Helpdesk Summary Report

DrConstanceA

My institution purchased 24/7 Canvas Helpdesk Support. I want to create a report that summarizes support ticket topics, volume by time (i.e., busiest months for tickets, etc.), and resolution rates. If your institution has requested a similar report, please let me know.

Chris_Hofer

Hello @DrConstanceA …

With the 24/7 Support that you are getting, you should also have a website portal to see the tickets that are coming in through the 24/7 support number that has been assigned to your school. (At my previous job as a Canvas admin, we had 24/7 tech support from Instructure, too, so I know you should have access to this.) In this portal website, you should have several different reports that you can run. And, if there isn't a report there that you are looking for, you might be able to create one on your own or maybe check with your Customer Success Manager to see if one could be created for you.

I'm not sure if you've already discovered this site or not, but this would also be something to check with your CSM.

I hope this will be of help in some way.