Qlik Community

Support Updates Blog

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

Announcements
Support Case Portal has moved to Qlik Community! Read the FAQs to start exploring Support resources.
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
jtompkins
Contributor III
Contributor III

Will all cases be searchable / visible? e.g. If I have an issue and am about to open a case, would I be able to search and see if a similar issue has been reported by someone else?

656 Views
san9c123
Contributor II
Contributor II

@Katie_Davis  I see in email (can't find it here) you said "If you'd like to reference an old case, an agent will be able to pull those details for you."  What will we need to do this?  Case number?  Not trying to be difficult, but we have 176 closed cases and it looks like they are spread over 18 pages in Support.  Do I need to screenshot all of them?  How do we get a dump of the data?  Thank you, Scott

608 Views
Katie_Davis
Digital Support
Digital Support

Thank you all for your questions, hoping the below can provide some clarity:

 

  • The Case Portal is being moved onto the Community platform but is not public. You will need to login and will only see cases for your organization, just as before. 

           You will not be able to see or search any other customers’ cases in the Support Portal.

           Only the forums on Qlik Community are open to the public.

            @amitghaste @jtompkins 

 

  • Unfortunately, due to differences in the data model between the old and new platforms, we are not able to migrate closed cases. We are working on a process for customers to request information on previously closed cases and will provide an update in our next blog post. Cases opened after Oct 4 in the new system, once closed, will be visible.

             @san9c123 @gscott0111 @rzenere_methode 

 

  • Partners will be able to log tickets exactly the way they did in the old system. We are working on enhancing the Partner case experience in our 2022 roadmap.

             @AlexOmetis 

569 Views
rzenere_methode
Partner
Partner

Thanks @Katie_Davis. I'm looking forward for your next blog post about the new process to request information about closed cases

Since we're working with Qlik, what about creating a Qlik Sense application with all the messages in the case (and links, where possible, about content used into the case)?
If Qlik will host this application, the application will use Section Access and customers/partners will need to authenticate in order to see correct data ... 
If Qlik does not want to host this application, maybe a smaller copy (without Section Access) will be created by Qlik Application Automation for each customer/partner and delivered via mail/...? Something on the line of this: How to : Qlik Application Automation for Loop and Reduce - Dynamic process 

Riccardo

507 Views
Vegar
MVP
MVP

Thank you for the heads up.

I assume the features and privacy in this new section will be different than in the rest of the community.  I look forwards to see the new portal. 

487 Views
Lech_Miszkiewicz

We have currently 606 closed cases which we as partners often have to go back to. Clients raise issues which were discussed in old cases and quick browse helps to find them. 

How are we going to be able to get access to closed cases as partners. Are we going to say to "the agent" that "I think we had similar case in the past" and ask support agent to browse our old cases to find this out? 

Wiping out whole support history from our access seems like sweeping under the carpet to me. I will keep an eye on this and lets see how it goes. 

so the takeaways fro this to me are:

  • Idea about moving support to community - it does not bother me at all, I dont really care from which URL address I log the ticket. There is no such thing like integration really as support cases still must be closed and visible only to people logging it
    • one more comment on that - as partners we were able to add more our consultants who were able to observe the case (in case someone goes on leave or leaves company). It better works like that in new setup as well.
  • Fact that we loose direct access to 606 closed cases bothers me very much. 

that is my 5 cents...

cheers

423 Views