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Hi,with the new support portal i would like to handle the communication with the support again via the portal. i appreciate to have the information about the ticket directly in view.in the "Related" tab I found the emails about the history. in the "show all updates" block only status changes are recorded. here the emails are missing.What is much more tragic, how can I leave an answer in the support portal? The only thing I can find is the comment box at the side of the page, which I can then likebest regards
Agreed, Max - the use of the portal is intuitive only for those that created it. They need to have it better documented on-screen instead of forcing everyone to spend a half-hour searching and watching videos recorded in a British accent that made 30% of the presentation not understandable.
Cheers - Bob
You can indeed use the Post "box" on the right hand-side of the case page, you can find details of all the functionality available on Sophos Customers: Case Creation or Sophos Partners: Case Creation. Our engineers can reply to your posts or start a new thread - you will get in-app and email notifications for these posts.
Secil YanikSenior Business Analyst, Support & ServicesSupport Videos | Product Documentation | @SophosSupport | Sign up for SMS AlertsIf a post solves your question, please use the 'Verify Answer' button.
I like the “new” Portal (I couldn’t seem to get SophServ to work properly or show the right products) and the more interactive comment feature.
I was able to chat back and forth in real time on a case!
There’s certainly improvements to be made, but as a starting point, this looks so much better to me!