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Mails from and to technical support getting lost

LHerzog

Hi,

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.

Thanks.



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

    We apologize for any inconvenience this may have caused. As you have mentioned, the issue was a result of a Salesforce-enforced update and a small subset of our customers were affected. Our team is actively working on resolving this issue as soon as possible and we'll provide an update on this thread as more information becomes available.

    For any critical support issues, we highly recommend contacting our Support Hotline.

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  • 0

    Hello LHerzog,

    We apologize for any inconvenience this may have caused. As you have mentioned, the issue was a result of a Salesforce-enforced update and a small subset of our customers were affected. Our team is actively working on resolving this issue as soon as possible and we'll provide an update on this thread as more information becomes available.

    For any critical support issues, we highly recommend contacting our Support Hotline.

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