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Qualtrics - Creating a Support Request

This document details how to submit a Qualtrics support request using the Qualtrics Support Portal.

Related KBs
Qualtrics - Survey Platform Service Overview
Qualtrics - Upgrading Your Account to Remove the 10-Survey Limit
Qualtrics - Sharing Survey Access and Transferring Survey Ownership

How to Submit a Support Request

Qualtrics provides support documentation at the following link: Qualtrics Topics from A to Z. However, if the guides cannot help you with a specific issue, you can use the Qualtrics AI Assistant to get additional help or contact a Qualtrics Support agent through the Qualtrics Support Portal. 

  1. Navigate to Qualtrics using the UWGB Qualtrics sign-in link (  
  2. You will be redirected to UWGB’s single sign-on portal. Enter your UWGB Username and select Next, then enter your UWGB Password and select Verify. Complete your login by following the on-screen prompts to verify with multi-factor authentication via Okta.

    Sign in page showing Username field

    Sign in page showing Password field
  3. In the top-right corner of your Qualtrics dashboard, select the Help (?) button, then select Contact Support at the bottom of the pop-up sidebar. The Qualtrics support portal will open in a new browser tab.

    Pop-out "help" menu in Qualtrics
    1. If you are asked to confirm your account, select your UWGB account from the dropdown menu. 

      dropdown menu asking the user to select a Qualtrics account

  4. Select Survey Platform & XM Directory as the "product area."

    An array of tiles with different programs and services XM supports

  5. The interface for the Qualtrics AI Assistant will open. Enter your question into the textbox, then select Send to generate a reply.
    chatbot interface with a textbox and a Send button

  6. The AI Assistant will ask if its reply answered your question. If the answer is "no," select "no" and then select "Contact support" and your preferred method of communication:
    • Live Chat 
    • Phone Call
    • Email

      chatbot interface that asks whether you'd like to contact support via email, phone, or chat

  7. Fill out the appropriate form fields for your selection and submit the web form to start a chat or request that a support agent contact you by either email or phone. 

    Screenshot of Support Request Form

Keywordssurvey, tool, qualtric, help, troubleshooting, report, xm, portal, email, phone, chat, tech, customer, qualtrix, qualtracs, ticket, troubleshoot, contact, get, question, questions, technical, chatbot, ai   Doc ID109751
OwnerSamantha M.GroupUW Green Bay
Created2021-03-18 14:54:47Updated2024-06-06 13:41:25
SitesUW Green Bay
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