Checking status of ticket [Removed PII]

Check the case in the same Microsoft support portal where it was submitted, then update that existing case and request escalation rather than opening another ticket.

Check and escalate the existing case

1. If submitted through the Microsoft 365 admin center:
   Sign in with an administrator account, then go to Support > View service requests and open the case. Review its status, add an update requesting escalation, and verify the callback number and authorized-contact email addresses. The documented tracking location is Support > View service requests.^1^
2. If submitted through Microsoft Security Copilot:
   Go to Help > Support history, locate the case, and view or edit it there.^2^
3. If the case is not visible in either location:
   Reply to the original case-confirmation email, preserving its subject and case reference. Request:
   • Current owner and status
   • Immediate callback
   • Escalation based on ongoing security risk and business impact
   • Confirmation that the additional evidence was attached to the existing case
4. If no response follows:
   Contact Microsoft Support through the official support page, reference the existing case, and ask that it be escalated rather than duplicated.^3^

There is no documented public status page for an individual hacking/security support case. Public Service Health pages report service incidents, not the progress of a private customer investigation. For Microsoft 365 security or privacy incidents, administrators should also check Microsoft 365 admin center > Message center for tenant-specific communications.^4^

Microsoft Q&A participants cannot access private support records. In some similar cases, a moderator offered to check routing after receiving the ticket number through Private Messages, but the number should not be posted publicly.^5^ Remove the case number from the public post if editing is available, and share it only through an official private-message request or authenticated support channel.

If the compromise may still be active, do not wait for the case update before applying your organization’s containment procedures, such as disabling affected accounts or sessions and preserving logs and evidence.

References

1. Get support for Viva Glint
2. Contact support for Microsoft Security Copilot
3. Contact Microsoft customer support | Microsoft Support
4. Microsoft 365, Dynamics 365 & Power Platform incident readiness for Microsoft Engage Center
5. Authentication Problem - Microsoft Q&A