Qualtrics - Assistance from Qualtrics Support


Introduction

Qualtrics users seeking support, including phone support, are required to login to the Qualtrics Support Center in order to connect with Qualtrics Support. This change is a required security update that ensures the utmost privacy of user accounts, including preventing anyone from posing as another user.

Accessing the Qualtrics Support Center from within Qualtrics will avoid the need to login explicitly.

  

Topics

 

NOTE: Users are no longer be able to contact Qualtrics Support directly by phone.  While the phone number will remain open for Sales and operational purposes, operators will direct any inquiries for the support team to be submitted online.  Users have the option to request a call from Qualtrics Support rather than initiate a chat or create a ticket.  For a more detailed explanation of Authenticated Phone Support, visit Qualtrics' Contacting Support page.

 

Qualtrics Support Center

Use the following steps to submit a request using the Qualtrics Support Center.

  1. While logged into Qualtrics, towards the upper right corner of the window, click the help_icon.png icon.
  2. At the bottom of the menu, click the Contact Support link. A new window/tab will open.
  3. In the new window/tab, under the account name, click the name of the current brand; e.g., University of Michigan Health System umichumhs.  The Customer Success Hub screen will appear.
  4. Under the Select a product area to see its available contact methods heading, click the Survey Platform & XM Directory button.
  5. For the support option, select the Email option.  A new window/tab will open. (Alternatively, the Live Chat or Phone Call options can be selected and the remaining steps skipped.)
  6. In the new window/tab, for the Subject line, provide a brief description of the issue. Click the >> button.
  7. In the Detailed Description of Issue field, provide a detailed description of the issue.
  8. Grant permission for Qualtrics Support to log into the account and then click the Submit button.

 

Higher Education Community Forums

In September 2020, Qualtrics launched the Higher Education Community within Qualtrics XM Community. This new community is a space for Higher Education users to connect, share industry best practices and ideas, as well as gain access to resources and thought leadership.

How it Works

  1. Log in or create your Qualtrics XM Community profile: If you do not already have a community account, visit www.qualtrics.com/community and click Sign In to Community from the top right corner. Log in with your Qualtrics account credentials, and complete the Create Account form that follows. If you have any issues, check out this support page.
  2. Update your profile: If you have not yet already, upload a profile picture or icon (video example here), fill out your profile fields, and set your notification settings so you receive updates on new posts in the Higher Ed Community.
  3. Introduce yourself: Introduce yourself on the Higher Ed Introductions post. Once you've introduced yourself, you will automatically be awarded a Higher Ed badge to be displayed on your community profile for others to see!
  4. Join the conversations: