new support experience for partners

Author: Qian Wen

articles/marketplace/partner-center-portal/media/commercial-marketplace-support.png

@@ -1,13 +1,13 @@
 ---
 title: Get support for the Commercial Marketplace portal in Partner Center
 description: Learn about your support options in Partner Center, including how to file a support request.
-author: ChJenk 
+author: qianw211
 manager: evansma
 ms.author: jamwall 
 ms.service: marketplace 
 ms.subservice: partnercenter-marketplace-publisher
 ms.topic: conceptual
-ms.date: 05/17/2019
+ms.date: 03/07/2020
 ---
 
 # Support for the Commercial Marketplace program in Partner Center
@@ -34,56 +34,44 @@ Microsoft provides support for a wide variety of products and services. Finding
 
 1. Select **[Marketplace Partner community forum](https://www.microsoftpartnercommunity.com/t5/Azure-Marketplace-and-AppSource/bd-p/2222)** to answer your questions by leveraging the knowledge of other Microsoft publishers. 
 
-1. Select **[Additional help](https://support.microsoft.com/supportforbusiness/productselection?sapId=48734891-ee9a-5d77-bf29-82bf8d8111ff)** to open a **New support request** ticket. 
+1. Select **[Additional help](https://aka.ms/marketplacepublishersupport)** to open a **New support request** ticket.  
 
 ## How to open a support ticket
 
-Selecting **Additional help** from the Commercial Marketplace support menu in Partner Center will direct you to the Microsoft Support for business page. You will see several dropdown menus. The first few dropdown menus are automatically filled out for you. For Marketplace support, identify the product family as **Cloud and Online Services**, the product as **Marketplace Publisher**, and the product version as **Marketplace Publishing**. Do not change these pre-populated dropdown menu selections. 
+Now you're ready to open a support ticket at the **Help and Support** screen.
 
-- **Select a category that best describes the issue**: Choose the category that best aligns with your question or problem. Selecting a category will cause an additional dropdown menu to appear, asking you to select the problem that best describes your issue.
+![Help and support](./media/help-and-support.png)
 
-- **Select a problem that best describes the issue**: Choose the problem from the listed options that best aligns with your issue. Depending on your problem, a new section may appear saying "Here's some information that might help" with links relevant to your issue. Review these links before selecting the **Next** button to see whether your question or problem is addressed.
+>[!Note]
+>If you are logged in the Partner Center, you will receive better experience with support.
 
-By selecting the **Next** button, you will be directed to the **Issue Details** page. 
+**Option 1:** Enter keywords such as: Marketplace, Azure app, SaaS offer, account management, lead management, deployment issue, payout, etc.
 
-#### Tell us more about your issue
+**Option 2:** Browse topics -> select **Category** = commercial marketplace -> select the appropriate **Topic** then **Subtopic**.
 
-In the **Issue Details** section, explain what you need help with.
+Once you have found the topic of your choice, select **Review Solutions**.
 
-- Select your country.
-- Select the language in which you'd like to receive support.
-- Enter a title for your issue (from 3 to 200 characters).  
-- Enter a brief description of your issue (max 2000 characters).
-- Select **Next**.
+![Next step](./media/next-step.png)
 
-#### Select a support plan
+The following options will be come available:
 
-No information is required in the **Support Plan** section. Select **Next**. 
+* To select a different issue, go back to topic search.
+* Review the description for this issue, if available.  It is the text shown above the **recommended steps**.
+* Review **recommended steps**, if available.
+* Review **recommended documents**, if available.
 
-#### Select the severity of your issue
+![Recommended solutions](./media/recommended-solutions.png)
 
-No information is required in the **Severity** section. Select **Next**. 
+In case you cannot find your answer in **recommended solutions**, click on **provide issue details**.  Fill in the form and all required fields to help speed up the resolution process.  Then click **submit**.
 
-#### Who should we contact
+![Create a support ticket](./media/create-support-ticket.png)
 
-In the **Contact Information** section, ensure that your primary contact's name, phone number, and email is correct. 
-- Update this information if you see anything that is incorrect
-- You may add other contacts from your company to this support request if desired
-- Select **Next**
-
-#### Review and submit your support request
-
-Review your support request information on the **Review** section. 
-- If all the information is correct, select **Submit**. 
-- If any information needs to be updated, select the **Change** button next to the section in need of updates.
+>[!Note]
+>If you have not logged in Partner Center and the topic requires authentication, you will be requested to log in before you can proceed.  For public topics, authentication is not required.
 
 ## Track your existing support requests 
 
-To track your support request, visit the [Commercial Marketplace support page](https://support.microsoft.com/supportforbusiness/productselection?sapId=48734891-ee9a-5d77-bf29-82bf8d8111ff). 
-
-On the top blue menu bar, next to "Support for business", select the **Support requests** link. 
-
-Review all of your open and closed support requests in the **Microsoft Professional Support** section. 
+To review all of your open and closed tickets, go to **Commercial Marketplace** on the left navigation bar, and then select **support**.
 
 ## Next steps