I've had three tickets opened with the new support portal. One migrated, two I opened. I have not heard a single thing from anyone at Sophos. One, the status changed to assigned. Great! Still waiting for any kind of reply or direction. The second, closed with no response. Before the new portal, I thought they finally got their ducks in a row. Tickets were responded to in a timely manner. Follow up and results where provided. Now they are back to service request spiral of death.
Please fix this quickly.
Apologies for the delay on responses to your case, I have notified our management team about your complaint.
In regards to emails coming from email@example.com being quarantined; we are working…
I think I found your cases in the system. On your migrated case, our engineer sent follow up emails but there was a no response. Could you please check whether emails from firstname.lastname@example.org make it to your inbox?
To follow up on your cases, you can use the Post section on the right hand side of the case page (above where you see the case status update).
Many thanks, Secil
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 have received no emails from support. The last email I've received from Sophos on anything was on 8/14 regarding case 10039879
This email is to inform you that your case will be migrated to our new case management system during the week of August 15th – 21st, 2020. During this time you will receive an email from our new case management system, which will include your new case reference number. After this initial email you will be able to access the migrated case via the new Support Portal as well as open, view, and update new cases. Information regarding the Support Portal can be found on the Support Portal Community: https://community.sophos.com/support-portal
Regards, Cory Hooymans
* Never got an email
And what of the other two cases?
Case 03077538 was a malicious payload that was missed by Sophos. It was closed with no resolution. Typically on this type of case I received a response from Sophos, something like this:
Hello, Thank you for contacting Sophos Technical Support. **Please note that this is an automated response. If you have any questions, require assistance or clarification on this analysis, please feel free to reply to this email quoting this case number in the subject line.** The file(s) submitted were malicious in nature and detection will be available on the Sophos Databank shortly.
The only thing in the Status is" Informatica Integration (Employee) closed this case as Closed."
Case 03087738 was last updated 9/2 and states "Status Unassigned to Assigned". I will grant that I did set the Severity to Medium, but I usually would get some type of email response by now.
Thanks for any help you can offer.
Our engineer sent you an email about 12 hours on your case 03087738 - could you please check whether you received that email? You can also view the email communication the case under the Related tab - you will see the Emails section there.
We have no other report of this issue and we see plenty of cases where emails are sent back and forth.
So this is a bit awkward... I found the emails from email@example.com in quarantine in the Sophos Email Gateway! In hindsight, I probably should have checked here, but it never occurred to me that emails from Sophos would be blocked by Sophos. Here are the header and blacklist analyses of one of the emails using mxtoolbox:
As you can see by these, there appears to be several issues from that server that probably caused Sophos Email Gateway to flag it.
I will whitelist @sophos in Sophos Central and respond to the tickets.
Thank you, Dane! We have raised this with our team.
The black hole persists! I haven't received any updates or see any updates in support.sophos.com for case # 03087738. I attempted to call Sophos but was on hold for 20 minutes and gave up.
Is everything OK over there?
Hi Dane Westdyk
Thank you for reaching out and we apologize for any inconvenience caused. We are actively working on initiatives to improve the overall Support experience and appreciate your patience during this time. I have informed the concerned team to get back to you at earliest.
Still nothing. I hate to be the guy who says this kind of thing, but should we start to look for a different provider?
I'm seeing domain authentication failing for sophos.com which might (probably should) trigger some sort of digital escalation on your email infrastructure's part. If security is locked down tight, I'd expect email not to reach you.
In regards to emails coming from firstname.lastname@example.org being quarantined; we are working on a solution from our platform-side and our product support experts had a look at this as well, their advise was to set the DMARC action to - > *Conform to sender policy* (under Senders Checks).
Appreciate your patience.