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Create a support case with Sophos Assistant

Start a conversation with Sophos Assistant to get answers to your technical questions, guidance to troubleshoot product issues, or open a support case.

For more information, see Best Practices when opening a case with Sophos Support.

If your concern is related to the support or partner portal, licensing, and so on, create a customer care or partner care case instead. See Create a Customer/Partner care case.

Tip

Preferred support team selection is no longer available. If the Assistant detects a supported language, it offers a transfer to the appropriate regional support team: LATAM (Spanish or Portuguese), Spain, France, Italy, Japan, and DACH (English).

To create a support case, do as follows:

  1. Go to Sophos Support.
  2. Sign in with your Sophos ID.
  3. Enter your question on the AI prompt bar field or use one of the suggested prompts.
  4. Describe your issue and answer the Assistant's questions.
  5. Advise the Assistant for a case, if needed.
  6. The Assistant collects the necessary information. You may also be presented with some diagnostic questions.

  7. Review and submit the details. The case number then appears.

    Note

    MSPs no longer need to select a bypass checkbox to open a case on behalf of a customer who is not listed under the accounts list. Bypass is now automatically applied.

    If the customer account is not listed in the accounts list, request the customer to grant you access to manage their cases. See Allow a Sophos Partner to manage your account.