How do I escalate a case to Canvas Support in the Service Cloud Admin Console?

Document created by Canvas Doc Team Employee on Oct 7, 2017Last modified by Canvas Doc Team Employee on May 11, 2019
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If necessary, you may be able to escalate a case to the Canvas support team.

Note: Before escalating a case, try troubleshooting the issue or searching for the answer yourself. Try using the community forums or Canvas Guides.

Escalation Troubleshooting Steps

Follow these steps before you escalate a case:

  1. Define the expected behavior and why this is a bug for you or your user.
  2. Summarize all the parts and pieces of the issue - create a numbered list if that is helpful for you.
  3. Answer these questions: How many users does this affect? Is it only experienced in certain situations, or all the time?
  4. Try to replicate the issue from the user report or describe your attempts to replicate the problem.
  5. Make sure that the problem exists on another browser or on another computer. Note those browsers in the case.
  6. Include a link (Canvas URL) to the course or the page the problem is happening on.
  7. Include a screencast or screenshot if possible as an attachment to the case. The more information you provide the Canvas Support Team, the better.

View Cases

  View tickets

To escalate a case, view the New Cases tab.

Open Case

  Open Case

To open a case, click the Case Number link.

Escalate Case

Escalate Case

Click the Escalate button.

Note: Before escalating the case, make sure the case status is set to New, New - External or Open, Open - External.

Update Case

Update Case

Select the Escalate to Instructure checkbox [1] and then click the Update button [2].

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