Dynamics Decoded

How I Raise a Support Ticket for Business Central (and Actually Get Things Resolved)

Ramesh Kumar
2–3 minutes

You know that feeling when Business Central throws an error just when you’re about to complete something critical? Been there. I’ve had my fair share of “What now?” moments, and over time, I’ve figured out a way to raise tickets that get noticed and resolved—quickly.

So instead of giving you another boring checklist, let me share how I personally go about it.

First, I figure out who owns support

I ask myself:

  • Am I working with a Microsoft support plan?
  • Do we go through a partner or CSP?
  • Do we have someone internal who usually logs tickets?

Once I know that, I know where to send the issue.

I gather everything the support team will ask anyway

No back-and-forth. No waiting two days just for them to say, “Can you tell us the version?” I make sure to include:

  • Env: Production or Sandbox
  • Version: Something like 23.2.xxxx
  • Tenant ID (if I have it handy)
  • Where the issue is (Page ID or module)
  • What happened and how to reproduce it
  • Screenshot + the actual error text (not just the image)
  • Whether it’s a customization or standard feature

Before logging a ticket, I check the community

Sometimes, you’re not the first one running into that weird issue. Here’s where I look first:

Often, someone has either seen it before or knows a quick workaround.

If I’m logging through Microsoft Admin Center

Here’s what I do:

  1. Open admin.microsoft.com
  2. Go to Support > New Service Request
  3. Choose Dynamics 365 and type in what’s happening
  4. Set the urgency, and boom—it’s logged

If it’s through my partner

I either shoot a clear, detailed email or use their portal. I always include timelines like, “We need this resolved before month-end close,” or “Users are blocked from shipping today.” That gets attention.

Then I track it (like my boss will ask any minute)

  • Ticket number? Saved.
  • Reply from Microsoft or partner? I respond ASAP.
  • Request for a Teams call? I book it right away.

If it’s dragging? I escalate.

I don’t wait. If something’s business-critical, I:

  • Escalate through the portal
  • Call our account manager
  • Loop in leadership if needed

My Tips (from real experience)

  • Log early—don’t wait until it becomes a fire
  • Give them exactly what they’ll need to resolve it
  • Always check community and Yammer first—you might not even need a ticket

That’s it. Real steps from someone who’s done it more times than I’d like to admit. Share your own experience below on how you raise ticket!

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