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How do I open a support ticket at Sophos?

Sophos offers several ways for you to open a support ticket in the event of a problem with your Sophos product. In this guide, we will briefly introduce you to three options and the most effective method.

Info: We’d like to take this opportunity to say that you can of course also get support for your Sophos product from us. Not only do we sell these products, we are also a certified Sophos Platinum Partner. If you are familiar with your firewall and have an Enhanced Support (SFOS) or Premium Support (UTM) license, you can of course contact Sophos on your own at any time. For customers who lack the know-how or just don’t want to take care of it themselves, simply go to our chargeable support package.

Requirements

To open a support ticket for your SG or XG firewall, you will need at least one of the following licenses. If you have problems with Sophos Central, you simply need to have a valid license.

  • Sophos XG Enhanced Support (included in EnterpriseProtect or TotalProtect bundles)
  • Sophos XG Enhanced Plus support
  • Sophos SG Premium Support (UTM OS)

Important: If you do not have any of the licenses listed above, you will need to purchase them first. Otherwise, your request will not be answered by Sophos. You can find the support licenses right here on this website in the top menu under “Licenses”.

Support options

There are several ways to contact Sophos support:

By phone

For many, picking up the phone is the fastest solution. But those who expect to be able to solve their problem over the phone with Sophos are mistaken. Phone support is only there to record your problem and create a support ticket from it. This saves you the hassle of having to write down your problem yourself. However, we recommend that you formulate the ticket yourself so that no information is forgotten.

Advice: However, we can highly recommend this method once you have opened a ticket. If you haven’t received a response to your ticket within a few days, simply call Sophos and reference your ticket number. The people on the phone can assign your ticket to someone and the process will be speeded up.

Open your support ticket by phone

Web form

The web form is a very simple way to open a ticket directly on the Sophos website. However, we do not recommend this method. On the one hand, you have no control over the status of the ticket and, on the other hand, we have seen several times that our message has apparently never reached the Sophos system.

Open a support ticket via the web form

Sophos Support Portal

Sophos provides a dedicated support portal for all customers to open tickets. This method has proven to be the most effective for us and is also preferred by Sophos. In this guide, we will therefore describe the process of how you can open a support ticket via Sophos’s support portal.

Open a ticket via the Sophos Support Portal

Create account

Visit the website https://support.sophos.com and log in with your SophosID.

Info: If you have already set up an XG firewall, you should already have a Sophos ID. Otherwise, simply click on Create Sophos ID below the green button on this login screen and create one.

Note: Sophos is currently working on enhancing its support portal. During this time, some users may experience problems logging into the Sophos Support Portal. In such cases, a single sign-on error will be displayed by Salesforce after entering the credentials. Sophos will ask you to call or chat with the Customer Care team. You can find the contact information on the Sophos support page..

Open your ticket

After you have successfully logged in with your Sophos ID, click on the green button labeled New Technical Support Case.

Open a new ticket at Sophos Support Portal

After that, a relatively long form will appear where you can describe your support case.

Form to open a ticket

In the Description field, explain your problem as best you can. To avoid delaying the response unnecessarily, do not give Sophos Support any reason to ask questions.

Note: You must write your support request in English. Sophos currently no longer has German language support.

When you have finished writing your support case, click on Submit. If you want to add screenshots, videos or logs to the ticket, you can submit such data afterwards under Submit a file. If possible, pack everything into a zip file and make sure that it is not larger than 20 MB.

Follow up ticket

Once you have opened the ticket, you should receive a confirmation email with the ticket number. If you have not received a reply from Sophos within 2-3 days, simply call Sophos and reference your ticket number. This will allow you to speed up the process a little.