We are a K-12 school and were told today that any Canvas support tickets opened by students are immediately assigned back to us (the School admins) because our students are minors. We would like to remove the "Report a Problem" option from the student Help menu so their only choice is to open a support ticket in our school help system. As far as I can tell, I don't see a way to do this. Has anyone already tackled this issue?
We removed it through custom java script as well. A bunch of students still seem to get through to Canvas support somehow, and usually on their mobile devices. Anyone can send an email to support@instructure.com and that will end up in your queue. So removing the options stops a lot of email, but not all of it.
We allow our students to submit a ticket through Report a Problem as our students are not allowed to create a helpdesk ticket in our K-12 District helpdesk. Our helpdesk field admins handle most of theses but a few are escalated to Canvas. It's super helpful to have the page view from where they created the ticket. But yes, you can re-routed all tickets to your internal system.
