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# _general
s
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k
a
In my opinion, the basic mistake of Citrix Support is the assumption that every ticket has to go through their "helpdesk". Very low skilled people. This is very annoying because most of us are professionals with a lot of experience in Citrix and we have to waste time but we are not regular user with no Citrix skills.
p
Every time i submit a ticket to Citrix Support i provide a thorough description if the issue i'm having, and a detailed list of what i have attempted in order to fix it. But pretty much every time the person i'm talking to doesn't seem to understand the issue, and they often ask me to check things which i already mentioned having tested in the ticket description. Sadly their support is pretty awful. Also, for some reason, i always choose that i prefer to communicate using e-mail, but most of the time they will call me anyways. The calls usually have pretty bad audio quality, and it can be pretty hard to understand someone with a heavy accent. 😞
💯 1
k
I am no longer working with Citrix products, I am working with Microsoft 365 today. But before my switch to M365, I had worked with Citrix-products as a consultant for 15 years, in that time I have raised a maximum of 5 cases in total. I simply do not have the patience to work with Citrix-support. I know that several people have requested that Citrix creates some kind of 2nd or 3rd level support for CTAs and CTPs and maybe also Premium partners, to avoid the "default" 1st level support.
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a
Instead of 2nd , 3rd level they introduced extra payments for “faster” support but probably with the same low quality 🤷🏻‍♂️
k
We don't need faster support, we need better support
☝️ 3
n
If Kasper is happier with MS support, then that says something, given that they're the bottom of the barrel, IMO...
k
I have not yet have had the need to engage with MS support, but I don't expect they are any better
😅 1
a
I like it when I solve my own problem and the support engineer asks me to leave high scores on the survey. Sure buddy you got it.....
😄 1
b
Awful experience, support has gotten even worse since the acquisition by TIBCO
m
It’s pretty hard to recommend customers buy higher support levels when they don’t lead to a resolution any faster
every ticket needs to be escalated at least twice now
2 weeks waits to speak to someone that can understand the issue are common
i
Citrix support has always been dreadfully slow and they seem to lack the ability to escalate.
j
I have a case opened, that on the 9th day of the ticket being opened, the support engineer referenced a KB that I listed as my troubleshooting steps in my original ticket notes (web created ticket). 🙃
😂 2
m
I’ve had them send articles to me that I helped write
🙃 2
r
I know that several people have requested that Citrix creates some kind of 2nd or 3rd level support for CTAs and CTPs and maybe also Premium partners, to avoid the "default" 1st level support. <---- I mentioned this at so many Synergys/Summits/Partner meetings, etc, and it always fell on deaf ears. They don't fucking care
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I tried to get them to build that into the CSP program. lmfao... yeah.. so didn't care
k
@Thomas Poppelgaard talking about Citrix support 😄
m
It’s really hard to get a consensus on this even among CTPs.
r
what's to contend? How to fix it? i'd think everyone agrees on the problem
m
They don’t
So it never goes anywhere
r
wow
i can't see how anyone thinks support is actually working
t
Citrix support is a russian roulette 🤪
But Microsoft support is much worse
Microsoft support is super horrible
What I learned is if a supporter dont make progress ask it to get escalated or move to a new support person
and it works I worked a lot with Dynatrace where their support level also sux until you hit a gem
n
What don't the CTPs agree on - that there is a problem, or what the problem is?
t
the good thing about dynatrace support is all happends instant in a webchat and all gets logged
citrix support is a russian roulette as i said it can be crap or ok
last week it was horrible for me
i fixed all myself as their support was very bad
it shouldnt be like this when customer pays a lot for premium software
This new csp support is the most horrible way when a customer have multiple partners
i dont like all have to go via 1 channel as csp
why cant a customer create their own support ticket
m
create your own support portal with a chatbot that takes the input and pipes it to the citrix chatbot to create a ticket
r
heh
As a CSP? Shit how about as a CCE-X
t
hopefully chatgpt5 replace all citrix support 😹
🤖 1
r
but yes, i went to them AS a CCE-X and CSP partner and they were still like, no
Cisco has successfully implemented this model for decades
t
Citrix support dont know what CTP is
they dont care
thats a fact
m
as long as they don’t use Citrix support responses for the training data. “Did you upgrade to the latest CU?”
r
yup, that's exactly what I said.. They don't care
m
If you ever make it through to an escalation engineer they actually do know who you are as a CTP
but it takes about 3-4 weeks to get there these days 😞
t
I got there after 5 days 🤪
m
hook me up!
t
😆 😆
LOL as I said be direct to the supporter and push for escalation
i confronted the supporter and it workdd
pushed multiple directions to get progress as customer was about to throw all away
sometimes you dont have much time to get things done
m
my version of being direct and the Danish version of being direct are apparently wildly different 😛
t
haha you need to learn it the viking way 😹
m
I have the hair now…
t
I dont have much hair left thx to euc 😹
🤣 3
m
yeah, the longer it gets the more I notice it coming out 😞
t
thats cool
r
Maybe one day we can get out of ops
m
lol, even when I managed to snag an architect title I never got out of ops
r
i'm also an ops architect. heh
n
I got out of Ops last year... good riddance.
r
What are you doing now?
n
On a purely engineering team
j
/mode #:_dailygrind -o MikeStreetz
/mode #:_dailygrind -o RyanGallier
There you go guys, no more ops
r
😄
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