Customer Support? Do they exist?

[CollinsN]

It has been 3 days, and I have not had even a peep from the support case we have opened. We are at the start of the school year and not a single class is showing up in Canvas. The main phone line just tells you to use the ticket system. Did they just lay off all the employees, and see how many customers still function and stick around?

[Chris_Hofer]

@CollinsN ...

I am sure that Canvas Support has your ticket, and they will respond as soon as they can.  As you probably know, this is the start of the new school year for many K-12 and higher education schools.  I'm sure that the Canvas Help Desk folks are getting flooded with calls during this time...which, I assume, is expected.  I know it can be hard to wait (I'm not a fan of waiting, either), but hopefully your ticket will be addressed by their Help Desk staff soon.

You said that not a single class was showing up in Canvas.  Are you an administrator, an instructor, or a student?  If you are an instructor or a student, you would need to talk with Klamath Falls City Schools' local Canvas administrator or someone from their Online Learning / eLearning / Distance Education department.  They would be able to help you with any enrollment issues you might be experiencing.

You should also try going to your "Courses" >> "All Courses" menu within Canvas.  Do you see your courses listed there?  If so, they would need to be "published" by the instructor in order for students to see the content.

• How do I view all my Canvas courses as a student?
• How do I view all my Canvas courses as an instructor?

I hope some of this will be helpful to you.  Sing out if you have any other questions about this...thanks!

[KristinL · Accepted solution]

Hi @CollinsN -

I was able to search in our support queue for your tickets, and I see them! However, they are not entering our official queues, and KFCS is listed as the case owner. Once you escalate to Canvas, one of our L1 agents will respond shortly. I've been watching the queues clear out at a fairly decent pace over the last few days, even with the higher-than-normal case counts.

[CollinsN]

I work in the IT department, and am trying to fill in while the person in charge of Canvas is unavailable. If there is a way from my end to escalate this ticket to Canvas, I do not see any ability to do so, or even see my already submitted tickets.

[CollinsN]

We are getting a SAML error when trying to login got the field admin console.

[CollinsN]

We were able to scour our email system to find an account possibly tied to support, reset its password, then do a password recovery from the canvas portal to get into the Field Admin Console and escalate the case. Very straight forward system...