Latency Issues: we use Tessitura via Citrix. Is this an issue? | Community
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Latency Issues: we use Tessitura via Citrix. Is this an issue?

  • March 1, 2024
  • 1 reply
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S

Hello,

We're having Talk latency issues when talking to clients via the browser, usually in the 2-to-3-second range.  We are currently using Tessitura via a Citrix workspace.  In perusing the "Talk network requirements" document, I noticed a bulleted item that says:

  • Zendesk Talk is not compatible with virtual desktop environments (VDIs) such as Microsoft Azure Virtual Desktop (formerly Windows Virtual Desktop) and Citrix Virtual Apps and Desktops.

Could the use of the Citrix workspace be the source of our problems with latency?  When it says "not compatible," how does the incompatibility manifest?

Any help would be appreciated.  Thank you.

    1 reply

    D
    • Dainne
    • March 6, 2024

    Hi @sspeed!

    Sorry to hear that your team is experiencing issues with Talk in Citrix. Citrix can provide ‘virtualized’ IT environments for users. We’d be very limited in troubleshooting that or to really make confident statements how Zendesk can work with Citrix and its myriad ways of how it can be configured. 

    There are 2 ways to go about it:

    1. Exclude exclude everything related to Citrix. Citrix environments may well work with our product, but there are a lot of unknowns there for us because its a third party system. That's why first thing would be testing outside Citrix, if your company's policies allow for that

    2. Mention the situation with Citrix, but start troubleshooting as usual with the first usual analytical questions etc. (Does it happen to one or many agents, what browser do they use, Which workflows steps lead to the given error etc) (edited) 

    Hope this helps!

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