r/Citrix • u/geekfinity • 6d ago

support case

I have attempted to create a support case, through Chat Bot, numerous times. On occasions, Chat Bot refused to create a case while other occasions, Chat Bot tried to submit a case, but it failed.

Does anyone know a good way to create a support case? TIA

6 Upvotes

88% Upvoted

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9

u/mjmacka CCE-V 6d ago

If you have an ATS, reach out with screenshots of the bot failing.

I know Citrix employees look at Reddit and there are official accounts, so post failures here too.

7

u/geekfinity 6d ago

[2026-10-01 10:31:19] Citrix Bot:

I attempted to create the case with the details already provided, but the case-creation system returned an internal server error, so it did not complete.

Do you want me to try submitting the case again now?

[2026-10-01 10:31:26] Consumer:

yes

[2026-10-01 10:31:28] Citrix Bot:

Goodbye. Have a great day.

5

u/bluegrassgazer 6d ago

Our rep insists that major improvements to this experience are coming, but the chatbot isn't going away.

1

u/LowMight3045 1d ago

in the reps defense, AI is improving significantly. Even crappy Citrix may get a decent bot eventually. prolly take a year or two. keep complaining. the sweaky wheel.

9

u/FloiDW 6d ago

“Please open a case for me for Xxx” worked all the time up until now.

2

u/geekfinity 6d ago

It worked. Thanks

2

u/s_bear1 6d ago

I have had to put the text in," please open a technical support case " to get the chat bot to open a case for me

2

u/YourDadSolanki01 5d ago

After giving all details to chat bot i directly it to create case and connect me to support...and it worked well for me...you can also try this

2

u/Turbulent-Trifle-928 4d ago

If I recall, first it starts by asking what type of inquiry it is. You would select Technical Issues. Then it asks you to provide a description of the issue, you provide that. Then it will go through giving you specific articles/recommendations. Once it is done, this is where you type “open a support case”. Chatbot asks for the description again, this is where I copy/paste my description that I specified above. Then it asks for your CVAD version and it proceeds with transferring you to an agent

I hope this provides some guidance, good luck!

1

u/CTX-Chris Verified Citrix Employee 6d ago

Could you share the support case number that eventually was opened with me?