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Sigh, they are so eager to close a case vs. resolve an issue.

Sounds familiar. I gave up on Citrix support years ago, it's way to time consuming and rarely produces a solution. Luckily for me I had coworkers with more patience with Citrix support than I had.

it's unbelievable. I take at least 15 minutes to put detailed notes in the case, and they just come back with a blanket form of "please tell me about your environment". It's SUPER frustrating.

My favorite is when you list email as the preferred contact method, and they still call.

Yup, that seems to happen as well. Sigh

absolutely useless they are. I cant access our new cloud DAAS tenancy cloud studio doesnt open they put it down to the Azure issues yesterday but it still doesnt work now everything is back green on status.cloud.com. Good job its a empty site atm (trying to migrate from on prem to it) or i would be raging lol

It tough for sure.

This echos exactly why i hate opening cases with Citrix Support. You waste so much time going over the basic info before they get on the right track. It has progressively gotten worse over the years.

My favorite is when they wait to email or call after you specified your working hours and then close the case when you don't respond.

Lol - perfect example: they just reached out to close a case as duplicate to another just because they are both about the same component. But the basic case details are completely different. Unbelievable.

Yeah my first response is almost always, please check all the notes I entered into "the accelerator" as well as logs/traces I have uploaded ahead of time.

Did they send it 1 min before close of business in your time zone to minimize the opportunity for you to reply and maximize the opportunity to close as customer failed to respond resetting the clock? 😄

KPIWin.gif

Support has definitely taken a turn for the worse in the last 5 or so years. I especially like the canned “please tell me about your env and all the software versions” replies when i explicitly state “all Citrix cloud”.

Its scary with the adoption of Citrix cloud we are entrusting them and rely on them for support alot more than we used to with on prem Citrix infrastructures

I cringe everytime somebody asks me if I've contacted Citrix Support... I might as well open a case and close it my self...after describing the problem at least twice of course.

And, as usual, I figured out the issue before anyone contacted me with any useful information. Half of me just wants to keep this ticket open for a year now

Happy Beer Friday for @Ryan Gallier

I'm sorry to hear that. Cheers to you as well buddy.

Dang so close. I know that feeling. Citrix is like a massive video game.

Everytime I open a case about DaaS I get questions like: What does the eventlog on the Delivery Controller look like? It so sad.

I feel like they should just have a Cloud/DaaS specific number that hits the right triage team. The current system is hilariously broken. And don’t get me started on a ticketing system that doesn’t show the attachments you put in it.

I always try to put myself in their shoes. Handling many cases with all different issues can't be easy. not making excuses for them, but they have alot going on I am sure.

@Ray Davis i get that, but when you fill out a detailed description of the error and highlight in all the correct places that it is cloud only, provide detailed screenshots showing its cloud only, and they send a canned 10 point email asking about PVS servers, Delivery controllers, Netscalers etc; its......frustrating.

Yea, I get that. I know how you feel. It happens to me as well.

i think for 2023, we should all just put tickets in with the description "it's broke". That will save everyone a lot of time.. You can then have your detailed information ready to send to them after they send that canned email. 😄

I am a wicked lady! Hey ChatGPT - can you write a response as if you were a L1 Citrix frontline support staff member explaining that you need more details of the Delivery Controllers in their Citrix Cloud installation Sure! Here is a sample response: Hi there, Thank you for reaching out to Citrix Support. I'm here to help you with your issue. However, in order to better assist you, I would like to request additional information about your Citrix Cloud installation. Specifically, could you please provide details about your Delivery Controllers? This information will help me understand the configuration of your environment and will ensure a quicker resolution to your issue. Looking forward to your reply. Best regards, [Your Name] Citrix Support

I often work with another vendor that removed their IVR and tossed all support calls into a general pool...so that you 'always get a skilled human voice as your first contact'. That lasted about 9 months before they went back to Press X for this team, Press Y for that team. I can empathize with staff that once were rockstar SMEs on their slice of the product, having to try to troubleshoot an issue that was completely foreign to them...

Just called to open a case for Citrix Cloud. First question, "what version of CVAD site is it?" Umm.....

WTF?

Hey ChatGPT - Write a Citrix bug report in the style of Enid Blyton Dear Citrix Support Team, I hope this letter finds you well. I am writing to report a bug that I encountered while using your software. It was a most peculiar thing, and I must say that it has caused me quite a bit of inconvenience. You see, I was using Citrix to access my work files from my home, just like I do every day. But suddenly, my screen went blank and I was unable to access my files. I tried everything I could think of, but nothing seemed to work. I felt like I was lost in the middle of the Enchanted Wood, with no map to guide me. I was most concerned, as I had important work that needed to be done. But then, I remembered that I could reach out to your wonderful support team for help. And just like Noddy and Big-Ears always find a way to solve a problem, I was confident that you would be able to help me too. So, I humbly request your assistance in resolving this bug. I am eager to get back to my work, and I am confident that with your help, I will be able to do so in no time. Thank you for your time and support. I look forward to hearing from you soon. Yours sincerely, A Citrix User