Introduction: This guide provides step-by-step instructions for Canvas Admins at our institution on how to escalate a support ticket to Tier 2. This process is crucial when issues cannot be resolved by our Canvas Admins or from Tier 1 support and require more specialized attention.
Step 1: Log into the Canvas Admin Site
Step 2: Create a Support Ticket
- Once logged in, click on the "Create Support Ticket" tab.
- From the dropdown menu, select our school's instance (
shoreline.instructure.com).
- Click "Next".
Step 3: Fill Out the Ticket Details
- Enter a succinct yet descriptive title in the "Subject" line.
- In the "Description" box, clearly describe the issue. Be specific about the problem and how it impacts users.
- Attach any relevant files that may help in resolving the issue by clicking the "Add File" button.
- Click "Next" to submit the initial ticket.
- This just creates the ticket and it is assigned to Tier 1 support. Now you need to move it to Tier 2 support.
Step 4: Access the Cases Tab
- Click on the "Cases" tab to view all active cases within our instance.
- Locate the ticket you just created. You can find this by the ticket number or the subject line you entered.
Step 5: Escalate the Ticket
- Click on the ticket number to open the detailed view of your case.
- Look for the "Escalate" tab within the ticket details and click it.
- A confirmation will pop up; click "Escalate" again where it prompts "Escalate to Canvas Support".
- A dropdown menu will appear; select "Escalate To L2 Queue" to officially escalate the ticket to Tier 2 support.
- Then there are a couple of drop-down menus along with boxes to fill out. You will need to fill out all these to the best of our knowledge. The more information you have, the better. It is good to add what you have done and to tell them what you are not looking for. Sometimes Canvas help like to tell you to do simple things first that you might have already done.
- Click "Next" to submit the initial ticket.
- Then the ticket will be sent to Tier 2 support.