How To Submit a Canvas Ticket Request and Upload a Document

Submitting a Canvas Ticket Request

• Requests, issues, and questions related to Canvas from all users must be submitted via the service/issue request intake form linked here. The purpose of this central intake area is to provide Canvas support personnel redundancy, increase communication efficiency, and to assist Online Education with managing work volume surges preceding and following new semester course launches.
• Once a ticket is submitted by a user, they will receive an automated message to their university email account via the university ticketing system, TeamDynamix (TDX). This email will include ticket portal links to access the details of the ticket (e.g., full communication thread, status updates, related documents) and the user may access these links at any time to view the most up-to-date information. The email will be sent from Online Education Support. Click on the screenshot below to view an example of the email which will be received.

• Providing an Update or Loading Documents
  • There are two ways in which a user can provide an update/reply to the ticket or to load relevant documents for Online Education to reference.
    1. Email
    • A user may reply directly via their university email to the automated TDX email received. The email reply will simultaneously post an update to the ticket feed and notify Online Education and additional contacts listed on the ticket regarding the update. Users may also include attachments and those files will automatically post to the ticket for reference as well.
    2. Ticket Portal
    • When accessing the ticket portal links via the TDX email, users are routed directly to an area where updates can be posted, contacts can be notified, and files can be loaded for reference. 

How To Upload a Document To a Ticket

If you choose to upload documents to the ticket when you open it, you will do that under the attachment section of the ticket. That section is under the Description of Request/Issue box. 

To upload a document to a ticket after it's been opened you will drag and drop the document to the attachment box.  That is under the Requestor information section.

• Users will receive an acknowledgement of their ticket by Online Education and next steps by no later than the following business day.
• For emergencies (e.g., platform-wide outage, access to timely exams, etc.), the Online Education department will strive to reply back as soon as is possible.
• Users will be notified of updates to the ticket by automated email from Online Education Support.
• All communication must be via the ticketing system.  Users will not get a reply to a message sent through Teams or to an email sent directly to the Canvas Admin.