Note: A customer service case can only be opened by customers or partners who are telemetry-compliant and have a valid, active entitlement. 

No Case Create button: The Create Case button is no longer available to customers. They must contact support via Chat to speak with an advisor or to initiate a Web-to-Case.

Follow the below steps to create a case:

• Navigate to the Citrix Support site.
• Sign in using your Citrix credentials.

  • If you're experiencing login issues, refer to the article: "Troubleshooting login issues on Citrix websites."

• Click on Live Support to begin the virtual assistant flow.
• Select the appropriate Case Type and then choose the Related Issue from the available options.
• If you are following up on an existing case, select 'My Support Cases' & follow the prompt.

• The bot will then present an article or document related to your issue.
  If helpful, click Yes. This will prompt you to either return to the main menu or end the chat.
• If the article was not helpful, click No.
  The bot will then ask you to describe the issue again and will attempt to provide a more relevant article based on your new input.
• If the second article still does not help, click No again to get connected to Support.

• Click Get Support to proceed.
• Click New Case to begin case creation.
• Select the Account from the drop-down.
• Select your preferred language from the available options.

The user will be prompted with the message: "Would you like to get connected to a live agent after case creation?"

• Select Yes to initiate a chat with a live agent. A case will be created, and the user will get connected to an available advisor.

• If No is selected, the bot will ask for additional information and create an offline case.

To guide customers and partners through the step-by-step process of opening a customer service case via the Citrix Support portal using the live chat option, including the path to connect with an advisor or create an offline case, based on the issue type and entitlement status.