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contact-support.md

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title description ms.service ms.author author ms.localizationpriority manager audience ms.collection ms.topic search.appverid ms.date
Contact Microsoft Defender for Endpoint support
Learn how to contact Microsoft Defender for Endpoint support
defender-endpoint
deniseb
denisebmsft
medium
deniseb
ITPro
m365-security
tier2
conceptual
met150
02/24/2025

Contact Microsoft Defender for Endpoint support

[!INCLUDE Microsoft Defender XDR rebranding]

Applies to:

Defender for Endpoint has recently upgraded the support process to offer a more modern and advanced support experience.

The new widget allows customers to:

  • Find solutions to common problems
  • Submit a support case to the Microsoft support team

Prerequisites

It's important to know the specific roles that have permission to open support cases.

At a minimum, you must have a Service Support Administrator OR Helpdesk Administrator role.

For more information on which roles have permission, see Security Administrator permissions.

For general information on admin roles, see About admin roles.

You must have a Microsoft Defender for Endpoint Plan 1 or Plan 2 license to open support cases. If you're using only Microsoft Defender for Servers Plan 1 or Plan 2, you must purchase at least one Defender for Endpoint Plan 1 or Plan 2 as well to open a support case.

Access the widget

Accessing the new support widget can be done in one of two ways:

  1. Clicking on the question mark on the top right of the portal and then clicking on "Microsoft support":

    :::image type="content" source="/defender/media/contactsupport.png" alt-text="The Microsoft support icon in the Microsoft Defender portal" lightbox="/defender/media/contactsupport.png":::

  2. Clicking on the Need help? button in the bottom right of the Microsoft Defender portal:

    :::image type="content" source="media/need-help-option.png" alt-text="The Need help button" lightbox="media/need-help-option.png":::

In the widget you'll be offered two options:

  • Find solutions to common problems
  • Open a service request

Find solutions to common problems

This option includes articles that might be related to the question you may ask. Just start typing the question in the search box and articles related to your search will be surfaced.

:::image type="content" source="/defender/media/contactsupport1.png" alt-text="How can we help?" lightbox="/defender/media/contactsupport1.png":::

In case the suggested articles aren't sufficient, you can open a service request.

Open a service request

Learn how to open support tickets by contacting Defender for Endpoint support.

Note

If you have a premier support contract with Microsoft, you'll see the premier tag on the widget. If not, contact your Microsoft account manager.

Contact support

:::image type="content" source="/defender/media/contactsupport2.png" alt-text="The contact support 2" lightbox="/defender/media/contactsupport2.png":::

  1. Fill in a title and description for the issue you are facing, the phone number and email address where we may reach you.

  2. (Optional) Include up to five attachments that are relevant to the issue to provide additional context for the support case.

  3. Select your time zone and an alternative language, if applicable. The request will be sent to Microsoft Support Team. The team will respond to your service request shortly.

Related topics

[!INCLUDE Microsoft Defender for Endpoint Tech Community]