Qlik Community

Support Updates Blog

Important and useful support information about end-of-product support, new service releases, and general support topics.

Announcements
Q&A with Qlik! New Case Portal, Chat Bot and Qlik Community. Oct. 19th REGISTER TODAY
Katie_Davis
Digital Support
Digital Support

Beginning October 4, all Qlik users will be able to log support cases directly through Qlik Community.  

With Support embedded seamlessly within Qlik Community, now all your Qlik solution resources can be found in one place. This move comes with a new chat bot for instant answers, seamless access to thousands of articles, and interactive support webinars.  

Key items to note: 

  • Your Qlik Community login details will be the same as your prior Support Portal login on support.qlik.com. If this is your first time logging a case, you’ll need to login with your business email address. Your Qlik account acts as a single sign on. 

 

  • Open cases will move as well, but previously closed cases will no longer be visible.  

 

  • On Sunday October 3case creation will be intermittently unavailable. Our agents will be available via our chat feature, or at our call numbers for severity level 0-1 concerns.

 

  • Licensing & Downloads will still be available on Support.Qlik.com/QS_Home_Page. Updated instructions can be found here. You can also navigate to this page by hovering over our Case Portal in our Support Ribbon and clicking "License Information"

Katie_Davis_0-1633719435557.png

 

We’ll be here for you for all your support needs. As we approach the new portal launch, we will share a step-by-step guide for case creation accompanied by an introductory video.  

Hit subscribe to this blog on the top right to stay up to date with the latest support announcements.  

If you have additional questions, check out our guided FAQ, or reply in the comments below.  

Thank you,  

Qlik Digital Support 

24 Comments
Digvijay_Singh

I think this is a very good move. I hope now we won't need duplicate posting to seek answers from community expert and qlik support separately.

3,033 Views
rzenere_methode
Partner
Partner

Hey there @Katie_Davis ,
Thanks for alerting us about this change! From your post I still don't understand one thing: what happens to old (closed) cases? Will they still be visible from support.qlik.com or will they be 'lost' forever?

Riccardo

2,982 Views
san9c123
Contributor II
Contributor II

I'm very alarmed about closed cases no longer being visible.  That's a very valuable archive for us especially as  I've never found a good way to download the case records.  Is there one?  If not, how do we preserve this information?

2,941 Views
AlexOmetis
Partner
Partner

I agree with the ticket archive comment - can this be preserved on support.qlik.com or somewhere if you're not going to migrate them?

Also, can you clarify how this will affect partners who log tickets on behalf of their customers? Will we retain the ability to log those for our customers? Will we finally be able to log tickets properly for our subscription customers? 

2,866 Views
gscott0111
Contributor
Contributor
You mention that previously closed cases will no longer be available to view. I have had several instances where I needed to refer to a previously closed case for information when opening a new case related to a prior issue. I think there needs to be a way to view previously closed cases for reference purposes.
Thanks
2,773 Views
amitghaste
Contributor II
Contributor II

This is rather alarming and possibly a security violation if you cannot answer these questions for me.

Support tickets often ask us to upload log files, and other details. These contain potentially secret information like server names, user ids configuration details etc., 

These attachments in the support portal are not curated for the general public, and is only disclosed under a support agreement with Qlik.

How are these going to be handled?

2,677 Views