How can I get into contact with our CSM?

[EricMCHS]

I've contacted the support hotline over 10 times the last 24 hours and each support member states they'll have my CSM contact me. It's been quite some time now. How come out CSM's contact is not located inside our Canvas hub?

All I need is an Opportunity ID so that I can import the Canvas plugin into PowerSchool. 

[NoahBoswell]

Hi @EricMCHS ,

I can forward this and help you get in contact with your CSM. However, the reason the CSM's contact isn't directly inside of your Canvas environment I think is for confidentiality reasons, ensuring only authorized people who are supposed to message them, can. But, I could be wrong about that, so please don't take my word for it.

Your patience is appreciated!

[EricMCHS]

As an Admin, shouldn't it be in the Admin section, where only Admin's can access and see. I don't see how there would be a confidentiality issue here. 

Thank you - Can you see my district?  To whom are you forwarding this to? 

[NoahBoswell]

Hi @EricMCHS ,

Again, I'm not exactly sure why it's not in the admin side of Canvas either, however that was my best guess. I apologize.

Your message has been forwarded to the folks at Instructure who are able to get you in contact with your CSM. I myself am unable to do so, I'm sorry. 

Your patience is appreciated! Hopefully someone will reach out to you soon.

[EricMCHS]

How long will this take? I've been on a call with "support" for 52 minutes and 30 minutes of this I've been on hold.

 

[KristinL · Accepted solution]

Hi @EricMCHS - 

Thank you for taking the time to post here—and I completely understand how frustrating it must be to spend time trying to connect without a clear path forward.

I've personally reached out to the manager of the CSM team that oversees your account to help move things along. You should hear from someone soon, but if for some reason you don't, please email us at community@instructure.com and I'll do my best to follow up.

Thank you again for your patience!