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Sophos URL Sample Submission - still a black hole without communication

LHerzog

Hey Sophos Team,

2 Years ago I already asked you to review your URL Sample / Recategorization workflow.

I even wrote this on 19.11.2021 directly to the Sophos Customer Advocate responsible for Germany Region.

URL Sample Form: support.sophos.com/.../filesubmission

Nothing has changed since - if you submit a URL to change the category or to mark it as malware, you guys still not notify me about changes you eventually make to the URL category. Not only that this process usually takes days or weeks (!!) to complete, this is still a complete black box.

Even if you login the support portal with your company account. In the sample form you already know who I am, and write company name, name, mail address, and additionally ask for SN of the firewall. But you do noting useful with that information. Just collecting.

All of your competitors can do that better and I kindly ask to change that process on your support web portal and finally start

1) notify customer about URL sample submit input

2) notify customer about the further progress and changes done or not done to the URL category

It's really bad to file a classic support case for such a simple job because that is currently the only way to get me updated.



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  • 0 in reply to LHerzog

    Hi Lherzog,

    Regarding your case, I'm checking this with our Internal Team. Will keep you posted once I"ve got an update.

    Erick Jan
    Community Support Engineer | Sophos Technical Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

  • +1 in reply to LHerzog

    Hi LHerzog,

    We got an update from our internal team and below is what they advise

    We do plan to allow URL submissions via the intelixUI and then to be able to disagree and get a ticket etc., just as we do today for files. However, at the moment, URLs won't create a ticket in the same way as files. It’s still the old way.

    We’re also working with support to get the process in place for URLs. However, we don't have a tentative time as to when this will be rolled out/implemented.

    Erick Jan
    Community Support Engineer | Sophos Technical Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

  • 0 in reply to Erick Jan

    Confused that is disappointing. file submission was always working with feedback when files have been analyzed. only URL submission was black holed.

    Now you tell us, intelix is the new tool with all the cool features - use it!

    and URL submission is not working....

  • 0 in reply to LHerzog

    Looking  at the support case it seems that for intelix URL disagreement all that is handled over to the support team is a part of the URL in the case description. Many URL sampled are probably too long for the description and are truncated so the poor guy at support just cannot do his work.

    You should just put the full URL provided for intelix disagreement into the case details. Job would be done.

  • 0 in reply to LHerzog

    Hi LHerzog,

    Apologies for the inconvenience, and thank you for the feedback.

    Our team is aware of this and is actively working on updating the current process.

    Erick Jan
    Community Support Engineer | Sophos Technical Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

  • 0 in reply to Erick Jan

    Thank you. I appreciate it.

  • 0

    Can confirm the not well maintained URLs categories too. Best example:

    0nlyfans(.)com -> Social Network (well done Sophos!)

    If you use URL categories for family filtering, maybe you should switch to another product…

    Already submitted via feedback -> as all things submitted, no feedback, no change, no better customer experience.

    Several office URLs -> all IT category -> complete useless.

  • 0 in reply to Quallensaft

    The main point is: Sophos is using a database, used by many customers and other vendors as well. 

    So to speak: If one user gives a submission, it will be looked at but it will not automatically be taken care, as this would mean, one user could reclassify the entire database. Therefore, if multiple users are looking into one submission at the same time, it will be escalated. If one user gives a submission for one URL, it can take longer to be looked at. 

    By the way: Just some thoughts about "Family filtering". The main concerns i have: In the modern world, you can simply avoid filtering on the router by turning on mobile data. This means, students, kids etc. are trained to avoid such filters easily. What they cant avoid: Fitlering on the device. But still to this day, it seems not to be taken care of the vendors of the devices as much as they should do it. 

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  • 0 in reply to LuCar Toni

    Would everything not be a problem, if the customer has the possibility to „overwrite“ that lists on the device.

    At the moment any customer is complete dependend on that lists and if they (for whatever reason) wrong or not well maintained you will have a problem and waiting for reports and create tickets and hope anyone is helping you or maybe not ;-)

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