How to open a Customer Service case to merge Citrix accounts

How to open a Customer Service case to merge Citrix accounts

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Article ID: CTX126194

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Updated On:

Description

Account maintenance is complete and accurate cleansing, unification and standardization of customer account records and data.  Some changes require that an authorization form is completed and emailed or faxed to the customer service department.
Some of the reasons to request a merge are as follows:

  • There are duplicate accounts with the same name, address, phone numbers, and contacts.
  • One company has acquired another company through a sale.
  • One company has merged with another company.
  • A company has decided to downsize, has closed an office, and needs all assets and contacts transferred from one account to another account.

Instructions

  1. Navigate to the Contact Support web page to open a Customer Service case.
  2. Select the Region the accounts reside in then click Go.
  3. Fill out the email or form fields as follows:
  • Request Type = General
  • Subject = Account Merge
  1. Be sure to enter the following information in the Description field:
    • The account id of the company you are retaining.
    • The account id of the company you are merging.
  2. Once completely filled out then click Submit.
  3. Once received, our trained professionals will complete the request
    • If additional documentation is needed a customer service representative will contact you and advise you on where to send the required documentation.
    • The following documents are sufficient to facilitate a merge request:
  • A press release or legal document showing the acquisition or change of company name.
  • A formal request on company letterhead.  The letter must contain the previous company name as well as the new company name. (Example: from ABC, Inc. to DEF, Ltd) - The letter must contain an executive level signature.
  • If the request is to merge duplicate accounts that have all the same information, no supporting documentation is required.
  1. Be sure to notate the case number, as this will be required on all future communications or documentation concerning this request. 
  2. The merge request will take 5 to 10 business days to complete and a Citrix representative will send a confirmation email to the contact who requested the merge upon completion of the request.

 

Additional Information

For questions or further assistance, click here to contact Citrix Customer Service for your region.