

Licensing within Office 365 doesn’t sound like it should be a complicated issue. But due to Microsoft making so many adds, removals and changes to their license structure every month, it can become overwhelming to keep up. Many of these requests center around an understanding of what license contains which features. Below are some examples:

  • License features
  • Prerequisite licenses (Example: Skype PBX requires Skype Phone System)
  • CSP Boss (licensing portal) Access
  • Assistance purchasing licenses

5.  Office 365 Mailflow

When it comes to issues that can cripple anyone’s Office 365 environment, mailflow must be right up there at the top. We receive consistent tickets almost daily regarding emails not hitting their intended recipient, or mail they were expecting never reaching them. In rare cases even, entire tenants unable to send and/or receive mail. Below are some examples of these requests:

  • Users unable to send externally (Blocked in Action Center)
  • Mail going to quarantine
  • SMTP relay setup
  • Mail header analysis
  • NDR or bounce-backs
  • Allow or block specific domains
  • Tenant unable to send or receive mail

6.  SharePoint

Just with Office 365, we receive quite a few requests regarding SharePoint. Many of which is normally access related, or general “how-to” inquiries. In some cases, we may receive administrative questions regarding site collections or how to access certain document libraries directly from an end-user’s PC. Below are some examples:

  • Setup external access
  • Document versioning
  • Office 365 Groups integration
  • SharePoint Calendars
  • Increase SharePoint storage
  • Issues opening documents within SharePoint
  • SharePoint permissions
  • Map SharePoint library as a drive locally

Helpful Tip: To help you with leveraging SharePoint, we created several pre-built templates including a corporate intranet, learning management system, and contract management. Learn more

7.  AD Connect

Microsoft has made great strides over the years upgrading DirSync to Azure AD Connect. But unfortunately, no software is without its faults, and those faults generate tickets with our service desk. These numbers have gone down considerably over the years and troubleshooting, and resolution seem to get easier with each new iteration.

  • Active Directory accounts stop syncing
  • Upgrade from DirSync to AD Connect
  • Sync errors between AD and Office 365
  • User attributes refuse to sync
  • Sync service stops running
  • Multiple domains to single Office 365 tenant

8.  Office 365 Calendar

For many individuals the use of their calendar is the only way they can function day to day and keep track of their activities. Unfortunately, the Office 365 mailbox calendar isn’t without its inconsistencies. This can be due to calendar permissions which are independent to mailbox permissions, or the dreaded free/busy showing on every listed appointment. Below are examples of the tickets we receive:

  • Calendar permissions
  • Delegate access
  • Resource calendar setup
  • Shared calendar setup
  • Free/Busy status

9.  Skype for Business

I expect that next year this category will switch over to Teams as Microsoft has been slowly deprecating services within Skype for the transition. Many of the tickets we receive for Skype this year were license based, but federation with other organization is also always requested. Please see the following examples below:

  • Skype license assistance
  • Skype account creation (24-hour delay)
  • Federation with other Skype for Business users
  • External use with Skype consumer users
  • Skype/Teams integration

Helpful Tip: Learn more about Microsoft’s strategy for Skype to Teams – here.

10.  OneDrive for Business

As more organizations move off traditional storage into cloud-based storage, the rise in OneDrive service tickets go with it. Many of the requests we receive as issues with the local application, virtually none for the web-based portal. Others are inquiries regarding moving data in and out of OneDrive or increasing storage. Below are examples of the requests:

  • OneDrive application sync errors
  • OneDrive Document versioning
  • OneDrive setup direct-to-cloud (Windows 10)
  • Increase storage for users OneDrive
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