AnsweredAssumed Answered

Tier 1 Support Emails - Description Block - What is it for?

Question asked by Stuart Ryan Champion on Nov 15, 2016
Latest reply on Dec 12, 2016 by Stefanie Sanders

I know this might seem like a rather crazy question to ask, but I am curious.


What is the purpose of the 'Description' block in the emails that come out when a new case is created with Tier-1?


Our experiences thus far have been limited to live-chat and our users receive the following email:



Hi <NAME>,


Thanks for contacting Canvas Support. You've created a case with the subject line: <SUBJECT_LINE>


We've assigned it the case number <CASE_NUMBER>


We will review your case and get back to you as soon as possible. You’ll receive another email message when we post an update.


For your records, you described your issue or question like this:




No Description




To add information to this case, please reply to this email message. You can send attachments, too, if you’d like.




Canvas Support


Every single time there is 'No Description'. So I am wondering, has anyone ever noticed this field being used? I am toying with the idea of putting in a feature request to ask that it be omitted from the email unless the field is actually used as it seems (from my perspective) redundant.


However, wanted to find out if anyone had ever seen it used before and if so, in what context?