Official Support Articles

[Sonja_Bauernfeind]

Qlik offers a range of opportunities to assist you in troubleshooting, answering frequently asked questions, and contacting our experts. In this article, we guide you through all available avenues to secure your best possible experience.

For details on our terms and conditions, review the Qlik Support Policy.

Index:

• Support and Professional Services; who to contact when.
• Qlik Support: How to access the support you need
• 1. Qlik Community, Forums & Knowledge Base
• The Knowledge Base
• Blogs
• Our Support programs:
• The Qlik Forums
• Ideation
• How to create a Qlik ID
• 2. Chat
• To create a case using chat:
• 3. Qlik Support Case Portal
• Escalate a Support Case
• Resources

 

Support and Professional Services; who to contact when.

We're happy to help! Here's a breakdown of resources for each type of need.

Support		Professional Services (*)
Reactively fixes technical issues as well as answers narrowly defined specific questions. Handles administrative issues to keep the product up-to-date and functioning.		Proactively accelerates projects, reduces risk, and achieves optimal configurations. Delivers expert help for training, planning, implementation, and performance improvement.
Error messages ​ Task crashes​ Latency issues (due to errors or 1-1 mode) Performance degradation without config changes​ Specific questions​ Licensing requests​ Bug Report / Hotfixes ​ Not functioning as designed or documented​ Software regression		Deployment Implementation​ Setting up new endpoints​ Performance Tuning​ Architecture design or optimization​ Automation​ Customization​ Environment Migration​ Health Check​ New functionality walkthrough​ Realtime upgrade assistance

(*) reach out to your Account Manager or Customer Success Manager

 

Qlik Support: How to access the support you need

1. Qlik Community, Forums & Knowledge Base

Your first line of support: https://community.qlik.com/

​Looking for content? Type your question into our global search bar:

The Knowledge Base

Leverage the enhanced and continuously updated Knowledge Base to find solutions to your questions and best practice guides. Bookmark this page for quick access!

1. Go to the Official Support Articles Knowledge base
2. Type your question into our Search Engine
   
   
   
   
3. Need more filters?
   1. Filter by Product
   2. Or switch tabs to browse content in the global community, on our Help Site, or even on our Youtube channel
      
      

Blogs

Subscribe to maximize your Qlik experience!

The Qlik Design Blog
The Design blog is all about product and Qlik solutions, such as scripting, data modelling, visual design, extensions, best practices, and more! (click)

The Product Innovation Blog
By reading the Product Innovation blog, you will learn about what's new across all of the products in our growing Qlik product portfolio. (click)

The Support Updates Blog
The Support Updates blog delivers important and useful Qlik Support information about end-of-product support, new service releases, and general support topics. (click)

Our Support programs:

Q&A with Qlik
Live sessions with Qlik Experts in which we focus on your questions).

Techspert Talks
Techspert Talks is a free webinar to facilitate knowledge sharing held on a monthly basis.

Qlik Fix
Qlik Fix is a series of short video with helpful solutions for Qlik customers and partners.

The Qlik Forums

• Quick, convenient, 24/7 availability
• Monitored by Qlik Experts
• New releases publicly announced within Qlik Community forums (click)
• Local language groups available (click)

Ideation

Suggest an idea, and influence the next generation of Qlik features!

Search & Submit Ideas
Ideation Guidelines

How to create a Qlik ID

Get the full value of the community.

Register a Qlik ID:

1. Go to: qlikid.qlik.com/register
2. You must enter your company name exactly as it appears on your license or there will be significant delays in getting access.
3. You will receive a system-generated email with an activation link for your new account. NOTE, this link will expire after 24 hours.
   
   If you need additional details, see: Additional guidance on registering for a Qlik account
   If you encounter problems with your Qlik ID, contact us through Live Chat!

2. Chat

Incidents are supported through our Chat, by clicking Contact Support on any Support Page across Qlik Community.

To raise a new issue, all you need to do is chat with us. With this, we can:

• Answer common questions instantly through our chatbot
• Have a live agent troubleshoot in real time
• With items that will take further investigating, we will create a case on your behalf with step-by-step intake questions

To create a case using chat:

1. Log in to the community with your business account prior to requesting a case to be logged
2. Open chat
3. Type Create a case 
4. When prompted, choose A Support Issue or Question 
5. Choose how you would classify your question:
   • Account, Access, or License related
   • Data Analytics product related
   • Data Integration product related
   • or Qlik Cloud product related
6. Choose if you would prefer to speak to a Live Agent or Create a Case
7. Enter your business email associated with your Qlik Support Portal
8. Choose the Qlik Product your query is about
9. Follow any additional prompts
10. Choose your Severity (General Inquiry/Assistance or Major functionality issue)
11. Summarize and describe the issue in as much detail as possible.
12. The case will be created and you will receive an email confirming the case number. You can immediately review and modify the case in our Case Management Portal.

How to create a case using chat

3. Qlik Support Case Portal

Log in to manage and track your active cases in Manage Cases. (click)

​Your advantages:​

• ​Self-service access to all incidents so that you can track progress​
• Option to upload documentation and troubleshooting files
• Option to include additional stakeholders and watchers to view active cases​
• Follow-up conversations ​​

Escalate a Support Case

If you require a support case escalation, you have two options:

1. Request to escalate within the case, mentioning the business reasons.
   
   To escalate a support incident successfully, mention your intention to escalate in the open support case. This will begin the escalation process.
   
   
2. Contact your Regional Support Manager
   
   If more attention is required, contact your regional support manager. You can find a full list of regional support managers in the How to escalate a support case article.

Resources

A collection of useful links.

Qlik Cloud Status Page
Keep up to date with Qlik Cloud's status.

Support Policy
Review our Service Level Agreements and License Agreements.

Live Chat and Case Portal
Your one stop to contact us.

[kbenham]

Good Day,

Please could you add me to the decision Inc account. [edited to ensure privacy]

[Sonja_Bauernfeind]

Hello @kbenham 

I have logged a ticket on your behalf and have edited the email addresses out of your comment to ensure privacy.

All the best,
Sonja 

[john_oll]

Just tried it.
The chat bot for installation issues only knows 3 products, which does NOT include Nprinting (AND there is no button for goback/other issue/...) to escape the dialogue). 😞

[john_oll]

still a little bit work in progress 😉

[Sonja_Bauernfeind]

Hello @john_oll !

I'll forward your feedback to the relevant team. Thank you!

All the best,
Sonja 

[jeremyseipel]

@Sonja_Bauernfeind Does Qlik still offer phone-based support for Qlik Support Tickets?  In the past, there were times when we leveraged the number 1-877-754-5843 to contact Qlik.  This was especially helpful for priority tickets.  I tried to use this recently and found that the hotline is still active, but it doesn't allow you to get in contact with anyone.

I did find an article where it shows phone-based support is still available for Replicate and Compose, but its a different number.

https://community.qlik.com/t5/Qlik-Replicate/Qlik-Support-phone-number/td-p/1906753

[Sonja_Bauernfeind]

Hello @jeremyseipel 

Apologies for the initial delay. I've sent you a direct message!

All the best,
Sonja 

[Flosom]

Hi,

can i get some contact to clear my doubts on licences. there are no phone numbers mentioned anywhere and support tickets raised are so late to respond because it is not product related.

[phone number was edited out]

[Sonja_Bauernfeind]

Hello @Flosom 

Please start a chat with our agents (Contact Support button in the bottom right corner of this screen). They will assist you with finding the correct answer to your license question. 

I have removed your phone number from this post to remove identifying information from the public. 

All the best,
Sonja 

[Flosom]

Hi @Sonja_Bauernfeind ,

Its not working. Its still stuck at some old request that i had raised. It would be great if i can have a call with someone at the earliest as i have customers waiting for licenses, or give me a contact number and i can call them up