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:
If you're experiencing login issues, refer to the article: "Troubleshooting login issues on Citrix websites."
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.
Describe the issue in 10 words or less: Provide a brief summary of the issue or request.
Please enter a preferred callback number: Enter the callback number.
An offline case will be generated & emailed to chat initiator.
Additional Information:
To know What is changing for Customers, Partners, and Distributors? Refer to We are now LIVE: A New Citrix Support Experience
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.