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How to Configure Tenant Alerts for Partner-Opened Support Cases
Question details
The user wants to know if a customer tenant can automatically receive email alerts when a CSP partner opens a Premier support case using GDAP.
- Product
- Microsoft Partner Center
- Device & OS
- not provided
- Scenario
- A CSP partner provides Premier for Partners support via GDAP and needs to open support cases on behalf of a customer tenant.
- Observed behavior
- The customer tenant needs visibility into support cases opened on their behalf through automated email notifications.
Ensure you have the necessary administrator credentials in the Microsoft Partner Center and active Granular Delegated Admin Privileges (GDAP) for the target customer tenant.
Configure Support Notifications in Microsoft Partner Center
Check and enable notification settings within the Partner Center to alert tenants of newly opened support cases.
Notification capabilities for partner-opened cases are managed within the Partner Center's support portal. The availability of automated tenant alerts heavily depends on the specific Microsoft Premier Support agreement you hold.
Log in to the Microsoft Partner Center using your CSP administrator credentials.
Go to the 'Support' section from the main dashboard and select 'Premier Support'.
Locate and select the specific customer tenant for whom you are managing the support case.
Look for the notification or alert settings related to newly opened cases and configure them to send emails to the tenant's designated admin contacts, if the option is available.
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Frequently Asked Questions
What is GDAP in Microsoft Partner Center?
Granular Delegated Admin Privileges (GDAP) is a security feature that provides partners with least-privileged, time-bound access to a customer's workloads, allowing them to manage services and open support cases securely without requiring global admin access.
Why can't I find the notification setting for tenant support alerts?
This feature's availability depends on your specific Premier for Partners support agreement and recent Microsoft platform updates. If it's missing, you may need to manually notify the tenant or contact Microsoft support for account-specific clarification.
Can tenants view partner-opened support cases in their own admin center?
Yes, typically customer tenant administrators can view support tickets opened on their behalf by navigating to the Support section within their own Microsoft 365 admin center.
