Improved notifications for support responses
Responses from support are indicated by a tiny pale blue dot in the bottom left hand corner of the outlook screen. This is the same notification format for “updated app” on iOS. So it is really easy to misconstrue that notification and completely miss support messages.
I know: i had three responses from support before by chance I happened to see a text notification as well, and by then the call had been closed due to lack of response from me.
A far better way of notifying the user that the outlook support team is trying to contact them would be to use the more informative approach of having an incrementing red message counter over the support icon in the Outlook home screen. You might then actually get a timely response from us in user-land! 👍