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Mails from and to technical support getting lost


we're having massive issues with mails from and to technical support getting lost somewhere at Sophos.

This results in cases to get closed because Sophos thinks, we're not responding and on the other hand causes frustration because customer sees no response.

This has been acknowledged by the Sophos Customer Advocate we're in contact with and is supposed to be in relation with a Salesforce update you did.

I cannot find any public information from Sophos on this issue and find this really bad.

Customers need to know that there is a known issue and of course what to do in such cases. Calling the support phone line is a waste of time for everyone.

Please communicate.


Status updates to follow
[edited by: Sophos Author at 11:26 PM (GMT -8) on 22 Nov 2021]