Tickets falling into a black hole?

Question

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.

FormerMember · Answer

Hi Dane, 
 Apologies for the delay on responses to your case, I have notified our management team about your complaint. 
 In regards to emails coming from support@sophos.com 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. 
 Secil

FormerMember · Answer

Hi Dane, 
 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. 
 Many thanks, Secil

FormerMember · Answer

Just wanted to share the update that we have improved the DKIM signature of emails sent from support@sophos.com which should resolve this issue.

Tickets falling into a black hole?

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