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New app request process, profile reset, html5 vs full client Skype and teams optimization, director usage, user log off process and fslogix if you have it

Reading the log files in citrix cloud is useful, say looking at ICA/RTT latency, maybe figuring out if a problem is with the home user network or work network as oppose to citrix vda issues with networking, perhaps have them learn about how ost files and profiles are on a network drive and how the IOPS keeps it stable with fslogix tech, how to read event logs , use the rda analzyer tool, maybe expose them to blogs - here's the fslogix documentation I used to study when I worked at my last gig - https://social.msdn.microsoft.com/Forums/windows/en-US/defe5828-fba4-4715-a68c-0e4d83eefa6b/release-notes-for-fslogix-apps-release-2009-29762130127?forum=FSLogix, I'd also talk about the citrix receiver and why the version and it's configuration is important. if you're able to make their jobs easier without too much hassle is key, also it's important to distinguish between level 1 and level 2 and scope out the more enthusiastic types who want to learn new things

I think most of what you are going to have in the class depends on how deep into the support process your helpdesk is sanctioned to go. Most folks on a helpdesk (in my experience) are not "seasoned" enough to really do a lot of debugging. That being said, I would include information about how Citrix works - using a lot of what Cory mentioned. But if they are not supposed to spend hours and hours on a specific issue, then I would include questions to ask, and information to gather and how to properly update tickets with that information so support teams higher up can have information they need. Too many times I've seen tickets that amount to "Citrix is broken" and a phone number.

We've been working on similar things. We started with a power point to present to support teams to give them an overview of what Citrix is. We also use this for peer sys admin teams because most have no familiarity with the ins and outs of Citrix. This is especially useful for other teams that manage agents like SCCM or AV who don't understand what PVS does or how you don't have 300+ non-compliant systems, just one non-compliant image. We also provide a master document to helpdesk to cover all aspects of Citrix profile troubleshooting and resolution. I need to sanitize these docs and make them available either through my blog or a blog post on mycugc. Have you analyzed your Citrix-related tickets to see where the most issues occur. That would be the best place to start to inform your help desk on what do it. Or just look at what's escalated to you from support that they can't understand or troubleshoot. I know in my organization "Citrix-related" tickets are a small percentage of the monthly ticket load. Your help desk the face of IT to your organization and are typically over-worked and under-trained.