For example, if you can't get in, here are some questions that you can answer before you seek support
- What happens when you try?
- Any error messages?
- Has anything changed since the last time you tried?
- Is this happening to anyone else in your group?
Here are the first things we usually do, so if you have already tried them, it will speed your resolution of the problem.
- Please try logging off of the Citrix Environment (Start, Logoff)
- Then Log back an and restart any Citrix based programs you were using.
- Does rebooting your computer fix the problem?
1) Go to https://helpdesk.cloudtopsupport.com and start a chat. How?
2) If you already have a helpdesk account, go to https://helpdesk.cloudtopsupport.com and submit a ticket. How? If it's your first time, here's how to setup a helpdesk account: How?
3) Send an email to helpdesk@cloudtopsupport.com
Please describe the nature of the problem in the subject of your
email (for example: having difficulties connecting to Citrix Environment
after purchasing a new computer)
In the details of the email, list specifics of the problem and what
we would do to recreate the problem (for example, I receive an error
stating "SCREENSHOT OR EXACT ERROR HELPS" when I try to do XXXXX) and
what you have done to figure it out. ( I rebooted).
WHAT TO EXPECT ONCE YOU SUBMIT YOUR TICKET
You will receive a ticket number back via email along with login
credentials to the support site. You can view all of your open support
Tickets
We will research and try to address any items behind the scenes
before we call or respond. We try to have a real live person take a
quick look at your item within 30 minutes or less. Based on the impact
on your business and what is involved, we will take appropriate action
or schedule the ticket for more work.
Sometimes support items are billable. However, we will not do billable work without letting you know before we start.