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New Portal is useless, same situation like the old system

juergenb52

I think the new portal doesn´t do a better job than the old one.

  • Tickets are still open and no one seems to work on tickets.
  • Tickets are not read by sophos and still the same questions are asked for tickets.
  • Attachments are not seen by sophos.

So nothing changed



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  • 0

    Hi ,

    We apologize for any inconvenience you have experienced. Would it be possible to share your support case numbers with me via PM so that I can help follow up?

    Thanks,

    Florentino
    Director, Global Community & Digital Support
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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  • 0 in reply to FloSupport

    Hi FloSupport,

    the new system is no improvement at all.

    Tickets are still not read by the support staff. Often they ask the same question every time. They don´t read the information or understand that information. So they ask everytime.

    Even if i add the Access ID and Time Frame they are asking for the access ID.

    Even if i give them a written permit to fix the problem, the always answer the mails.
    But most of the time, tickets are delay for weeks or month. 

    The UI is not in a responsive design, all information are to small.
    You can´t the related email information, columns are to small.

    It´s the same unresponsive design as in Sophos XG 16,17,18 ...

Reply
  • 0 in reply to FloSupport

    Hi FloSupport,

    the new system is no improvement at all.

    Tickets are still not read by the support staff. Often they ask the same question every time. They don´t read the information or understand that information. So they ask everytime.

    Even if i add the Access ID and Time Frame they are asking for the access ID.

    Even if i give them a written permit to fix the problem, the always answer the mails.
    But most of the time, tickets are delay for weeks or month. 

    The UI is not in a responsive design, all information are to small.
    You can´t the related email information, columns are to small.

    It´s the same unresponsive design as in Sophos XG 16,17,18 ...

Children
  • 0 in reply to juergenb52

    Hi Florentino,

    thanks for your responds.

    If i use the search within this forum i can select several options (screenshot)

    And if i browse through the results, these are not filtered for the year 2020.

    like the first result, this is 4 years old.

    I think the filter option is usesless and doesn´t work as designed.

    Jürgen

Unfiltered HTML