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Global Priority Services Hub

Here you will find relevant information from your customer success team related to your adoption and utilization of Canvas! Come on in and engage with us!

Featured Content
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    Clarity for Canvas Observers

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    Instructure + EesySoft

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Our Webinar for August/September looked at the Product Focus areas for 2022!


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This webinar highlights to learn about the 5 ways to share content in Canvas, some great tips and tricks for both admins and faculty, and any gotchas you should look out for to save your team time!



  • As an admin, are you looking for ways for students in your Canvas courses to have a similar experience?
  • Do your department leadership want ways to have uniformity in their course content?
  • Do your instructors collaborate and share their content and looking for ways to do so easily?

This webinar highlights Blueprints and Course Templates that are admin strategies to share content. Instructors can utilize Commons, Export/Import, Course Copy, and Direct Share. 



Screen Shot 2021-08-20 at 11.57.56 AM.pngClick the image above to view the recording

Additional Resources

Webinar Handout

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With the second wave of COVID in APAC, we've decided to relist the webinars that we did at the start of the original pandemic. These resources focus on Student journeys, maximizing Canvas when moving to remote learning and so much more. 


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In Session 3, with the team from the University of Technology Sydney, we will explore considerations around what makes a good assessment and the lessons learned from our experiences with transitioning learning online.


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The events of the last two years have shocked and reshaped the world as we knew it. The basic fundamentals of our lives disappeared in a blink of an eye. But we as the world adapted. Why?


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Join us for the 2nd part of our series of webinars with the team from the University of the Philippines on Designing Technology-Enhanced Instruction in the Next to Normal 


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After a year of online learning, what have we learnt about student engagement and Instructional design? In this webinar, with the team from the University of the Asia and the Pacific (UA&P), on the lessons learnt after a year of online learning. What are the top needs of you, the teachers!


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Blueprints are a powerful tool that can be used for pushing content from one course into one or more other courses. They give you the option of locking individual pieces of content in the blueprint course to restrict editing capability for that content in other courses. They are great for distributing template content and/or locked down content to lots of courses at once. They are also a great tool for teacher/instructor collaboration and content development.


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Many instructors use Canvas as a file repository because designing a course can feel daunting. During our webinar, we will show 5 easy things that can help instructors go from file repository to fabulous without a lot of effort. We discuss how to tackle course pages, Community resources that are hidden gems, Canvas Commons, and more!


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At Canvas we are always trying to improve the learning and teaching experience for all your users. In addition to the world’s best LMS, we have additional services and products available to take your already awesome content to the next level.

If you are interested in learning more about any of these services and products, or others not listed here, contact your CSM team and they can provide you with any further information, pricing, and next steps!

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This webinar has two main focuses:

  1. best practices for engaging with Canvas Support, and
  2. an overview of the variety of training resources offered by our Learning Services team.

We hope to provide you with several strategies you can implement to facilitate responsiveness with Canvas Support and drive user engagement.


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Content. It’s as unique as you and ultimately empowers learners to become the best they can be. You invest time in its design, it’s resourcefulness and engagement through tools for unparalleled user experience.

The most frequent questions we've fielded are:

  • What happens when we want to collaborate/share resources with others?
  • How do we give courses a standardised look and feel for rollout phase?
  • How do we Roll-over Canvas content for new teaching semesters or school year?

Let us show you how you can give yourself back the time you put in - plus much, much more.

In this month's webinar, @constance_khoo and @IanStory  (APAC Learning Consultants) will:

  • Deep dive into the Canvas content management tools available for admins and teachers
  • Provide context to these tools and typical scenarios for their use
  • We’ll then get into Canvas and show you these tools in action.

This is a must for anyone who is investigating a robust content management strategy across their school, university or institution.

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The end of semester exam is almost a rite of passage at many universities. However, COVID meant it was not tenable to have hundreds of students crammed into exam halls. 

In this webinar, we reflected on the first half of this year, with a specific focus on the end of semester assessments. 

Themes included

  1. How to design and build online assessments that are equivalent, or better than existing approaches?
  2. What support do students and staff need to make the transition?
  3. What processes/tools make it all happen?


Padlet - This was used for surfacing questions, capturing suggestions/comments, interaction, resources

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This webinar explored how you can use Canvas to drive your hybrid classroom. Our in-house guru, Su Temlett, along with the CS team covered 10 tips for success for when you have students learning from multiple locations including the classroom, at home, or on the go. 

We discussed:

  • How to use canvas features to guide students through their learning journey
  • Planning synchronous time with your students
  • Identifying sound content design and its impact
  • Encourage collaboration
  • plus much more

We approached this topic from a predominantly K-12 aspect, but the ideas and over-arching concepts can be easily replicated in any sector. 







Drive Everything through Canvas

No longer use Canvas as an additional feature or add on. Use us for every lesson - all students can use Canvas to capture the crux of their lesson. This is great for students who are at home sick, long term sickness or for if you need casual cover for your lessons. 

Put your T&L program online 


Use sign posts

Use Module Requirements, Prerequisites and strict naming conventions to guide students through their learning. 

Module Requirements

Naming Conventions



Check the Petrol

Use frequent low stakes formative assessments like Hinge Questions to help you know who has got it and who needs a bit more help - data driven teaching both at home and at school.

Practice Quizzes & hinge questions


Stop for Coffee

Plan synchronous time with groups of kids - you can group them from the formative assessment data if you like - use video conferencing tools for synchronous times if you have students at home, or form workshop groups in class or just teach the whole class F2F. 



Scheduling on Calendar (and make them recurring)


Avoid Fatigue

Don’t use assignments unless you are going to mark the content. Use Pages for one way content and Assignments sparsely for when you want to mark students work. Use Quizzes to check knowledge and comprehension. Build in answers to the quizzes to help reinforce or reteach wrong answers.




To-do list (even add pages

Module Requirements  


Get your passengers talking

Use discussions to aid student engagement. Make some discussions compulsory to ensure students are communicating with each other. Use general discussion participation marking rubric /12 to start expectations around discussions with each other 

What I say

How I say it

How I talk to others 

Post Once, Reply Twice 

Post before seeing replies 

Use Marking Rubric 

Record video or audio into discussion posts


Pimp Your Ride

Use rich content to speak to students. Content providers, videos from Youtube, Click View etc. Anything that can support your teaching. Just as kids use media for long car trips, use media for engagement and teaching in this. Ask students to find media that can teach each other. Use Studio to build your own teaching videos easily.  



Embed video into a page

Record video or audio into pages 


Group Your Passengers

Create groups of students. 

Encourages collaboration, reduces individual marking time, ensures that all students have a space to work as a group. 

Automatically create Groups

Group discussions


Assess the Journey 

Use Classic or New Quizzes for Summative Assessments. In particular, look at the Stimulus Question feature in New Quizzes to create exam style assessments when students are responding to stimulus material. 

New Quizzes 

Stimulus Questions 


Enjoy the Ride

Don’t be too focused on the driving that you forget to enjoy your teaching. Teachers love relationships with students and this is what students thrive off too. Work out ways that will speak to your class to continue building on relationships.

Informal discussions


welcome messages

Students recording messages 


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We know the end of an academic year and start of a new one is a bit of a beast to work through for rolling over data and content from one year to the next in all of the systems at your institution. In this webinar, we explore some of the Canvas tools and features that will help you prepare your courses for the 2021 academic year.

Our Team Leader of Solutions Consulting, Zoe Bogner, will take you through some of the new tools launched this year to help manage and migrate content, as well as revisit some tried and tested content management favourites. We also revisit other classics such as concluding courses, using terms, blueprints and more!

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We hope you had a wonderful break over the recent holiday period and are looking forward to doing great things in 2021 - we certainly are!

To kick off the year, we thought it would be a great idea to canvas members of our team (pun intended!) for some of their top tips to help teachers, administrators and students get the most out of Canvas.

This webinar will have lots of great ideas for every Canvas user!

Additional Documentation:

As part of this webinar, we'd like to include the following:

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How do you train your users? Where can you see upcoming Canvas updates? How do you add LTIs? Whether you're a Canvas seasoned veteran or brand new to Instructure, we’ve put together this FAQ experience, with help from CSMs from all over the world, to provide you with resources to our most commonly asked questions we see on a daily basis.


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The Canvas Community is the quickest and best way to find answers to Canvas questions.

Canvas Support is a great resource to reach out to if you are having an issue with Canvas or have any “how to” questions. In any case, check the Community first - this is usually the quickest way to find an answer without having to reach out to Support (Googling “Canvas” + “thing you’re trying to accomplish” works well, too).

Your Customer Success Manager (CSM) is great to talk to about strategic conversations - “why” and “what” questions (and to chat about new or upcoming Canvas features if it’s not clear how they might be used at your institution).

We have a handy table at the end of this article outlining when to use the Community or when to reach out to Support or your CSM.


This article is aimed at Canvas Administrators - the people who are supporting the day to day running of Canvas at your institution.


Often we find Canvas Admins wondering who they should be reaching out to when they have a question or issue with Canvas. By default, many clients will reach out to their CSM when they could probably be finding the answer even faster by searching the Canvas Community site or contacting our Support team. Sometimes clients contact the Support team when they should be reaching out to their CSM, but not as often. We want to make sure that you are heading in the right direction from the outset so that you can be in touch with the right people as soon as possible.


The Canvas Community is the ultimate destination for finding answers to your questions in relation to Canvas, Studio or other Instructure products. It’s the first place we go to as employees when we don’t know the answer to something and we usually find our answer in 30 seconds or less. This should be the number one place you go with any questions. It has our Guides (which are kept up to date with every release!), videos, blogs, articles, Q&A and lots of great groups and other resources available, literally at your fingertips.

The Canvas Support team is there to assist with issues you may be having with Canvas. Examples might include some sort of bug that is affecting something that you’re doing in Canvas or when some sort of error might pop up. Definitely get in touch with the Support team for these types of issues so that they can dive in and even get our engineers involved, if required. It should be noted that the L1 Support team actually solve 95% of cases that head their way. 95%!!! They are great at assisting our clients in getting things resolved quickly. Only 3% ever need to get escalated to L2/L3 and 2% to product/engineering.

You may not realise that they can also help you with “how to” queries as well. When we say “how to”, we don’t mean “how to create an entire course in Canvas” or “how to provision all our users from X Student Information System”. That would be a more strategic conversation with your CSM. If it’s something like, “how do I add an Admin to an account” or “how do I run a report to get a listing of all the courses in an account”, they could certainly help.

Keep in mind that you are likely to find the answers to those sorts of questions far quicker by searching in the Community than by getting in touch with Support. If you’re having trouble finding the answers in the Community, then that’s probably the right time to reach out to Support. It usually works pretty well, though. Check out these Community searches we did in the Community for those queries above:

Add an admin to an account

Report with all the courses in an account

If you are on Standard or 24x7 Support, you will need to make sure that the Service Cloud field admin assigned to your instance escalates the ticket to our Support team if you are wanting the Support team to know that you need their help. Otherwise, the ticket will sit there in the field admin’s queue, waiting for the Field Admin to do something with it. If you have Tier 1 Support, our Support team will triage all the tickets that come through from your instance.

So, what sort of things do you reach out to your CSM about? The strategic conversations about your rollout and adoption of Canvas are a good starting point. We’re very keen to help your rollout of Canvas be successful (the S in CSM). We also can point you to some handy resources to help with this. If you have any questions about other Instructure products outside of what you already have, we can also loop in the right people to have those discussions, if required.

CSMs can also help with things to do with the setup of your instance. Most of this is taken care of during the technical implementation phase of your Canvas journey, but sometimes new things become available that require us to switch them on for you (e.g. when New Quizzes first came out). There are also tools that aren’t added by default to Canvas that you might like to try out at some point. Examples of these are Instructure-built LTI tools such as the Microsoft 365 LTI tool, Chat, SCORM, etc. There are also a couple of third party tools that require some configuration on the “back-end” of your Canvas instance, like the Respondus Lockdown Browser plugin. We can help with this.

Remember that most third party LTI tools are easily configurable by you in the App Centre in your Canvas account or course settings. The most common configuration methods for tools that aren’t in the App Centre are via URL and LTI 2 Registration URL (e.g. Turnitin Canvas Plagiarism Framework). Just reach out to the vendor and they will give you the required URL, key and secret to set up their tool.

You may also be deciding whether to switch the way you are doing things in Canvas and want to chat about that. This could be changing from using Sections within single courses to using Blueprints, changing account structures or authentication methods for Canvas. You might be looking at adding parents as Observers in your Canvas instance. There are a few moving parts with that conversation that we’d like to chat to you about. Basically, if it’s something that needs contextual understanding of your institution, reach out to your CSM.

Lastly, Canvas is always changing. We have updates every month, with each Canvas release bringing new features and functionality. We’d love to chat to you if it’s not obvious how those new features might be best utilised for your context.


Unless an Admin has changed your Help menu structure, you should find a link to the Canvas Guides directly in the Help menu of Canvas (it’s right up the top). Otherwise, you can go directly to the Community at this address:

As mentioned earlier, typing in “Canvas + what you are searching for” into Google can also be a quick and easy way to find what you’re looking for.

What is the best way to get in touch with Support? By clicking on “Report a Problem” inside of the Help menu of your Canvas instance.



This is the best way to initiate contact with the support team if you are having issues. All the metadata from the page you are on in Canvas is captured in the support case when you do this, which helps the support team diagnose what is going on and how to help you out. You’ll get an email with a case number when you do this. You can then quote that case number if you call up or jump on the Support Chat system.

Remember, if you are on Standard or 24x7 support, you will need to escalate the ticket to the Support team if you need their assistance. Otherwise it will just sit in the system waiting for you to escalate it! If you’re a little rusty on how to use Service Cloud as a Field Admin, we have a handy guide on the Community for that. If you have Tier 1 Support, the Level 1 Support people will triage your ticket. In any case, you can follow up with them immediately after you’ve created a new case if you need to as you’ll receive an email with a case number when you “Report a Problem”.

We should mention that you can also get in touch with the Support team by emailing, but this is the least preferred method. Those emails go into a giant queue that can take some time to be responded to. It also means that all the metadata from the page you are on in Canvas is not sent through, which is why “Report a Problem” is the best method. If you do happen to lodge a ticket that way, it’s best to follow it up with a phone call or chat with the Support team in Service Cloud.



Support flowchart

When getting in touch with Support, if possible, include screenshots, URL’s, specific error messages, how it did work and how it’s changed, and magnitude of the issue.

Getting in touch with your CSM is fairly straightforward - you can get in touch with your CSM via email.

Additional Information

How do I use the new Field Admin Console?

How do I escalate a case to Canvas Support in the new Field Admin Console?

Canvas Guides

How do I get help with Canvas as an admin?

Quick reference - Community, Support or CSM



Canvas Support

Customer Success Manager

Questions & Topics

  • General Canvas questions
  • “How to” guides
  • Video guides
  • Release notes
  • Canvas groups
  • Feature ideas
  • Canvas Authentication Issues (signing in) 
  • Canvas not functioning as it normally does
  • Content Problems (submitting, saving, etc) 
  • SIS issues (incorrect course/enrollment data, etc)
  • Troubleshooting LTI tools and Third Party Integrations from the EduAppCenter
  • Canvas “how to” questions
  • Implementation, Adoption and Rollout/Expansion of Usage
  • Instructure products & Services (Studio, Catalog, Portfolium, Learning Services, Admin Consulting) 
  • Canvas Resources
  • Changing SIS providers/authentication
  • Enabling Instructure LTI tools/some third party integrations
  • General Questions

How to Contact

Based upon Support Level: 

  • Standard Support
    • Report a Problem in Canvas Help Menu
    • Field Admin Phone number - request from your CSM
  • 24/7 Support: 
    • Report a Problem in Canvas Help Menu
    • Field Admin has access to Phone number and Chat with support
  • Tier 1 Support: 
    • Report a Problem in Canvas Help Menu
    • Users have phone number and chat located in help menu as well.
  • Send an email to your designated CSM.


Use the search function on the Community site to find what you’re looking for.

If possible, include screenshots, URL’s, specific error messages, how it did work and how it’s changed and how it’s changed, and magnitude of the issue.  

Try to articulate what you would like to touch base on with as much detail and info as you can.


24x7 🙂

Standard: 6 am - 6 pm (your timezone) 

24/7 and Tier 1 Support: All day, every day

During business hours (dependent on where the CSM is located to reflect their timezone)


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This webinar introduces the partnership between Canvas and Google and the new Google Assignments feature in Canvas. Brian Hendricks, Product Manager for Google Assignments at Google, discusses the benefits of using Google Assignments as well as some of the features of that product.


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Meet the Team