Brand Administrators & New Support Portal | XM Community

Brand Administrators & New Support Portal

D
Badge +3
Leiden University is currently very dissatisfied with the changes imposed on brand administrators with the new support portal.
While we manage normal Qualtrics support questions ourselves daily, we are often forced to contact Qualtrics for special requests.

We are now forced to:
1. Go to the support-center
2. Select "I have a different support request"
3. Choose "Which Products are you using"
4. Type briefly the issue, which never yields the correct solution. (we just type random characters now.)
5. Click on the "email" option
6. Replace our employee emails with the support email
7. Click on "I have a technical question"
8. Write a detailed description of the issue
9. Answer 2 additional questions always the same way: "How familiar are you with working in this part of our platform?" and "Do you give us permission to login to your account, if necessary?"
10. Submit

And God forbid you press the back button in your browser!

We find it very hard to justify this, especially considering the subscription Leiden University pays to Qualtrics.
Support requests on this matter have returned with a shrug ¯\\_(ツ)_/¯ 🤷 from product specialists.

We were wondering if any other Brand Admin has been affected by this; if there are any workaround or tips for streamlining this process?

6 replies

JenCX
Rank
Userlevel 7
Badge +11
I just call them and make sure I have their access enabled in my account. While I haven't tried since they did the new process, I can't imagine it'd be different, unless maybe I have to log in first.

I prefer talking to their reps to email anyways. I find it's faster.
U
Rank
Userlevel 6
Badge +5
Hi @Dioscorides thank you for the information. I always just call Qualtrics at 1-800-340-9194. I would recommend displaying that number as prominently as possible for your users. If enough of us bypass their terrible online form maybe they will streamline it a bit.
K
Rank
Userlevel 7
Badge +19
I will agree the "search" function is annoying, though. I'm a very savvy qualtrics user; I always look at support pages and community first. I'm contact support because those options failed. To ask me, "brefily describe your issue", and NOT tell me it's going to search for stuff... at it's least it is bad UX, at worse it is condecending.

But to say I've had "issues" is a strech. Sure it's a lot of clicking. But it's not like it's a 30 minunute process- it takes 2 minutes. And if it helps my email get to someone who can help me faster.... I don't mind answering extra questions.

Feels like there may be an opporunity for qualtrics to streamline the process a little more and enter information it already knows about me (name, email). But that's about it.
LaurenK
Rank
Userlevel 7
Badge +13
Hi @Dioscordes!

Thank you for sharing this feedback with us! I will be passing on this information; as we are in the early stages of this process, and feedback is incredibly valuable! As of May 13, 2019, the Support Center requires you to log in with your Qualtrics account to submit a ticket. We made this update to implement a necessary security requirement and ensure timeliness of support response! The Support Center confirms account ownership to ensure that only the users that are authorized to access your account are requesting support on it. Without it, people can pose as a Brand Administrator, colleague, or as someone from another company entirely in order to get sensitive account information or make changes without the account owner’s consent. Additionally, the more we know about your issue, the quicker we can send you to the right person to help you with your needs!

You can access the Support Center via the "Help" tab within the product to help ensure access. Although you have to select "I have a different support request" now, there will be a customized view for Brand Admins in the near future with less options. We then require that you choose which product you are using to route the request to the proper support team. In the near future and next development phase of the Support Center, we will be removing the section where you are asked to briefly type your issue. We then ask that you select your contact option, as this is necessary to reach our team. We hope that helps to clarify a bit and thank you again for sharing this feedback with us!
S
Badge +3
Great to hear there will be a customized view for Brand Admins in near future: looking forward to it!
J
Userlevel 1
Badge +3
My university is also dissatisfied with the changes to the support portal. We have our own documentation which faces our end users, and we've listed the support phone number and instructions for navigating the support portal to find the chat and email link. I'm glad to hear that the view for the brand admins will be simplified as I reach out via chat very often!

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