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cohenf
Community Participant

Has Canvas trained and hired more chat support agents for the Covid 19 crisis? Canvas slow, not running

It is taking too long to get support agents. I leave the window open while I'm doing something else and turn it off after 15 minutes. There's not even an estimated wait time provided.

Edit, 3/30: And now Canvas, on a Monday morning, is running slow or not at all. It's been all fits and starts for me and my students. This can kill student motivation and obstruct faculty goals during this public health crisis. Instructure needs to ramp up capacity.

15 Replies

Hey Robin and Frank,

Yep, please encourage everyone you can to monitor the status page and try to be patient with load times, etc.  In the background our engineers and operations folks are piling on resources when it becomes apparent where they are needed in the network.

cohenf
Community Participant

 @rpowell4 ‌, I have the same concern, but, during Covid19, I've greatly relaxed my usual firmness against excuses. I'm generally accepting them. 

rpowell4
Community Participant

I am as well. With most of my assignments now, they get at least 2 days to complete it (and they are fairly short assignments). I actually assigned the homework on Friday, and it's not due until tomorrow.  I just know that many would wait until today to start it.  At some point, though, I have to draw the line at how much of an extension they get. 

cohenf
Community Participant

@scottdennis , this remains a problem, as I point out in this post: https://community.canvaslms.com/t5/Instructor/quot-No-Chat-Agents-Available-quot/m-p/405881#

This is a shame, as customer support (My go to is "Chat.") was impeccable. Obviously, the remote learning "pandemic" has had an impact but hasn't the rubber hit the road yet on this issue? I'm a huge Canvas fan but these wait times and "no one available" messages are inexcusable at this point, IMO.

 

@cohenf  First off, I'm not making excuses or saying the current situation is OK.  We want to get back to the standards of excellence we have been know for with respects to Support responsiveness in the past.  With respects to, "hasn't the rubber hit the road yet on this issue?" regarding the pandemic, we are still seeing a 5x increase in support volume year on year.  We are hiring additional techs as quickly as we can.  Support personnel are working mandatory overtime and weekends.  Volume hasn't abated.  Again, I'm not trying to excuse slow responses but wanted to explain the reality our Support team is operating in.

cohenf
Community Participant

I appreciate your response, @scottdennis. I have a long enough history with Canvas to believe you when you say Instructure is doing all it can in the customer support area. Thank you for your reply.