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Support shouldn't be a hurdle; it should be a resource. To best serve you, our small but mighty team has streamlined help into tiers. Use this page to find the right channel for your current needs—be it a Canvas 'how-to' question, an ITS account issue, or a dedicated one-on-one consultation for your next big project.
Peak Season Notice: During the first and last two weeks of the semester, we experience a high volume of requests across all channels. Please anticipate longer response times.
🟢 Tier 1: Canvas Instructure Support
Canvas Support is available 24/7/365 to handle "how-to" or report bugs that don't require UNCA-specific policy knowledge.
How to Access:
Click the Help icon at the bottom of the Global Navigation bar (left of your Canvas screen).
Methods:
🟡 Tier 2: ITS Service Desk Support
The ITS Service Desk handles support for all campus systems. To ensure your ticket reaches our team immediately, please include Canvas or WordPress in your subject line. These keywords trigger an automatic routing rule that puts your ticket right into our priority queue.
How to Access:
View the UNCA ITS website for more information.
Methods:
Email: itservicedesk@unca.edu
Phone: 828-251-6445
WebForm: IT Service desk Self-Help Portal (Link)
🔵 Tier 3: CTL Consultations
This tier is for the "Mighty" work—complex projects that require the expertise of our Instructional Technologist and LMS Admin, Ryane Prawel. We are looking forward to expanding our support capacity in the near future to better serve the evolving needs of our campus.
Support includes but not limited to:
Custom Integrations: Consulting on third-party tool implementations and advanced Canvas sub-account organization.
Instructional Innovation: Brainstorming new ways to use technology to enhance student engagement and learning outcomes, incuding gradebook support.
Pre-Flight Course Checks: A final review of links, navigation, and the student experience before launch.
How to Contact:
Email: rprawel@unca.edu
Schedule Time: Calendly (Link)
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