Support vs CSM: When to file a ticket and when to ask your CSM

llortsher
Instructure Alumni
Instructure Alumni
‎04-07-2017 10:27 AM
1
14396

In order to save you time and maximize the resources your institution has paid for, we have created a guide for you to follow when Canvas questions arise and what avenue of assistance you should use.

 

 

When to submit a ticket/reach out to Support

  • Authentication Issues
    • File a support ticket (Canvas Help Menu > Report a Problem), chat with Canvas Support, or call in using your Support phone number. Inviting your authentication expert to be available when you connect with Support will also help expedite the process.
    • Are students and teachers having issues signing into Canvas? Please have as much information as you can ready when you call/submit the ticket. Who is having issues signing in and a link to an affected user? What error message are they receiving and a link to the affected page? How long has this been happening? Is it just that one user or multiple?
  • When Something Doesn't Work
    • File a support ticket (Canvas Help Menu > Report a Problem), chat with Canvas Support, or call in using your Support phone number.
    • Is something in your Canvas production environment not functioning like it usually does? Please include as much information as you can. What is not working? How did it work previously and what has changed? How long has this been happening? Include screenshots and URLs of affected pages and users to expedite the troubleshooting process. 
  • Content Problems
    • File a support ticket (Canvas Help Menu > Report a Problem), chat with Canvas Support, or call in using your Support phone number.
    • Has something gone missing in Canvas? Are you having issues saving or submitting an assignment? Please include as much information as you can. What is missing and from what course? Who created it? What error message are they receiving? Include screenshots and URLs of affected users and pages to expedite the troubleshooting process.
  • SIS Issues
    • Check the SIS Community Page for common Error Codes / Known Issues
    • File a support ticket (Canvas Help Menu > Report a Problem), chat with Canvas Support, or call in using your Support phone number.
    • Is something not pulling over from your SIS to Canvas? Are grades not being passed back like they used to? Please include as much information as you can. Who/What is missing and from what course? What error message are you/they receiving? Include screenshots and URLs of affected users and pages to expedite the troubleshooting process.
  • Troubleshooting LTI Tools and Third-Party Integrations
    • Are you having issues with Turnitin, Google, or any other LTI tool/Third-Party Integration from our EduAppCenter or one of our Partners? Normally, these integrations are built by the third party so please reach out to the Support team of the third party tool you are trying to implement. 
    • If you are not sure if this is a Canvas or Partner issue, please file a support ticket (Canvas Help Menu > Report a Problem), chat with Canvas Support, or call in using your Support phone number. We can loop someone in from our Partnerships Team and can reach out to them if it is not something our support team can resolve.

 

Please remember, if you have submitted a ticket for an urgent issue (think ALL users can not log in to Canvas) or are not satisfied with the answer you received, please let your CSM know. As your Canvas Liaison, we can continue to help escalate the issue if needed.

Support Ticket Flowchart for Tier One

Support Ticket Flowchart for Standard and 24x7 Support

 

When to email/reach out to your CSM

  • Adoption
    • Do you need assistance with your rollout or adoption plan? Connect with your CSM team to get access to many resources, helpful checklists and to set up a call to walk through potential ideas. Our team may also recommend purchasing Adoption Consulting hours, if needed, to help design and develop the best rollout plan for your institution. 
  • Switching to a different SIS
    • Is your school moving from one Student Information System to another? (Ex. Skyward to PowerSchool? From PowerSchool to a custom SIS?) Our team needs to be aware of any SIS changes so that we can loop in our Technical Consultants. Making changes to your SIS do come at an additional fee and are subject to our Technical Consulting teams timeline. This will include remapping, form changes, etc. depending on your change. Additional questions? Reach out to your CSM. 
  • Enabling LTI Tools / Third Party Integrations
    • If you have any questions on how to add an LTI tool or third party application to Canvas, email your CSM team. You will most likely need a key and secret from the third party which can be obtained from the vendor’s website or possibly from the EduAppCenter. 
  • General Questions
    • Are you not sure if your specific concern should go to your CSM or support? Feel free to send us an email and we will point you in the right direction! 

 

Your Canvas Admin can connect with their CSM / CSM Team for any additional questions.

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