How to Submit Tickets/Cases to Instructure

Casey Shew Updated by Casey Shew

Before Submitting a Ticket

Submitting a ticket to Instructure about an issue or need regarding Canvas functionality should be a rare occurence. It's best to do the following before submitting, and only submit when you're sure alerting Instructure is required to address your need:

  • If a piece of functionality is down/not functioning, check https://status.instructure.com/ to see whether it's a known issue that's currently being investigated
  • If it's a new feature request that you plan to submit, Instructure doesn't tend to respond to these in the form of cases/tickets submitted to them through the admin console. Instead, check the Canvas Community and see if the idea has already been suggested. If so, upvote it. If not, you can suggest an idea there.
  • If you've done the above and still want to submit a ticket to Instructure, it's best to email casey.shew@cornell.edu, ted.blanchard@cornell.edu, and course-operations@cornell.edu first to see if the issue could be related to our customizations (which Canvas won't be able to help with) or if the issue is already known and a fix is in progress

How to Submit a Ticket to Instructure

Instructure recently released a new admin portal which is an improved version of the old ticketing system which was at https://cases.canvaslms.com. To submit a ticket in the new admin console, do the following:

  1. First go to https://lms.ecornell.com/ and check if you are logged in with your personal account. If you are logged in, log out now.
  1. Go to https://adminconsole.canvaslms.com
  2. It will ask you which Canvas account to use to log in here. Select lms.ecornell.com from the dropdown list and click Go.
  1. Log in with email address canvas-help@ecornell.com and the associated password.
  2. Once logged into the Admin Console, click "Create New Case".
  1. Write up and submit your ticket!
Tip: You'll get the fastest/best results if you include a URL where you are experiencing the issue, an annotated screenshot and/or a screenrecording of the issue (I recommend recordit.co or Loom), and the user details for the user experiencing the issue.
Tip: Always add your cornell.edu email to the "Add CC" field, along with anyone else you want to get email updates about the ticket, so that you don't have to remember to check the admin console for status updates.

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