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

SophServ

SophServ is a portal for opening and managing support 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 to open a support ticket with SophServ in more detail.

Open a Sophos support ticket via SophServ

Create account

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

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

When you first log on to SophServ with your SophosID, the following form will appear. Fill in the fields completely and then click Submit Request.

SophServ Request Account

Info: You may not be able to access SophServ immediately afterwards. However, you should be notified by Sophos when your access has been granted.

Open your ticket

After successfully logging in with your SophosID, click on Cases at the top of the navigation bar and then on the button labeled open new case.

Open a new ticket at SophServ

Then a relatively long form will appear where you can describe your support case. Fill in all fields as best you can.

SophServ form to open a ticket

Advice: A little confusing are the two dropdowns at Operating system. For whatever reason, these are also mandatory fields! We always choose Windows 10 here, even if the operating system has no connection at all with the support case. Just don’t choose anything too exotic.

In the Problem summary field, describe your case as best as you can. Do not give Sophos support any reason to ask questions so as not to delay the response unnecessarily. Also use the opportunity to upload files such as screenshots or logs. If possible, pack everything into a zip file and make sure it is no 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.