Just a pulse check, how has your interaction with citrix support been lately?

Poor. I have had to loop in contacts (PMs) and/or ATS almost every ticket.

First level of support is useless. They always ask questions they already have the answers (version, cloud/on-prem, Citrix Gateway Service VS Netscaler and so on). They are only there for triage and collecting logs. Hopefully, AOT will allow us to go directly to next level of support. I have to admin though, thanks to our ATS, we are quickly being escalated and we can reach PM quite easily. When they engage, it's lightning fast.

Yup, I want to say 3 of the last 3 tickets, initial through maybe the first 3 contact points were questions that I've had answered in the initial ticket info dump. Latest ticket https://worldofeuc.slack.com/archives/CL7B5GFHR/p1765209861052459 As what I can only assume was a ticket touch point to maintain their queue SLA, multiple "contacts" were just "What version of iOS?" "What version of CWA?", when all of that, plus repro video and client side logs were all included in the initial ticket.

yep, the problem when everything is measured with numbers and not true client feedback.

back to back tickets, fully ignored for over 30 days.

Friction to even open a new ticket due to being funneled through a chat bot and the first responders on a case essentially being a waste of time. Had an issue during a CVAD CU update recently and we just decided to restore the environment and try again vs working with support to determine what went wrong.

First level has been useless. I have the same sentiment that Neal has. Anymore I just restore and hope and pray my issue is fixed with the next CU.

Citrix support should be organized differently. Many cases are opened by highly experienced specialists who have already performed extensive analysis before submitting a ticket. However, after submission, these cases are often handled by first-line support engineers with significantly less expertise and limited product knowledge. I believe the initial support tier should be eliminated and replaced with an AI-driven intake process that gathers all required technical data upfront and then routes the case directly to truly competent engineers. In its current form, first-line support does not add value and often slows down resolution.

Agreed. Citrix is shaving off their customers fast enough that who's left should get faster access to better engineers.

Thanks for confirming, just wanted to make sure I wasnt being singled out with this experience. The last few tickets I have submitted, describing support as terrible would be a compliment.

Support highlight for me was after the AI chatbot gave me a non answer and I got a ticket logged, the first response from them was almost verbatim the same AI chatbot generated response.

I have opened two Adaptive Authentication tickets today. The first engineer acted like it was their first day hearing about Adaptive Authentication. The second engineer was confused about if I'm running the cloud based Adaptive Authentication Service or the On-Premise Adaptive Service.

The "Cloud or On-Premise" question, when opening a ticket for a Cloud only product, drives me bananas (Security Analytics for my last one)

My favorite is how they ask for your org id / ccid after the ticket is opened.. if that isnt displayed on the ticket itself then its the biggest fail from citrix.

It seems Citrix has to do this every few years. tanks support till customers revolt and then they fix it. i think i am on my 3 or 4th round of this.

Can't remember when they've fixed it. lol. i've been doing this a long time. it's always been trash.

Yesterdays support call went like this: What NetScaler version? It's in the case notes. What CVAD version? It's in the case notes. What StoreFront version? It's in the case notes What Workspace app version? It's in the case notes. Do internal sessions have the issue too? It's in the case notes. Can we create and upload a NetScaler support Bundle? It's already attached to the case notes. In the end both he and I seemed to google the same new CTX article at the same time for a workaround, but only I seemed to know where in the GUI to find the setting that needed changing, despite it being mentioned in the article he was reading from.

Rubber Ducky troubleshooting is probably the last bit of value we can extract from frontline

Feels like we need to escalate 1 out of 2 tickets for either poor response time or lack of skill of the L1 support engineers who seem to google random KB articles and ask us if that will solve the issue. Agree with Arthur's feedback above, our guys are skilled senior consultants so if they are opening a ticket, then it's not a simple issue.