Introducing Sophos Support Assistant — A Smarter Start to Every Support Interaction

Resources•Support

Launching 3 June, our new AI-powered assistant helps partners and customers resolve issues faster — starting from the very first chat.

May 27 2026 By

From 3 June, all chat support interactions at Sophos will begin with the Sophos Support Assistant, an AI-powered first line of support designed to accelerate resolution and improve the overall support experience for both partners and customers.

A faster, more structured start

The Sophos Support Assistant is built to streamline the initial stages of every chat interaction with Support. In this Phase 1 release, it can:

  • Answer common support questions in real time
  • Create and manage support cases
  • Assist with account and license-related queries
  • Capture and structure issue details upfront
  • Transfer seamlessly to a live support engineer when needed

By handling these initial steps, the assistant ensures that every case starts with the right information — reducing back-and-forth and saving valuable time. Watch this short demo to see it in action:

Faster path to resolution

The Support Assistant improves speed and efficiency:

  • Resolve issues faster — Get immediate answers to common L0–L1 queries
  • Reduce handling time — Structured cases help speed up troubleshooting
  • Use it yourself — Partners can directly leverage the assistant to troubleshoot customer issues before escalation

For those cases that need a support engineer, the groundwork is already  done. With key details captured and organized from the start, Sophos Support teams can move straight into deeper troubleshooting — helping drive faster outcomes.

For partners, the Sophos Support Assistant is more than just a support chatbot — it’s a practical tool you can use to work more efficiently. Over time, as customers increasingly adopt self-service, the Support Assistant will also help reduce the volume of basic L0–L1 queries coming directly to you — freeing up your time to focus on higher-value activities.

Visit the Support Portal to get started.

What’s not changing

  • Complex issues will continue to be handled by experienced support engineers
  • Existing escalation paths remain unchanged

What comes next

This launch marks Phase 1 of a broader transformation. Over time, AI capabilities will expand across the Support Portal and phone channel — creating a more connected, consistent support experience across every touchpoint.

About the Author

Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.

Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.

Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.