Create Azure Support Requests
- Your agent files Azure Support Requests with full diagnostic evidence attached as a PDF
- Support Area Path is validated before submission — tickets route to the correct engineering team
- Offered automatically at the end of any troubleshooting session
- You can also ask directly: "Create a support request for this issue"
The problem: support tickets without context
Filing an effective Azure Support Request takes work. You need to choose the right service category and problem classification so the ticket reaches the correct engineering team. You need to describe the environment, symptoms, and what you've already tried. You need to attach evidence — logs, metrics, diagnostic output.
Most tickets arrive under-documented. The support engineer asks for information you already collected during troubleshooting, adding hours to resolution. Worse, a misrouted ticket (wrong service or problem classification) can delay triage by days.
How your agent creates support requests
Your agent builds the support request from the diagnostic evidence it already collected. No copy-pasting, no navigating the Azure Portal support wizard, no guessing which service category to pick.
Step 1: The agent offers to create a ticket
At the end of any troubleshooting session, your agent presents a summary and asks what you'd like to do:
🩺 DIAGNOSTIC SESSION COMPLETE
Summary of what I found:
• Symptom: VPN tunnel drops every ~50 minutes
• Suspected cause: PFS missing on IPsec rekey
• Confidence: High
• Boundary: Inside Azure
Is the information I provided sufficient, or would you like me to
create an Azure Support Request with the full analysis attached?
1. ✅ Sufficient — just save the report
2. 📨 Yes, create a Support Request
3. 📂 Just give me the PDF report
4. ❓ I'd like to ask follow-up questions first
You can also trigger this at any time by asking in chat:
Create a support request for this VPN issue
File an Azure support ticket — the ExpressRoute circuit isn't learning routes
Step 2: The agent collects your contact details
If you choose to create a ticket, the agent asks for your information in a single block:
| Field | What to provide | Example |
|---|---|---|
| First name | Your first name | Jane |
| Last name | Your last name | Chen |
| Contact email | jane.chen@contoso.com | |
| Phone | With country code | +1-555-0100 |
| Country | ISO country code | US |
| Timezone | Your timezone | PST |
| Severity | A (critical business impact), B (moderate business impact), C (minimal business impact) | B |
| Attach PDF? | Include the diagnostic report | Yes |
| Advanced diagnostics consent | Allow Microsoft to access additional telemetry | No (default) |
Step 3: The agent resolves the correct routing
The agent maps the root cause to the correct Azure service and problem classification. For example, a VPN rekey failure routes to VPN Gateway → Connectivity and Performance → Site-to-Site, not to a generic networking category.
The agent validates that the service and problem classification IDs match before submitting — catching the common "product and area path do not match" error before it happens.
Step 4: The agent builds the ticket
The support request description is structured, not free-form:
- Symptom — exactly as you reported
- Environment — subscription, resource group, source and destination resources
- Diagnostic mode — Active or Passive, which tools were used
- Hop-by-hop findings — every network hop checked with pass/fail status
- Key evidence — effective routes, BGP status, circuit metrics, log excerpts
- What was ruled out — confirmed-healthy components
- What remains unknown — gaps for the support team to investigate
- Suspected root cause — clearly labeled hypothesis
- Steps already tried — what you did before escalating
- PDF attachment reference — full diagnostic report attached
The agent generates a PDF from the complete diagnostic analysis (including the Mermaid network path diagram) and attaches it to the ticket.
Step 5: Confirmation
After creating the ticket, the agent confirms with the ticket ID and a direct link to manage it in the Azure Portal.
Requirements
| Requirement | Details |
|---|---|
| RBAC role | Support Request Contributor on the subscription |
| Support plan | Sev C: any paid plan (Developer minimum). Sev B: Standard or above. Sev A: Standard, Professional Direct, or Premier/Unified |
| Resource access | Reader on the resource cited in the ticket |
Billing and quota support requests don't require a paid plan — only the RBAC role. For technical issues, a paid support plan is required. The agent tells you which plan level is needed based on your chosen severity.
Before and after
| Before | After |
|---|---|
| Navigate Azure Portal support wizard, guess service category | Agent validates routing to the correct engineering team automatically |
| Write free-form description from memory | Structured 10-section description built from diagnostic evidence |
| Attach logs manually — or forget to | PDF report generated and attached automatically |
| Wrong problem classification delays triage by days | Agent validates service/classification pair before submitting |
| Support engineer asks for info you already collected | Full hop-by-hop analysis included in the ticket from the start |
Related capabilities
| Capability | What it adds |
|---|---|
| Azure Observability → | The diagnostic investigation that produces the evidence for the support request |
| Execute Mitigations → | Apply recommended fixes before or after filing the ticket |
Get started
Support request creation works automatically when your agent has the required permissions. Grant your agent's managed identity the Support Request Contributor role on your subscription during Step 1: Create and Set Up, and ensure you have a paid Azure support plan.