Canvas Support Issues

[JesseBackup]

Is it typical for Canvas support to be so bad?  I put in a ticket requesting help because our SIS integration kept wiping out Account Admin access. I complained to my customer success team who then said I needed to get into the support admin portal to escalate. Well, I don't have admin access on the account that I need to use to access the admin portal to escalate the ticket. Now every ticket is going to queue that nobody. is looking at and my SIS import is broken on the weekend before school starts.

If anyone knows a way to get any attention, I would be appreciative.

Thanks.

[james_whalley]

@JesseBackup I'm sorry this is happening to you. Have you sent a ticket to Canvas Support regarding this issue? Also, have you tried calling your Customer Success Manager?

[CameonMosley · Accepted solution]

Good Morning Jesse, 

It sounds like you do not have Field Admin permissions and will need to have your CSM submit the work order to grant you that role.  Once you are confirmed as a Field Admin, you would then be able to go into the Field Admin Console to access/escalate the Support Tickets.  Your CSM team can also escalate Support tickets on your behalf.