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Create a case with Sophos Assistant

The Sophos Support Assistant is an AI-powered experience available in the Sophos Support Portal. It helps customers and partners get support faster by providing troubleshooting guidance, answering account and licensing questions, retrieving relevant knowledge resources, and assisting with support, customer care, or partner case creation.

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

Tip

Preferred support team selection is no longer available. If the Support 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 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 Support Assistant's questions.

  5. Advise the Support Assistant to create a case, if needed.

    The Support Assistant collects the necessary information. You may also be presented with some diagnostic questions.

  6. 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.