[Introduction]
To improve support experiences, we're expanding the Get diagnostics feature—currently available in the new Outlook for Windows—to Outlook for Web. This allows users to securely send diagnostic data to Microsoft Support directly from the Help tab, streamlining issue resolution.
[When this will happen:]
General Availability (Worldwide): Rollout will begin in mid-October 2025 and is expected to complete by late October 2025.
[How this affects your organization:]
Who is affected:
Users of Outlook for Web and admins managing support scenarios in Microsoft 365.
What will happen:
- A new option will appear under the Help tab in Outlook for Web to send diagnostics to Microsoft Support.
- While managing a support ticket, Microsoft Support may instruct a user to submit diagnostics using this option and provide the resulting support ID.
- Diagnostic data is stored in Microsoft’s support ticketing system and accessed by support agents and engineers for troubleshooting.
- Admins can manage this feature using the cloud policy: Configure Get Diagnostics feature's visibility in the Help Ribbon in Office applications.
- The feature is enabled by default unless disabled via policy.
[What you can do to prepare:]
No action is required unless you wish to disable or manage the feature.
To disable or configure the feature:
- Use cloud policy to disable or configure the feature’s visibility and behavior.
To prepare your organization:
- Communicate this change to helpdesk staff.
- Update internal documentation if you reference support workflows in Outlook for Web.
Learn more: Contact support and provide feedback in new Outlook for Windows (will be updated before rollout)
Compliance considerations
| Consideration | Explanation |
|---|---|
| Stores new customer data | Diagnostic data is stored in Microsoft’s support ticketing system. |
| Admin control available | Admins can control visibility and behavior via cloud policy. |
| Allows user to enable/disable | Users can choose to send diagnostics when instructed by support. |