Thanks, @JenCX ! I'm testing this out now, it looks like this will help.
Good to hear that another institution is approaching this similarly, @MichelleC! We'd like to advertise this eventually, but we certainly need to be strategic about it.
At Harvard, we have a similar process to MSU, though we are looking into leveraging our division admins' help. (If I'm not mistaken, division admins can also manage user groups.) We have divisions based on individual schools within our main Harvard brand, but somewhere along the line, we started to take on all group administration as the central brand admins.
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!
Got it, thanks @KatharineS!
Hi, I have a general product updates question: is there a reason why certain updates are posted here in Community and some are posted at the main XM link? I've been checking both areas for updates but I'm curious if there's any logic to having two spots.
Thank you for the explanation, @LaurenK! It helps to know that the requests are filtered to the correct support team members.
I'm curious if there's any concern about the experience getting through to contacting support from this portal. I touched upon this here but wanted to reiterate that it is time-consuming to navigate through the portal to where you can actually see a phone number/chat portal/email address.
I'm still seeing issues with exporting reports to PDF that don't happen when exporting to a Word doc. The results get cut off and there's no option to resize the data. Is this still being looked into?
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