Uh, Help? — Submitting a Help Ticket in Canvas

As amazing and awesome as Canvas is, sometimes things break. It’s kind of like that really fancy car you drive that is fabulous and does all those tricky parallel parking on its own, but then it needs new tires. Or an oil change. As spectacular as that car is, things wear down or break. Canvas is that fancy car. It takes you places, but sometimes it needs a little help.

The Help Ticket system on Canvas is fabulous — your questions go to your local eLearning folks for quick support (and we love that!). Buuuuut… we’ve encountered some really interesting tickets. Tickets that are entirely too vague for us to even begin helping (my favorite are the one-word tickets: “quiz”, “powerpoint”, “assignment”). Ah yes, we say… we know exactly what you mean… except we don’t. We wish we were psychic, but we aren’t.

Usually this happens when someone stumbles upon a broken link in Canvas. Something like this “Page Not Found” notification appears:

canvas help ticket blog 001

And the user clicks on the link to tell Canvas what happened. That brings up a screen that asks for you to “tell us what you were looking for” — like this:

canvas help ticket blog 002

And this is where folks type in what they were looking for: “powerpoint” or “assignment”. We get it. Canvas is kind of vague on their question. What we need is for y’all to take that extra step to help us help you. Include every piece of data you can think of when you submit your response. Some goods things to include in your message might include:

  • The file name of what you’re searching for
  • The course you’re working in
  • What internet browser you’re using
  • Did you try restarting your browser?
  • Did you try restarting your computer?
  • Any other information about what you were trying to do — all the details help us!

So, next time you’re confronted with this prompt, remember: add as many details to the message as possible. This will ensure a quicker and more focused responses from your folks over in eLearning!

Kirk Library
360.736.9391 ext 672


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