New Sophos Support Portal Now Available

Partner Program•Sophos News

Our new support portal gives you improved visibility and makes it much easier for you to track and manage support cases

Aug 17 2020 By

We’re excited to announce that our global support team has launched a new Support Portal. With improved visibility for you and your customers, it is much easier for you to track and manage all support cases.

You can now access and create support cases via this site: https://support.sophos.com/support

What’s new:

  • Customers can create and manage their own support cases
  • You can manage cases on behalf of your customers
  • More interactive ways to update and track a case
  • View and manage cases created by others in your team
  • Chat in real-time with one of our support engineers
  • Find suitable solutions in our Knowledgebase
  • Manage your team’s access to the Support Portal

How to get started

Please note that the process to create a support case has now changed. From now on, you will need to log in to the new Sophos Support Portal with your SophosID. If you do not have a SophosID yet, you’ll be able to create one as part of the registration process. Registration is quick and easy. You can find more information on how to register on our Community page.

Once logged in, you can conveniently create, manage and follow cases in the Support Portal.

You can also still call in to our Support Centers to open a case. You can find our phone numbers on the support pages.

Migration of existing cases

Active cases have been migrated to the new Support Portal. If you have an open case with us, you should have received an email with your new case number and further instructions. Please don’t worry that your old case has been closed, as that is just a result of the migration to the new portal.

Filing cases on behalf of your customers

You’re now able to manage cases on behalf of your customers and escalate cases to support management. This Community page includes a link to the Knowledgebase article that explains how your customers can give you access to view their assets, and create cases on their behalf.

Customers are also able to log in and track cases that you are managing for them. If your customer does not grant access to you, you can still file cases on their behalf, under your partner account as you do today, though you will not see the customer’s assets.

See our Community page for a demo and the latest information.

About the Author

Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.