Qualtrics Phone Support Changes

As of August 19, 2020, Qualtrics users seeking phone support will be required to login to their Support Portal in order to connect with Qualtrics Support. This change is a required security update that continues to ensure the utmost privacy of user accounts, including preventing anyone from posing as another user. Email and chat support have already required authentication as of May 13, 2019, and we are now bringing phone support up to parity with all support contact methods.  To log in, OSU users should remember to click “Sign in with SSO” then type “osu” for the Organization ID.

Important information for surveys offering incentives

The Qualtrics support team has received reports that individuals are targeting incentive surveys and taking them multiple times or creating bots to take incentive surveys multiple times to claim incentives. We treat reports from customers very seriously and our Security Operations Center immediately began looking into it. Following our investigation, we can say with a high degree of confidence that fraudsters are targeting incentive surveys. No response or other account data is at risk because of this abuse, but unintended recipients may be taking surveys multiple times to claim incentives.

Qualtrics has created many native tools and best practices to allow customers to protect themselves against this and similar situations. You can find this information via the links below:

Survey protection features

Fraud Detection measures

Because your brand is using an integration with Tango Card and is therefore likely publishing incentive surveys, we highly recommend you take extra care when setting up surveys that include the Tango Card incentives (see Tango Card integration). Using the correct settings and configuration is essential to ensure that the incentives are only accessed by your intended respondents. Without appropriate settings, it may be possible for unintended respondents to take advantage of your distributions and claim the incentives.

If you have a question about these features, it’s always worth checking the XM Community to see if any other users have had the same question. If you’d rather speak to a specialist, our Support Team is always ready to assist. To contact them, please log into your Support Portal.

Thank you,

Qualtrics Support Team

Important Notification from Qualtrics: Public V2 APIs Deprecation

This is an important product notification. As part of this commitment and our continued effort to offer new capabilities, we are announcing an update on the Public V2 Deprecation Program: the new deprecation date will be March 31st, 2020 to complete the migration to our Public V3 APIs.

To ensure uninterrupted service of the API calls in your brand, we encourage you to please read this information carefully.

Why is this important? The migration to our Public V3 APIs is critical for:

  • Improving security (reduces attack surface)
  • Increasing availability
  • Enhancing the developer experience (easier to develop)
  • Add new functionality and capabilities

What actions do you need to take?

  • Please make sure you migrate all applications/services using Public V2 APIs (excluding Website/App Feedback and 360) to V3, before the deprecation date
  • All existing V2 functionality can be found with our new V3 API set
  • Failure to migrate any Public V2 APIs to V3 before March 31st, 2020, may result in failure to access the Qualtrics XM Platform
  • Additional documentation can be found here V2-to-V3 MIGRATION GUIDE

What should I do if I have questions?

It’s always worth checking the XM Community to see if any other Users have had the same question about the API Migration. If you’d rather speak to a specialist, our Support Team is always ready to assist. Please contact them here: Support Center.

November Qualtrics Show and Tell: Groups and Library Functionality

Tuesday, Nov. 12 from 12:00-1:00, 352 Research Commons in 18th Avenue Library

Scott Bradford and Liz Lubinger (both Research Analysts, Center for the Study of Student Life) will be presenting on how to create custom user groups in Qualtrics. They will also demonstrate how users within those groups can utilize the Library function to share survey questions, templates, graphics and survey messages with other group members. Finally, they will discuss the process of how to import each of these various items from a library into your own surveys.

Summer Show and Tell Discussions: User Maintenance Series

User Maintenance Part 1 – June 11, 2019, 12-1:00, 352 Research Commons
This session is designed specifically for OSU Qualtrics Division Administrators. It will be a hands-on working discussion related to cleaning-up and maintaining our 20K users within our 46 Qualtrics Divisions. Liana Crisan-Vandeborne, Qualtrics Brand Administrator, College of Arts and Sciences, will present best practices and procedures for maintaining users.

User Maintenance Part 2 – August 13, 2019, 12-1:00, 3rd floor Research Commons, Brainstorming Room
This is a follow-up and reconciliation session of the user maintenance process completed during summer 2019. While this session is designed specifically for Division Administrators, all other users are invited to attend; and specifically the ones who would like to interact face-to-face with their division administrators. At the end of this process, Division Administrators should be able to:

  • Have a current understanding of the activities and practices used by Division Administrators in user maintenance process.
  • Estimate the total time allocated for this process.
  • Anticipate the recurring activities and the ones up-coming for the new year.
  • Communicate to OSU community and Qualtrics the amount of resources used for this annual process.


As of May 13, 2019, Qualtrics users seeking support will be required to login to the Support Center in order to submit a ticket to 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.

When accessing the Support Center, users will be given the opportunity to login with their Qualtrics account credentials. After logging in, the support process will remain unchanged. Please note, however, that the Qualtrics Support team will only be able to provide support assistance for the account that the user used to authenticate into the Support Center to submit a ticket.

If a user is unable to login or does not have a Qualtrics account, they will be directed to a Limited Support Center by clicking “Can’t login or don’t have an account?” on the Support Center login screen, through which they will be able to request support. Due to the lack of security protocol involved with this method, we will require that the Limited Support Center only be used for login issues and account creation issues.

Attention OSU Users: At the login screen, do not enter your credentials.  Click “Sign in with SSO.” When prompted to enter an Organization ID, type “OSU” and click continue.  This will take you to the Support Site.

May 7 Show and Tell: Survey Accessibility Demo

Tues., May 7 from 12:00-1:00, 350 Research Commons, 18th Ave. Library

Learn how screen readers for the visually impaired interact with Qualtrics surveys.  Peter Bossley, Director, Digital Accessibility Center with the ADA Coordinator’s Office, will provide a screen reader demo of several types of survey questions, including commonly used question types that are inaccessible.  The Brand Administrators also will provide an update on the University’s process for complying with Minimum Digital Accessibility Standards (MDAS) with Qualtrics.

March Show and Tell: Survey Email Best Practices

Tues., March 26 from 12:00-1:00, 352 Research Commons, 18th Ave. Library

Want to maximize the chances that your survey invitations and reminders are seen by recipients? In this session led by Elaine Armbruster, Director of Email Marketing & Marketing Automation, you will learn what determines whether or not your email makes it into the inbox (versus the spam folder – or worse – blocked!) and how you can implement simple best practices to ensure inbox placement.

UPDATED: View the slides from the presentation

February Show and Tell: Using Net Promoter Scores

Tues., Feb. 12 from 12:00-1:00, 352 Research Commons, 18th Ave. Library

Samantha Frost (Sr. Director, Alumni Experiences, OSUAA) will present on how the Advancement Events team uses Qualtrics to measure the success of events through post-event Net Promoter Score surveys. She will walk through how the survey templates are created and updated, how the event surveys are distributed and shared, and how using the tool allows for more collaboration between colleagues and streamlining of process.  She will also share how using the tool has ultimately allowed the team to measure success in a consistent manner as well as better respond to audience needs.