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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.

4,444 Views
rzenere_avvale
Partner - Specialist II
Partner - Specialist II

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

4,393 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?

4,352 Views
AlexOmetis
Partner Ambassador
Partner Ambassador

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? 

4,277 Views
gscott0111
Contributor II
Contributor II
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
4,184 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?

4,088 Views
jtompkins
Creator
Creator

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?

1,672 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

1,624 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_avvale 

 

  • 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 

1,585 Views
rzenere_avvale
Partner - Specialist II
Partner - Specialist II

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

1,523 Views