Add participants in Qualtrics ticket group not working

The admin modules for managing users in Qualtrics are extremely painful, and I’ve reported this multiple times for years. There is Admin module where you can add users/assign divisions/user types/etc. But under no circumstances should we be adding users there that may eventually need access to dashboards. Oh no, those need to be added under User Administration in dashboards because for some reason it’s a uni-directional sync only. And regardless of where you add them, there is a delay further to be able to use these users elsewhere. Teams and Groups in Tickets and Admin modules are the same thing, but for some reason they’re called different things in these two.

So yes, short answer to you question, this is a known issue. There is a definite delay sometimes (but not always) to be able to use these newly added users in other parts of the platform. If you have access to dashboard, I suggest adding users there first, then going to Admin and adjusting any level of access they need there, and I think the data flows quicker to Tickets then too rather than adding them in Admin module first.

​@DidemDenise ​@InessaG ,

For automatic adding users to the ticket group requires, setting up automatic ticket group enrollment. That is the recommended solution for your scenario in Qualtrics CX. 

When you configure automatic group enrollment, newly created users who meet the specified user attribute conditions (such as department, office location, or other custom attributes) will be automatically added to the appropriate ticket groups within a few minutes after their accounts are created. This eliminates the need for manual updates and ensures that new users are assigned to the correct groups as soon as they are added to your Qualtrics license.

 Here is the support page link: https://www.qualtrics.com/support/survey-platform/actions-module/ticketing/ticket-permissions/#AutoEnrollment

How to set up automatic ticket group enrollment:

1. Prepare a CSV or TSV file with your ticket groups and relevant attributes.
2. Upload the file in the ticket group management section.
3. During the upload, set up automatic role enrollment by specifying user attribute conditions for each group.
4. Once configured, any new user who matches the conditions will be automatically enrolled in the correct ticket group.

Visual Example:

Thanks for the update, ​@DidemDenise