If you have a problem, question, or suggestion for Mastery Connect, you can create a Mastery Connect support ticket.
You can also get help with Mastery Connect through other resources.
If you are a Canvas Field Admin, you must log in to the Canvas Field Admin console to submit your Mastery Connect support ticket.
Open Support Request
In the Global Navigation menu, click the Help icon [1]. Then, click the Submit a support request link [2].
Create Support Ticket
In the customer portal, click the Create Support Ticket button [1].
Alternatively, you can click the Create Support Ticket link [2].
Select Ticket Type
The Product field is automatically populated with Mastery Connect [1].
Click the Ticket Type drop-down menu to select the category that best describes your request [2].
- To report a problem, select the Problem option [3].
- To request a feature for Mastery Connect, select the Feature Request option [4].
- To ask a question, select the Question option [5].
Enter the subject of your problem, question, or feature request in the Subject field [6].
Next, provide a short description of your request in the Description field [7]. This is where you can include a list of any affected users, item types, assessments, and trackers involved in your request.
Click the Should Other People be CC'd on this Case? drop-down menu [8]. Click to select either the Yes or No option [9]. If you select Yes, you will be able to enter email addresses on the next page of the interface.
To add a file attachment to your support ticket, click the Upload Files button or drag and drop your files directly into the interface [10].
Once you are done filling out the fields, click the Next button [11].
Note: Fields or menus that display an asterisk (*) must be filled out before you click the Next button.
Copy Additional People
If you selected to CC (carbon copy) other people via email on your case while creating your support ticket, you are directed to a page where you can add multiple email addresses.
To send an emailed copy of your support ticket to an additional person and keep them updated via email about progress on your support request, enter their email address in the Email field [1].
To add more than one email address to be copied on your ticket, click the Add Another button [2].
When you are finished adding email address to be copied on your ticket, click the Done Adding button [3].
Notes:
- You can copy up to ten people via email to receive updates about your ticket.
- A user who has been copied via email on a ticket can reply to their CC email to communicate with the support agents helping with the ticket.
- The copied users' email responses are recorded in the ticket.
- Users who have been copied via email on a ticket do not see the ticket in their own customer portal. They only see tickets they created themselves in their customer portal.
Confirm Ticket Submission
A confirmation message displays and includes your ticket's case number [1]. You can copy and save this number for your records if you want.
To view your ticket, click the Next button [2].
View Confirmation Email Message
After submitting your ticket, you will receive a confirmation email from the Mastery Connect support team.
To communicate with the support team about your case, reply to the confirmation message directly from your email.
Note: Your email messages to the support team are recorded in your support ticket's history.
