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# citrix-vads
Slackbot
05/12/2023, 12:59 PMThis message was deleted.
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BridgeBot
05/12/2023, 1:21 PM5 per day seems okayish. But most of them should be solvable from the L1. There should be a maximum of 3 to L2/L3 in the week.
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Rob Beekmans
05/12/2023, 1:30 PMWe used to have a customer on XenDesktop with RES WM and 1200 users over a few locations and they had a helpdesk of 1 person + 2 admins for all IT related things
but it depends (there you have it, the consultant answer).. need to be proper in setup and config, need to have things automated for deployment and update.. it requires a decent environment to do it like this
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c4rm0
05/12/2023, 1:38 PMyeah automation and self service in the ITSM solution plays a big part as well
c4rm0
05/12/2023, 1:51 PMI typically always recommend to build a support structure based off the recommendations in the citrix consulting handbook. This place doesn't have any level 2-3 citrix guys and level 1 are call handlers only so as you can imagine its not very structured. They get a handful of Citrix related calls a day and act like the world is going to end and the Citrix environment is falling apart
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Rob Beekmans
05/12/2023, 1:51 PMthey're doomed 😉
Rob Beekmans
05/12/2023, 1:53 PMThat is pretty hard if they are level 1 folks... ah, well you learn to swim fastest when thrown in the water (or was that just my granddad saying that?)
Automation is key, so they can worry about user stuff and know 100% that image is correct and apps are working when deployed
Rob Beekmans
05/12/2023, 1:54 PMand I guess a good monitoring solution should be found, perhaps something like ControlUP to also give them some helpdesk tools along with it
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Steve Noel
05/12/2023, 2:29 PMif they don't like fixing problems....IT is not the right place for them. #SorryNotSorry
💯 1
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c4rm0
05/12/2023, 2:39 PMYeah exactly and I am not wasting my time teaching them Citrix stuff when they don't want to learn. I have only worked at a MSP and done consulting so never been involved in the support side / call stats side so not aware of how many tickets a L1/L2 desk would get in a Citrix environment of this size hence why I wanted to get a rough idea
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Ryan Gallier
05/15/2023, 2:43 PMWe budget .5 hours/month/user. We generally hit these numbers. You do the math. 🙂