New support experience coming soon! 

Starting in early June, we’re making some changes to improve your support experience. 

What’s changing for the Customers, Partners, and Distributors?

Within support.citrix.com, there will be a new user interface and a self-service chatbot for customers and partners, which will replace all customer support helpline numbers and serve as your 24/7 support agent. Using Zoom’s GenAI-powered capabilities, the chatbot can help resolve your query through AI-curated contextual content and responses. If the chatbot is unable to resolve your query or if you’re dissatisfied with its response, then it will create a case to directly pass to the Chat Advisor or Technical Engineer for live, highly prioritized support. The Zoom Contact Center allows for the instant upgrade from chat to voice and screensharing to enhance the support experience. 

Additionally, support.citrix.com is going to become the single unified channel for support. We are enhancing the partner support webform to include additional query type dropdown values that are specific to partner case types, and we’re retiring email aliases for all query/issue types, including partner.incentives@cloud.com.

What is not changing?

The support portal link and your login journey/ID authentication will stay the same. Partners can still create cases through the enhanced partner web form.

There will only be minor differences in the landing page’s layout, and partners, distributors, and customers will continue to use support.citrix.com to access product resources, documentation, knowledge articles, and troubleshooting guides. You will also continue to use it to connect with other citrix users and access insights via the community forum, search for content, and create cases for Technical Support, General Enquiries, and Licensing.

What actions should you take?

Customers must be authenticated to access support teams, so it’s important that you validate all contacts on your account that have MyAccount access—you can add and manage your contacts here. Live support will only be available for authenticated users. Additionally, you will no longer need multiple web logins per account. If your current web login email is associated with multiple accounts, you will be able to create and manage cases for those accounts. 

How does this benefit you?

Support.citrix.com is going to become the single unified channel for support. 

We are enhancing the partner support webform and retiring partner.incentives@cloud.com. Our partners and customers will now have instant support via AI-powered chat and live agents. You will also gain access to AI-curated, relevant content, reducing the need to escalate to a human agent—however, an expert human agent will always be ready to step in if necessary. In essence, we will be combining GenAI technology with our human agents’ expertise to move towards a smarter, faster model tailored to your support needs.