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Support Portal Support Cases: visibility of E-Mail responses incomplete

LHerzog

Hello,

thanks for bringing yor support portal back to life!

Before the outage and still after there seems to be an issue with the mail responses that are shown or more precise - NOT shown in support portal.

At least at some point they cannot be reviewed online and find out who sent what and when.

When will there be a full in-case-history online so I don't have to search in my mail history?

Example:

Latest response thats is visible online in the case 03552330 was 20. January 2021 at 12:03

There were three responses from me and four from Sophos after that displayed mail on 21st and 22nd.

Von: me
Gesendet: Donnerstag, 21. Januar 2021 09:26
An: 'Sophos Support' <support@sophos.com>
Betreff: AW: Suspicious URL:RE: AW: AW: AW: AW: Sophos Support Case 03552330 Opened / [ ref:_00D301GN6a._5003Z1BEJLu:ref ]

...

Von: me
Gesendet: Donnerstag, 21. Januar 2021 15:29
An: 'Sophos Support' <support@sophos.com>
Betreff: AW: Suspicious URL:AW: Suspicious URL:RE: AW: AW: AW: AW: Sophos Support Case 03552330 Opened / [ ref:_00D301GN6a._5003Z1BEJLu:ref ]

Von: me
Gesendet: Freitag, 22. Januar 2021 12:10
An: 'Sophos Support' <support@sophos.com>
Betreff: AW: AW: Suspicious URL:AW: Suspicious URL:RE: AW: AW: AW: AW: Sophos Support Case 03552330 Opened / [ ref:_00D301GN6a._5003Z1BEJLu:ref ]



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  • FormerMember
    0 FormerMember

    Hi LHerzog,

    I see a few emails sent and received in our internal view - could you please check the Emails section in the Related tab of the case as you should see them all there?

    Many thanks, Secil 

  • 0 in reply to FormerMember

    Hello Secil,

    I must admit. I have never clicked on the Related tab. I can see all the mails there. But what about the right side of the case overview - what are those updates? That makes no sence to me that the latest update there is different from the last mail.

  • FormerMember
    0 FormerMember in reply to LHerzog

    Hi LHerzog,

    There are 2 communication methods on the case, the update panel you see on the right allows you and Sophos users to post comments and the other is email. We are aware that how these case "entries" are displayed on the Support Portal is not ideal.

    To be honest, we thought posting functionality would be used more than email (we stand corrected) and I think we will need to look into removing any obstacles that lead users to chose email over posts as posts could be interactive and make it easier to follow all updates.

    We are reviewing Support Portal functionality & usability, appreciate that you are sharing your feedback here with us.

    Regards, Secil 

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