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Introduction
This article will assist help desk technicians in handling Qualtrics incidents and service requests. In a nutshell, Qualtrics is a cloud based survey system. ISU's license includes customer support by Qualtrics. When a user asks about how to use Qualtrics or a specific feature of Qualtrics, they should contact Qualtrics Support directly. OIT is responsible for
- Account creation (new account request): https://indstate.teamdynamix.com/TDClient/1851/Portal/Requests/ServiceDet?ID=18827,
- Faculty, staff and eligible affiliate accounts are created automatically during the first-time login to Qualtrics using SSO from ISU Portal. No ticket is required.
- Faculty hired by term may not be able to access Qualtrics from ISU portal before their first day of employment. In such a case, we suggest that the user request an affiliate account for early access.
- Student account request requires a ticket. The ticket should be submitted by a sponsor faculty or staff.
- Departmental account can also be requested by submitting a ticket. A valid departmental email address is needed for Qualtrics account.
- Account modification (re-activate disabled account, special permission): https://indstate.teamdynamix.com/TDClient/1851/Portal/Requests/ServiceDet?ID=19137,
- Account locked When user typed in wrong password too many times, their account will be locked for one hour. After an hour, their account will be automatically unlocked.
- Issues when accessing Qualtrics https://indstate.teamdynamix.com/TDClient/1851/Portal/Requests/ServiceDet?ID=19473
- Issues when accessing Qualtrics are mostly related to system down or degraded performance.
- If a user cannot access Qualtrics because their account has expired or locked, please refer to 2. - Account modificiation.
- General and feature questions, such as "Can I upload a file in my survey?". User need to go to Qualtrics support if they ask "How do I upload a file in Qualtrics survey?".
- Survey email limit ISU has a limit of 300,000 weekly outgoing emails starting Oct. 29, 2025. This includes email distributions, email triggers, and sending emails to a contact list. Brand administrators can request an increses of the email limit bu submitting s support ticket to Qualtrics.
ISU Support
| OIT Support |
OIT-CPRgroup (Stacey Bocard X3663, Yihua Bai X2678 , Casey Burk X8778) |
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Support Websites
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https://www.qualtrics.com/support/ (login required) |
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Community Websites
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https://community.qualtrics.com
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| Product Documentation |
https://www.qualtrics.com/support/survey-platform/getting-started/survey-platform-overview/ |
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Email Distribution List
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None
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| Major Areas Supported |
All faculty, staff, and eligible affiliates. Student workers and students who use Qualtrics for their course work. Any student requesting Qualtrics account should be sponsored by a faculty or staff (Their sponsor faculty or staff person should make account request for the student).
Please note:
- Users are advised to contact Qualtrics Support directly for instructions on how to use Qualtrics and its features.
- OIT is responsible for creating / updating user accounts and permissions.
- Locked account: When user typed in wrong password too many times, their account will be locked for one hour. After an hour, their account will be automatically unlocked.
- Student account needs sponsorship from faculty or staff. If faculty or staff emails it-help@indstate.edu to request Qualtrics account for their student, their email should be included in the corresponding ticket so we know that there is a sponsorship.
- SPSS is not a part of the Qualtrics platform. If users need to use SPSS to analyze their survey data,they should make a new request for SPSS.
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Vendor Support
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Vendor Corporate Website / Headquarters
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Qualtrics
333 W. River Park Drive
Provo, UT 84604 USA
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Vendor Representative
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Craig Stevens
Senior Enterprise Account Executive
craigs@qualtrics.com
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Support Phone Number
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Go to https://support-portal.qualtrics.com/?Q_Language=EN and login with your Qualtrics account credential. Submit a form with your phone number and question type, and they'll call you back.
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Support Website
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https://www.qualtrics.com/support
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Additional Information
Software / Version:
- Version: current Month(s) and year(s) of use
- For academic purpose, use https://indstate.qualtrics.com
Hardware / Servers:
Availability:
This service is available 24/7, excluding planned outages, normal maintenance windows, Amazon AWS down time, and unavoidable events. System status is posted at https://status.qualtrics.com/