I never get a response from support@instructure.com

[MichaelWinger]

Hi, I've created several tickets by emailing support@instructure.com but I never get a response to the ticket. Is there a better way to get support for an issue?

[NoahBoswell · Accepted solution]

Hi @MichaelWinger ,

Thank you for asking on the Instructure Community!

I think the best way to go about getting support for a school-specific Canvas issue that you're experiencing is to follow the directions provided by your school's technology support department. https://www.sbunified.org/departments/ets 

I hope this helps you!
Noah

[MichaelWinger]

Hi Noah, I'm on the highest tier of support staff at the district. Is there a way to get support from Instructure when there's a technical issue I can't resolve? 

[chriscas]

Hi @MichaelWinger,

That would generally depend on what level of support (if any) your district chose to get with their Canvas license.  Unfortunately, as almost everyone in the community here are just other Canvas users providing peer support, we don't really know what your district chose.  There is likely a point-person for Canvas in your district, and if you know who that is, I'd suggest contacting them to ask about this to get the most accurate answer.

I hope this info helps, even though I know it's not an exact answer.

-Chris