Workflows

Hi there!We’re looking to send Qualtrics surveys to our customers after a Zendesk ticket is solved, whether the interaction happened via Messaging, Email, or Talk, using an event-based flow.Ideally, we’d like the process to immediately capture and pass the Zendesk ticket ID and the requester’s email address into Qualtrics. The survey should be delivered to the requester’s email, and the ticket ID should be included in the survey data so we can maintain a consistent and traceable feedback flow.What would be the best way to set this up properly? How should we start implementing this integration between Zendesk and Qualtrics?

We have encountered a critical issue while attempting to configure a web service task within the Qualtrics Workflow . While accessing the web service module, the interface is not loading as expected and instead displays a broken page/error screen, preventing us from proceeding with the configuration .I have attached the error screenshot. Can someone pls suggest why the web service is not loading. 

got a survey imported into Qualtrics but now need to make it functionali.e first question is a Yes/No response if No it's a thanks but goodbyeif yes go to next questionand so on  never used Qualtricscome from industry where reached a level where i employed smart young people to do hands on analysis as instructed by menow as a PhD student i am in that de-facto smart young people to do hands on analysis cohort without being a smart young personso need so hands on help to get the survey to work 

Hi Team,We have configured a workflow in Qualtrics using the “Extract Responses from Survey” task along with the “Amazon S3 Load” task, and it is working successfully for pushing survey response data to Amazon S3.However, for one specific touchpoint, we need to send data directly from a Directory/Mailing List to an Amazon S3 bucket instead of survey response data. This is because the survey is not configured within Qualtrics. Instead, we are receiving the responses through a JSON task, storing the data in an XM Directory list, and now we need to push that stored directory data to Amazon S3.We tried using the “Update XM Directory Contacts” task, but we were unable to map the embedded data fields.Please find the screenshot attached for reference.Any suggestions or best practices would be appreciated.

Hi everyone, I’m exploring ways to surface Qualtrics survey responses inside Dynamics 365 CRM using a Virtual Entity.Does anyone know if it’s possible to expose Qualtrics survey results through a Virtual Entity in D365, and if so, what the required setup looks like?I’m particularly interested in:Whether Qualtrics can be used as an OData or API data source for a Virtual Entity Any authentication considerations Examples or documentation on mapping Qualtrics survey response fields to a Virtual Entity schemaAny guidance or experience would be greatly appreciated.

Hi All, I am sure this has been done before BUT…..I would like to generate a survey that:Our students out on placement can complete by clicking a link. Once they complete the survey I would like the survey to then be sent to the placement supervisor for approval I would then like The placement supervisor to be able to read and approve the students original survey - BUT the student obviously cannot originally see the approval section (2 surveys?) We then see the data from the placement supervisors approval / failure there are MANY students (hundreds spread over 4 years of the course) and many placement sites to consider.I have had a browse and THINK the way is embedded data in the student and a second supervisor surveys??? Do you have any advice or know of simpler ways of doing this? this is currently paper based Steve

Hi community,I am currently building an integration between Qualtrics Tickets and a 3rd-party system via API.My Setup: Trigger: A Ticket event that trigerd on various events, specifically including "Comment added"   Goal: When a comment is added to a ticket, I need to capture all ticket comment and send it as a JSON object to an external API using a Web Service Task. The Issue: Within the Code Task, i can not find the piped-text for the ticket’s comments. I have tried using API but the JSON response also do not retu

Hello everyone,I’m working on a use case in Qualtrics where we need to update the ticket status if a respondent does not respond to the survey for 7 days.The requirement is: A survey is triggered for a respondent linked to a ticket. If the respondent submits the survey, the ticket status gets updated  as closed based on the response. However, if no response is received for 7 days, we want to automatically update the ticket status (for example, mark it as No Response or Closed). Since there is no response data in this case, I’m unsure how to implement this logic in Qualtrics.Has anyone implemented something similar? What would be the best approach using workflows or ticketing logicAny guidance would be really helpful.Thanks in advance!

Hi XM Community,I wanted to share a free tool I created to help with Add Contacts and Transactions to XMD task workflow documentation. Documenting field configurations before environment migrations keeps coming up in community discussions, so hopefully this saves some of you time.The Challenge: Manually documenting which fields are mapped in the Add Contacts and Transactions to XMD task is time-consuming, especially when managing multiple workflows or comparing configurations across Dev, Test, and Production environments. You need to track source fields, data project field names, and field types (Contact data or Transaction data) for every row.The Solution: A browser-based script that extracts your complete Add Contacts and Transactions to XMD task configuration in seconds:✓ Source field to Data Project field mappings✓ Field type for every row (Contact data or Transaction data)✓ Full field nam

Hi XM Community,I wanted to share a free tool I created to help with Basic Transform Task workflow documentation. Documenting field configurations before environment migrations keeps coming up in community discussions, so hopefully this saves some of you time.The Challenge: Manually documenting which fields are mapped in the Basic Transform Task is time-consuming, especially when managing multiple workflows or comparing configurations across Dev, Test, and Production environments. You need to track source fields, destination field names, field types, and required status for every row.The Solution: A browser-based script that extracts your complete Basic Transform Task configuration in seconds:✓ Source field to destination field name mappings✓ Field type for every row (Text value, Number, Date, etc.)✓ Required status captured✓ Full field names without truncation✓ Export to CSV, JSON

Someone at my company set up a workflow for ServiceNow to send survey invitations by email. The First Name, Last Name, Email, and Language fields are all filled in with a Piped Text format I am not familiar with, and I can’t find any documentation for it. The email message also uses the ~{sfob://Fieldname} syntax to copy data from the ServiceNow event to the email message. I can intuit that SFOB stands for Salesforce Object, and I can tell that the fieldname that follows must match the fieldname in ServiceNow, but I have some remaining questions that I hope the community will be able to help me with:Why does my workflow message use specialized pipe text ( ~{sfob://Fieldname} ) instead of the normal {e://Field/Fieldname}? In other words, why isn’t the imported data from ServiceNow treated like embedded

Hi XM Community,I wanted to share a free tool I created to help with XM Directory Contacts Task workflow documentation – something I've seen come up in discussions here about migrations, workflow management, and audit requirements.The Challenge: Manually documenting which fields are mapped in the "Update XM Directory Contacts" task is time-consuming, especially when you're managing multiple workflows or planning environment migrations. You need to track both contact mappings AND transaction mappings, along with "Make Piped Text" settings.The Solution: A browser-based script that extracts your complete XM Directory mapping configuration in seconds:✓ Contact field mappings (Source Field → XM Directory Field)✓ Transaction data mappings with "Make Piped Text" status✓ Full field names (no truncation)✓ Captures piped text syntax (${e://Field/...})✓ Export to CSV, JSON, or clipboard

I have a branching email trigger (i.e., if eligible to continue send email A; if ineligible, send email B) at the end of a survey that was working perfectly for many weeks, but has been failing over and over in the last three days.I re-ran a bunch that had failed and they sent the second time. Then another one failed and retry attempts also failed. Why might these be failing now when they weren’t before (and no changes were made to the workflow or the survey itself)?  

Qualtrics no me permite asignar usuarios manualmente para la gestiòn de tickets, en la barra de bùsqueda no me aparece ningùn usuario, ni siquiera brand administrator. Alguien sabe què hacer?

Hi all,We have som transactional surveys happening based on SF integration (e.g. Case closed in SF, survey is sent), and we would like to start sending notifications to the internal team when the survey has been sent. Due to the directory settings, we do not send surveys to the same people within a certain time frame. So if there are multiple time when condition is met the Workflow is triggered each time, but the survey is sent only once.Email task functionality in the workflow was my initial thought, but then it sends emails to the team every time the workflow is triggered, even if the survey sending was blocked by the directory settings.What kind of notification can we use/configure to ensure that it is only sent to the team when the actual survey is sent out? Thanks in advance!

I have a bunch of messages in my Library but I can’t seem to access them when creating an email in my workflows.Any ideas of what might be happening?Image of what I see.  I know there are messages out there. 

Hello,I’d like to bring the documentation page at https://www.qualtrics.com/support/survey-platform/actions-page/etl-workflows/data-extractor-tasks/extract-data-from-qualtrics-file-service-task/ to the attention of the community. The document instructs users to upload files to a URL like the one below. Crucially, the same instructions are repeated in the workflow setup page:https://<Datacentre>.qualtrics.com/automations-file-service/automations/<Automation_ID>/filesWhile this method of uploading files does work, it only supports API Tokens. It is, however, possible to switch to using https://<Datacentre&gt

Hi,I have a workflow triggered by survey response.I have a decision task say D1. If D1 is true, I would like an email task E1 to execute. If false, skip E1. Then i want the flow to go to next step in workflow following E1. How can it be done ? In my case if the D1 is true, it continues and finishes entire flow. If D1 is false, the workflow ends. REgards,Neha Tank

Hi, this topic relates to workflow logs: Is only the owner of the worfklow allowed to download validation or transformation reports in excel? What is actually the best practice to ensure a smooth transition from an implementation team to the future responsible for workflows?  I am aware that you can avoid this issue with impersonating the owner if you are brand admin but isn’t there any better way to do so? Thanks a lot in advance,Arne

Hi everyone,I’m trying to implement a reusable comprehension-check pattern in Qualtrics: allow up to N attempts on the same question, track the number of attempts, and screen out after N failures. I’m seeing inconsistent behavior and I’m not sure what’s the problem. Desired behaviorQ1 (Single Answer MCQ) is a comprehension check. If correct → proceed immediately to the next part of the survey. If incorrect → show the same question again, up to N=3 attempts. If still incorrect after 3 attempts → End of Survey (screen-out). Store Embedded Data: CC_Attempts (1..3) CC_Passed (0/1) CC_FailedMax (0/1) Current setupEmbedded Data (Survey Flow, at start):CC_Attempts=0, CC_Passed=0, CC_FailedMax=0, CC_MaxAttempts=3Block “Comprehension Q1”

Hi, I’m new to Qualtrics—sorry if I’m cross-posting.I’m working on a study where each participant needs to answer 10 questions, but there are 50 different versions of these 10 questions (i.e., 50 sets, each containing 10 questions).My goal is to randomly assign each participant to one version (50 participants in total) and have them see only that set of 10 questions.If I insert all 500 questions into the survey and try to control what participants see using randomization or display logic, the survey becomes very long and hard to manage.I’ve looked into Loop & Merge, but I’m not sure whether it’s the appropriate approach for my design.Could anyone suggest a more efficient way to implement this? For example, I’m wondering if it’s possible to put all 500 questions in a CSV file or in the backend, and somehow embed them into the survey?Thanks so much for any advice!

Evening everyoneWe’ve got a number of workflows in Qualtrics to handle invitation files. Today the steps in the workflow that add contacts to the directory and create samples have been extremely slow, taking hours longer than usual.Has anyone else experienced the same issue?Best wishesPete

How does Qualtrics determine whether a workflow trigger fires once or multiple times for a single response, and what internal response states influence this behavior?

Has anyone incorporated the new email survey workflow with Zendesk and saving it as a transaction? I know the task within the “template” is being depreciated, but whenever I try to add a contact/transaction to the XM Directory from a Zendesk event, I get blocked with the message that a data task hasn’t been set up yet.We had been saving ticket fields through Embedded data but I think we need to move to Transactions since embedded data is being over-written with multiple tickets. It is becoming more common where a user can have multiple tickets can be resolved same day and we need to pivot to Transaction to avoid data confusion.  If I set up the “Send an email task” from the Zendesk trigger, I think I will be forced into using Embedded data and continue to have the same issue as above.

We're not getting much insight from support into solving our Zendesk use case problem other than "its Zendesk problem" but I have a hard time believing that what we're doing is an edge case. We are using the workflow template but the final task isn't letting us update a ticket if we are not updating fields that are required on the ticket itself. The fields that cause the error are fields are required to close, therefore are populated before our distribution trigger kicks-off. They are also dropdowns in Zendesk but the task doesn’t let us just pipe the selection that came in with the task back to the case to update the field we want to. We’re just trying to add a tag that a survey was sent so we don’t erroneously send surveys if the ticket is reopened or updated in Zendesk after the survey is distributed. Has anyone else seen this or found ways to accomplish this with the Zendesk extension. I suspect we’ll have the same issue when we try to send the satisf