Qualtrics Support Overview

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Overview

Typically, Qualtrics support guides can be accessed by conducting a quick internet search starting with “Qualtrics” and keywords associated with your question. If that doesn’t work, Qualtrics offers several ways to get help, including self-service resources and direct support options.

Support options

Accessing Qualtrics Support

  1. In an internet browser, go to Qualtrics.com/support/.
  2. Select the Sign in with SSO option under the Username and password.
    Qualtrics login screen with fields for username and password, a blue "Sign In" button, and options for password reset and Single Sign-On.
  3. Type in uweauclaire and select Continue.
    Login interface for Qualtrics featuring a field for Organization ID, a blue "Continue" button, and additional help text.
  4. Once you are logged into the Customer Success Hub, select Contact Support.
    Navigation bar of the XM Customer Success Hub with the title and options such as "MY SKILLS," "MY SERVICES," "MY TICKETS," and highlighted "CONTACT SUPPORT."

 

Access Support Guides

  1. To bypass the AI-powered assistant, search for a support guide by using the search option in the upper right corner of the page.
  2. For the best results, select the Support Page option under Filter by: Content Type.
    Qualtrics support page interface showing a search bar for "survey creation," with a filtered sidebar displaying content types, and a list of support articles related to surveys.

Access the AI-powered assistant

  1. To use the AI-powered assistant, select Get Technical Support and choose Surveys & XM Directory.
    Choices for selecting product information including XM & Survey products.
  1. Using the textbox provided, enter your question in complete sentences. Be sure to use keywords associated with your issue. For example, if you need help with survey creation, type in “How do I create a survey?”.
  2. Select Send.
  3. An autogenerated response will appear in the dialogue box, including instructional steps, video resources, and sources for digging in deeper. 
    A digital interface showing instructions for creating a survey in Qualtrics, featuring a step-by-step guide with numbered steps and a video resource link.
  4. Once the first prompt is submitted, determine if additional assistance is needed. If the answer is yes, you will be prompted to ask another question or contact customer support.
    Dialog box asking if the user still needs assistance with options to answer "Yes" or "No" and a button to "Contact support."
  5. Select customer support to access a Qualtrics customer service agent. You can select a preferred method of contact, including conducting a live chat, receiving a phone call from an agent, or sending an email to an agent. 
    Ways to contact customer support.
  6. Follow the prompts for your preferred method of contact, and a support agent will contact you.

Ticket follow-up

To respond to a ticket or see a transcript of your created tickets, do the following:

  1. Under Get Technical Support, navigate to “Following up on an existing ticket?” and select Go To My Tickets.
  2. Under My Tickets, select the ticket you wish to respond to or review.
  3. Type your response into the textbox provided and hit send. Responses to your ticket will be sent to your UWEC e-mail. 

Still need help?

If you have questions related to this article, please contact the LTS Help Desk at 715-836-5711 or helpdesk@uwec.edu.