Technical support is not the best. The quality of technical support has declined over time. Previously, their support was excellent, and you had to pay for each call. 

The support staff were very efficient and did not waste time. However, they have now changed their support model so that it's included with your licensing, and they have hired new staff. 

The first-line support staff follows a scripted process, and they are not necessarily highly skilled. You have to go through all the steps before you can speak to someone knowledgeable, or you have to insist that it's an emergency and you need immediate assistance.

In general, the support used to be good, but currently, I am not satisfied with it.

Given that we are building these new, next-generation workstations for use in the clinical areas, it's been great to see just how much support and help we've had from our partners including Citrix. They've recognized that it is something new, that it is something that will help hospitals (not just ours) to deliver services that are more reliable and quicker in busy clinic areas and on wards. It's been a huge pleasure to work with some of their very senior people on a project of this scale.

You often find when you're working with tech organizations, and you step it up to do something that's not straight out of the sales catalog, that some step up well and some don't. Citrix have really stepped up well. They've kept in close contact with us, they've supported the design and they've helped us to consider options at the build level. We're delighted with that. We've built a prototype that's being tested at the moment and we look forward to that going into production. We'll probably hold some sort of press event to talk about what we've done. It's the strength of the partnership that we enjoy with Citrix has allowed us to do that.

I would rate their support highly. They're very good and very responsive. We had an incident last year that dragged on and on but that was in the thick of having half the workforce that they were used to having and a radically increased call for service because of the pandemic. That's not really a true representation of what they could do. 

Most of the time, if there's an issue, I can fire it off to one of my account managers or through the Citrix portal and get a response back within, depending on the severity of the incident, a few minutes or up to the next business day. Depending on the severity of the problem, the next business day might be just fine. If it's just a little slow and it's irritating, but it's not causing anybody to not be able to work, the next business day is fine. If we're down and we need help right now, having 24-hour support would be excellent but that's kind of impossible.

We often contact technical support.

They are very engaged, whenever we have an issue. They are very helpful. Most of the time, whenever we run into an issue where we need to reach out to Citrix they are available to us.

We do not support only Citrix. We also support the backend infrastructure and hosting infrastructure that are also Citrix products. If it's tied to another product, such as Microsoft, they'll work together to resolve whatever the issue is. 

We haven't found any difficulty in working with them. It's rare that we'd need to reach out to other vendors as well as Citrix (usually once in a quarter), however, if it happens, we know Citrix will do what they can to work with all parties.

Technical support is good. I would rate them eight out of ten. 

They were excellent from a project management standpoint. They helped us with issues related to licensing. 

If we need any online support, they are able to provide that. Their support is fine.

Citrix technical support is average. It's not below average; it's not spectacular. If you stay with it, you can escalate your issues and eventually get to a design engineer, if you need to. We've had to do that and have been successful with it.

Support is no better or worse than other vendors. 

We don't really deal with technical support. All errors that we face, we are able to detect ourselves as an operator. We don't open any tickets with Citrix support itself. We don't have any experience with the support that Citrix provides.

The technical support is good.

The customer support for Citrix Virtual Apps and Desktops should be more knowledgeable.

The technical support services are good.

The quality of technical support is very poor. Insufficient staffing has resulted in delays in responding to tickets.

The technical support is neutral, indicating there is room for improvement.

The solution's technical support is not so good. The solution's technical support was great in the past. Considering the past, I rate the technical support an eight out of ten.

Under the present circumstances, I rate the technical support a six to seven out of ten.

The technical support with Citrix is a nine but support with a partner is a four. So the problem with support is not with Citrix. It is more with the partner who was supposed to provide the solution.

I didn't have to contact them as I could deploy it myself. I accessed their documentation through their website and my previous experience, which enabled me to do it independently without any assistance from them.

When I needed support for a couple of things, three people intervened. Each time, three people gave me a different answer. In the end, they did not manage to give the right answer. At a certain point, they stopped replying. That is no more than a one out of 10. If I could give a zero, I would give a zero.

The technical support has been fantastic. We have the ability to call into our Citrix technical support folks and create tickets within the Citrix Cloud console. The ease of creating tickets has been great. The support that we have been given around issues ranging from very small to very large issues has been fantastic. That support has been even more motivated by our account rep who lives in the city that we are at and we have a good rapport with, as well as our sales engineer. Between the partnership of our account rep, sales engineer, and the IT supports folks, we have had a great experience. It is something that we never hesitate to utilize. They have been great consultants whenever we have had to ask general questions. They have been great troubleshooters whenever we have had minor or major issues. Across the board, it has been really great. We are super happy with the support.

We have always had support from the Citrix working team as well as the business partner working with us here in Argentina. The Citrix people and their partners have a good skill level. Every project that we start with them, we always can move at a good speed because everybody knows what they're doing.

The customer support team is responsive when we contact them. Citrix runs on top of Windows so it is important to first figure out whether the challenge you have is Windows or Citrix related. There is an option to pay for support from Citrix and this is based on whether you are a gold or premium customer. They have a dedicated technical team and technical relationship manager who will engage with your environment and provide suggestion. They also offer professional services for deployment and configurations.

I would rate it very low actually. Because here in Korea, most of them are for sales, not technical assistance. For developing some applications, we have to choose or test virtualized applications. But call up Citrix agencies—sales agencies—they say they cannot solve the technical issues. We have to find some technical references through the internet or through developers who have some experience with Citrix.

Technical support is not too bad. It's okay. It's not 100 percent great. I would give it 85 or 90 percent. There's room for improvement.

With the cloud services there isn't enough understanding of the different services within the solution. We've got more than one product from them and for some of the products there is good support and for some of the products there is not good support. I've had a call open for quite a while and it's still not resolved.

The tech support is pretty good. My only complaint is that if you are calling in a ticket, you need to know who is answering the call. The overseas support is more delayed. If you ask for a US representative, they are quicker to respond to the ticket. 

There is not so much support because the solution is very stable. However, we use Citrix ShareFile, and for this, all calls are solved within five hours. Citrix is very good for our usage today, and we haven't had a big issue.

I've been in touch with Citrix technical support and I would describe them as sufficient. They are okay in terms of the level of service they provide. 

I had to use customer service once or twice and they solve my issues immediately.

Any issues we have are small and resolved quickly by our team. 

In terms of support they are lagging. They take a lot of time to respond. Once they connect, they take a lot of time to resolve things, especially when moving things from L1 to L2 and L2 to L3. Their backend people keep on changing and it can be annoying for us. It is not that easy to get support. The support is not that great, although it has improved when compared to a year ago.

There were some issues initially, in terms of the requirements, and there were some delays.

We haven't used them recently, but I generally have a high opinion of Citrix technical support. They have the knowledge and give us access to the expertise. I've worked with them in the past on a lot of things and, in some instances, if not for working with them, some of the problems we faced wouldn't have been solved. We didn't have access to anyone else with that level of knowledge.

Citrix Premium support is really top notch. They take ownership of the issues and are determined to address it, 9 out of 10 times it is addressed on the spot.

We have occasionally escalated issues to Citrix's technical support. I would rate their support services a seven out of ten.

The support is excellent. They are wonderful. Luckily I have only had to use them once for a critical issue. I got on the phone, was transferred to an engineer, and had it resolved in less than 20 minutes. For minor issues that are questions, they usually have those resolved in less than 24 hours. And usually, the delay is on my end getting their fix implemented and responding.

Good customer service and excellent technical support.

I have used the support for Citrix Virtual Apps and Desktops.

Technical support was usually excellent. However, you sometimes have to push to ensure that you get to the top level of engineer to deal with the case. This is the case with most vendors.

Excellent, Citrix support guys are top of the line, and when we required a Citrix Consultant on premises, Citrix sent one straight away to assist us.

The technical support was challenging in the beginning but now it seems to improve. 

I'm an ex-Citrix guy. I was part of support and post-sales activities and I was involved in sales activities as well. I would not rate their support as high as I would have during the time I worked there.

In part it's because they hire people from the market who may or may not have a complete understanding of the product. That is okay, but once you onboard them for support, you need to get them trained properly. Once they are trained, you need to understand their current skill set and level, and that may not be happening. That's the reason, when you jump on a call with Citrix support, they lack some basic understanding. Troubleshooting is an art. It is not just knowing about technical things. It is also asking the right questions. That level of understanding and knowledge only comes with a lot of practice.

In the beginning, the tech support was very good, but today like every other company, Citrix is limiting its support solutions. Right now I would say that the technical support ranks as a six or seven out of ten. Sometimes it is very good and sometimes I find the solution faster by myself than they find it for me. But overall, it is not really impressive and not as good as it was.  

They certainly should improve support. On the other hand, the price of support isn't very much. You have to buy the maintenance every year to get the new versions and support access. For that small price that they charge for the support, you can't expect to have services that are really very good. In the past, you had to buy the products and you have to buy the support separately. Today the cost is more for the product alone. On average the vendor will gain more, but it might be better to have better support packages that you can pay extra for, especially in this case.  

When you are dealing with the pre-sales teams and the professional services teams, they are really good. Our experience was that typically, if they didn’t know the answer to something, they had access to resources that could bring you closer to a resolution.

This is one area that concerned me with Citrix. I know that during our deployment, Citrix was making some changes internally and it’s possible that we just got caught in that change. But over the two years that I had access to Enterprise support, it was touch and go getting access to a quality engineer who knew how to actually resolve an issue rather than read it out of a prepared script. We always tried make our calls early in the day when we knew we would get access to support either in North America or UK/Germany/Ireland; otherwise it was always a game of phone tag when dealing with some of the other global call centres.

Citrix support was good. They can always do better.

There are people who respond quickly, but others take a long time to solve things. They need to focus on support and to improve support procedures.

Because we are using a partner to interface between us and Microsoft, we do not have contact with Microsoft's technical support. The partner has been successful in covering everything we need.  

Tech support is good. I would rate them as a seven out of 10.

My experience has been excellent.

Customer service and technical support is great, but you do have to pay for it. Don’t skimp and don’t try to do without it; you’ll be sorry. There are great knowledge base articles and a lot of active users, but there is also a lot that happens that never hits the knowledge base. The risk you run by trying to figure it out for yourself is dissatisfied and tremendously frustrated users - and this is not an area where you want to encourage a howling mob.

I rate technical support 5/10.

Citrix is very good with this, if you pay your maintenance every year. :P

I think Citrix's support is good, but sometimes it is a little slow. I would rate it a seven out of 10.

The technical support is adequate.

8/10.

10/10.

8/10.

10/10.

The Citrix technical support is not as easy as other vendors like F5 or VMware. Obtaining technical support is a little bit tough and it should be improved.

The level of support is very good. We have support from a company that is Citrix certified and if we need some core development, such as in the client for end users, Citrix had been wonderful.

9/10.

9/10.

Very good customer service.

Technical support is improving.

I rate technical support 10/10. They are really interested in understanding your architecture and providing solutions.

I would rate the technical support at a 10 out of 10.

Citrix support is very good. You open a case online and then give them a call. An engineer works with you until the issue is resolved. I quite like it.

I rate technical support 10/10.

Technical support in India is awesome and are equipped with the required technical solutions.

Although we do most of the technical support with our own IT department, we have been in touch with the vendor several times. They are good in terms of response time and we are satisfied with their work.

Seven out of 10.