[ARCHIVED] getting support

[leckstein1]

I called the Canvas faculty support telephone line.  For 20 minutes straight, the automated voice said my wait time was an estimated 58 minutes.  Finally, to my questions: Canvas, do you think this is reasonable?  Are you kidding me?  Do you value your clients?  I have a MAJOR issue with Canvas and need help fast.  Can you please staff your call lines better?  This is not even bad service...this is NO service.

[leckstein1]

ARE YOU KIDDING ME?!?!?!?!  Someone FINALLY answered and they were VERY HELPFUL but the connection ended on their end.  I waited an hour.  This is NOT right. The person who was helping me did not call me back.  

[Chris_Hofer]

Good morning, @leckstein1 ...

I can certainly understand long wait times when you want answers quick.  That's no fun for anyone, for sure.  While I do not work for Instructure (the company that makes Canvas), I have heard that wait times can be a bit longer these days...all due to COVID-19.  I have also heard that contacting their Help Desk staff might be even quicker if you have online chat support available to you.  Is this something that you have within the "Help" navigation menu on the left side of your Canvas environment?

Also, we here in the Community can try to help answer questions for you...as long as you give a detailed explanation of what the issue is.  We may be able to provide you with links to Guides or other things to try to find a solution.  So, the Help Desk staff isn't the only resource for you.

Hoping to hear back from you soon....thanks!  Take care, stay safe, and be well.