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Qualtrics - Creating a Support Request

This article provides instructions on how to submit a Qualtrics support request using the Qualtrics Support Portal.

Related KBs: 

Qualtrics - Support, Access, Sharing, Survey Limit

Qualtrics - Adding a Consent Form to Your Survey

Qualtrics provides excellent support documentation, however, if you encounter an issue that you cannot find a guide for, you can also contact Qualtrics support. In order to contact them, you are now required to log in and submit your ticket through the Qualtrics Support Portal. Here is how to submit a Qualtrics support request.

1. Visit  

2. Click Sign in with SSO.

Qualtrics Support Portal login with "sign in with SSO" link boxed

3. Enter “uwgreenbay” (lowercase, no spaces) into the field for “Organization ID” and click Continue.

Organization ID entry screen with "uwgreenbay" in entry field

4. You will be redirected to UWGB’s single sign on portal. Enter your UWGB email and password then click Sign in. If you are faculty, staff, or a student worker, the Duo dual-factor authentication portal will launch afterwards. Use your phone or key fob to authenticate with Duo. 

UW-Green Bay single sign on portal

5. The first time you log in to the Qualtrics Support Portal, you will be asked what your role is. Select the option that best describes you.

A screenshot that says "Which best describes you?" with the option "Undergraduate Student", "Graduate Student" and "Faculty/Staff"

6. An array of support request tiles will appear. Select the tile that says, “I have a different support request.

An array of ten tiles, the bottom-right of which reads "I have a different support request."

7. Select Survey Platform from the dropdown menu that appears.

A dropdown menu of XM products with an arrow pointing to the "Survey Platform" option

8. Select the tile with your preferred method of communication: 

a. Chat 
b. Email 
c. Phone

Three tiles which read "chat", "email", and "phone"

9. Fill out the appropriate 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. 

Contact web form for submitting a support request with email as the desired communication method

Keywords:survey, tool, qualtric, help, troubleshooting, report, xm, portal, email, phone, chat, tech, customer   Doc ID:109751
Owner:Samantha M.Group:UW Green Bay
Created:2021-03-18 14:54 CDTUpdated:2021-04-09 11:01 CDT
Sites:UW Green Bay
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