Note:

• No Case Creation Button Option: The “Create Case” button is no longer available. To initiate a case, customers/partners must contact Support via Chat to connect with an advisor.

• For queries related to an existing case, always select the category “Updating or Creating Case” in the chatbot and provide the accurate case number to ensure seamless support.

• A customer service case can only be created by customers or partners who have an active entitlement.

Follow the below steps to create a case and reach a live advisor:

1. Go to the Citrix Support Portal

2. Sign in with your Citrix.com account credentials (click Login if not already signed in). 

3. If you cannot log in, refer to the "Troubleshooting login issues on Citrix websites article."

4. Click Live Support to start the virtual assistant flow.

5. Click Agree to continue

6. Select the category that best matches your issue (e.g., Technical, Licensing, Login issues, Renewal/invoicing, Sales, Updating/creating case)

7. Enter a description of your issue or query

8. The bot will suggest help articles, please respond based on whether they resolve your issue,

• • If the recommended articles resolve your issue, you can end the chat at this point.
  • If the articles or bot responses do not resolve your issue, you can respond to the bot to continue further.

9. If needed, the chatbot will suggest another article.

10. If the suggested articles did not resolve the issue, the bot will ask you to provide a few details to proceed with case creation:

• • Select your Account

  • Choose your Preferred Language

  • Enter a brief Issue Description, if asked

Note: For login-related issues, you will be asked to provide: First Name, Last Name, Company, Email Address, and Phone Number.

11. Once all the required details are provided, a case will be created and you will be connected to a Customer Service Advisor via chat for further assistance.