Description
Users should contact Qualtrics support or use the Qualtrics AI assistance tool for technical issues, troubleshooting needs, survey creation/design, and to explore resources.
Environment
All OHIO Qualtrics accounts
Navigate the Qualtrics Support Help Features
Within the Qualtrics Platform, you can access the dynamic help window by selecting the question mark (?) in the top right corner of your account. From there, there are 6 ways you can navigate Qualtrics support help features:
1. Ask a Question: Interact with Qualtrics Support AI Assistant. Type your question directly into the chat input field and press Enter. The AI Assistant will attempt to provide an answer based on the information available.
- If the AI Assistant cannot answer your question, you can choose to contact support directly from the window. Respond "NO" to the "Did I answer your question?" prompt, select the form of communication and fill out the request intake form to contact the Support Team.
2. Review Commonly Asked Questions: The dynamic help window also displays commonly asked questions based on the product area you’re working in. Clicking one of these questions will start a chat with the Support AI Assistant, where you can ask additional questions for your specific use case.
3. Navigate to Other Help Resources: You can also navigate to other help resources, including the Customer Success Hub, XM Community, and XM Basecamp.
4. Organizational Resources: Links to Ohio University Brand Administrator Support Resources
5. Search and View Support Articles: You can search and view support articles directly in the Qualtrics platform. Below the search bar, you will find curated support articles based on where you are working in the platform.
6. Contact Support: Contact support by logging into your Customer Success Hub
Contact Qualtrics Support
If the AI Assistant cannot answer your questions, you can choose to contact support directly from the IA Assistance chat box. Respond to the "Did I answer you question?" prompt, select the contact method, and fill out the request intake form to contact the Support Team.
You can also contact support by logging into your Customer Success Hub by following the steps below:
- Click the question mark icon in the upper-right corner of your account
- Select contact support
- Select Sign out of all accounts
- Select Sign in with SSO
- Enter the Organization ID: OHIO
- Select continue
- Select the product area to get started
- If you have a general question select Survey Platform & XM Directory
- Ask the Qualtrics Support AI Assistant a question
- To contact Qualtrics Support without asking a question insert " I want to contact support"
- Select "NO" to "Did I answer your question"
- Select "contact support"
- Select the contact Method: Email, Phone, or Chat
- Fill out the request intake form to contact the Support Team
Get Help From OIT
- Visit the Qualtrics page to create a ticket to escalate request to Brand Administrators in OIT if the issue involves:
- Deleting a Qualtrics Account
- Adjusting account permissions/information
- Upgrading or adding account features
- Recovering a deleted survey
- Changing survey ownership
- Requesting or updating a custom survey theme
- Increasing response/email limits
- Requesting SMS credits
- Requesting access to Qualtrics API or integrating with other systems
- Visit the Qualtrics Resources and Training page to schedule a Consultation.
Additional Resources