We’ve compiled the top 10 Microsoft Office 365 support issues in 2017. These are the top categories that the help desk requests fall under. With Office 365 users getting phished at alarming rates, it is no surprise that this is the #1 issue being ticketed through support. Rounding out the top 5 are issues related to the Outlook client and calendaring, along with Office 365 administration and Active Directory & SMTP Relay errors. One of the top ways to help resolve these issues quicker is by becoming part of Microsoft’s Cloud Solution Provider (CSP) program with MessageOps. You get direct support rather than getting support from Microsoft. Our time to resolution for Level 1 and Level 2 support calls is on average less than half of that of Microsoft’s.

Spam / Spoof / Phishing

Tickets included setting up Malware and Connection Filters, as well as Transport rules and guidance for setting up SPF, DKIM and DMARC records. Check out our blog post “Email Spoofing: Best Practices for Prevention in your Office 365 Environment” for more information.

Outlook Client

Tickets included setting up mail profiles, mailbox searching, auto-discover issues, sync issues with Office 365, and application crashes. It is highly recommended to make sure your Microsoft Office updates are fully installed and up to date to help prevent any Outlook issues.

Office 365 Admin Center / Exchange Admin Center

Tickets included creation of mailboxes, shared mailboxes, distribution groups, as well as setting appropriate permissions and changing passwords.

Hybrid/AD Connect/ADFS/SMTP Relay

Tickets included sync errors in AD Connect or ADFS, SMTP Relay’s not working properly, password sync issues, data inconsistencies, and upgrade discussions.


Tickets included modification of existing calendar events, removal of stuck events, notifications not being sent out, and SMS messages not received.

Office 2013 / 2016 Pro Plus

Tickets included crashing of the application, startup failures, and licensing/activation of the product.

Data Recovery

Tickets included requested recommendations to recover mailboxes, mail, folders, OneDrive libraries and contacts.


Tickets included sites being down, site library upgrades, site permission changes and data migrations.

Skype for Business

Tickets included Skype connection issues, login problems, external communication setup, and federation to other domains.


Tickets included setting up Office 365 mail, issues receiving mail/contacts, and mobile Office application issues.

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