Need to know who is the customer success manager for our organization

[PerwashaMujeeb]

Hi,

I would like to get in touch with the Customer Success Manager for our organization.

I am currently facing an issue with uploading files to a course. As the IT support for our organization, I have investigated the problem and tried every possible way to resolve it, but the issue still persists.

When attempting to upload a file, I receive a 400 error, which appears to indicate that the course’s media upload quota is 100% full. I have deleted some existing files to free up space and tried uploading again, but the same error continues to appear.

Additionally, I’ve noticed some files that are still visible in the module but do not appear in the Files section. While I am able to remove them from the module, it is unusual that they are not visible in the file repository, as typically, all uploaded media files should be accessible there even if removed from a module.

I urgently need assistance from the Canvas team, as students are waiting for access to the course materials.

Your prompt support would be greatly appreciated.

Thanks

[NoahBoswell]

Greetings @PerwashaMujeeb ,

Welcome and thank you for posting on the Instructure Community!

I am going to forward this message along to help you get in contact with your school / organization's customer success manager. Your patience is appreciated!

Best,
Noah

[dbrace]

Hello @PerwashaMujeeb,

Over the last 7.5 years, my institution has had a few different CSMs.

My CSMs have typically told the institutions in their portfolio that technical support questions functionality not working as intended are first supposed to be brought to the attention of Canvas Support. Depending on how that interaction goes (including any escalations), it can then be brought to the attention of the CSM for additional investigation and follow-up. Textbook publishers also tend to work the same way with their account reps and technical support.

Have you already reached out to Canvas Support about this?

-Doug

[dbrace]

I do believe that it is important for you to know who your CSM is because you (because of your role) should be able to contact them but there is a general flow of who should be contacted first.

[PerwashaMujeeb]

Hi Dough,

Thank you so much for getting back to me.

I’ve submitted a ticket to Canvas Support, but I haven’t received a response yet. Based on my previous experience, I’ve submitted a few tickets in the past as well, but unfortunately never heard back. That’s why I believe it might be more effective to connect with our CSM, if possible. I understand that this issue falls under Canvas Support, but they can be difficult to get in touch with.

Thanks

Perwasha

[dbrace]

You are welcome, @PerwashaMujeeb, and I understand.

@KristinL, are you able to help?

-Doug

[KristinL · Accepted solution]

Hello @PerwashaMujeeb -

It looks like your support tickets are with your institution's Field Admin. Please check in with them and request that they escalate your ticket to Canvas Support. At that point, you should hear a reply quickly!

[PerwashaMujeeb]

Hi,

I am actually myself the IT Support of the instituition, I have already raised the ticket with Canvas Support but didn't heard anything yet.

[KristinL]

Hi @PerwashaMujeeb - I found your ticket! It was still assigned to you, so the ticket needed to be escalated to Canvas Support. I was able to do that on your behalf, but that's why you haven't heard back. Now that it's in their triage queue, you'll likely hear back within 24 hours.

[PerwashaMujeeb]

Hi KristinL,

Thank you so much for assisting me, I just recieve an email from Canvas Support.