Checking on Support Tickets and Canvas Knowledge Base

When anyone reaches out to Canvas Support, we get a copy of that chat and email. We get all chats via email, and we get email follow ups from the Tier 1 support folks.  Sometimes Canvas sends us a ticket to help take care of a local issue that only we know how to do.  Anyone who is a Canvas Admin (Brandon, Justin, and Kelsey) will be assigned these tickets in the Cnavs Admin Portal. It is up to the main Canvas Admin to view these tickets even if they go to the other Canvas Admin folks. We at Shoreline need to keep track of what kinds of questions people are asking Canvas, more specifically questions that Canvas help cannot answer, like enrollment questions, or financial aid.  That way we can update the Knowledge Base articles that the Canvas folks can use to direct faculty and students to our campus for help. 

• Log into the Canvas admin Portal here https://adminconsole.canvaslms.com (and it may be necessary to choose from the drop-down menu the Canvas account associated with shoreline: shoreline.instructure.com). 

• Log in using your campus email and your Canvas logging password. 

  • To look at open cases:

    • Click on Cases on the header to open the case list. Most of our cases are handled by Tier 1 Support but they will assign non-Canvas related tickets back to eLearning Support Services. Here is a Canvas guide, How do I view and manage cases in the Field Admin Console? Some of these tickets “escalate” and Canvas sends us a ticket to TDX.  I am not sure how that was set up or why, because we then would need to look at two ticketing systems.  

  • To update Knowledge Base articles:

    • The Canvas Admin can update how Canvas Tier 1 can help address students/faculty questions not related to Canvas as well. They live in the Canvas Customer KB.

• Plan to check in daily and look at tix “created in the last 7 days” two weeks before and after the start of the quarter, then maybe once a week after that.