We are now LIVE: A New Citrix Support Experience
Article ID: CTX693403
Updated On:
Description
What is changing for Customers, Partners, and Distributors?
A new case management platform and live chat experience is now available. This means a more seamless case creation and tracking process for both customers and partners, and improved alignment between internal and external support workflows.
We have introduced 24/7 self-service and Live Support through the GenAI-powered Virtual Agent, available any time and from anywhere, located in the lower right corner of Support.Citrix.com. If the virtual agent is unable to resolve a query, you have the option to reach an advisor / engineer instantly.
Here is a preview of the new Live Support experience.
*LiveChat support is available based on offering level and business impact of your issue.
Sev 1 support is available 24 x 7.
World Wide Support Services Guide
* LiveChat is dependent on your offering level, issue severity and issue type.
All cases are prioritized based on response times.
Thank you for your continued partnership and patience as we deliver a more unified and responsive support experience.
Issue/Introduction
New support experience launched June 8, 2025
As you likely are aware, we have been working on standardizing the business processes and unifying front-office systems. These changes are focused on creating a better experience for our customers and partners by standardizing and simplifying many of our process workflows.
