Canvas Support Emails - self-contained responses

[christopher_phi]

I love working with Canvas support and appreciate how quick they are to respond, but have one piece of feedback that I am hoping to validate with others users before I put in a feature request, it may just be a personal preference on my side. 

Basically, the issue is that every time I get an email response from Canvas it is self-contained and doesn't include my prior email or any prior emails from them. I find myself often needing to go back to previous emails that I sent on that thread or things they had sent to me. Often, it would be helpful to be able to see the discussion in context which is the way that most companies I work with do it. 

Has anyone else noticed the same thing? Thoughts or feedback? 

[Chris_Hofer]

I agree, @christopher_phi.  Often, when I get follow-up e-mails from Canvas Support, there is hardly any detail except for the case number.  So, I have to go back to my previous e-mails I've kept to search for that case number and recall what the content of the conversation was about.  I wish that context would always be included, but maybe that's just how their ticketing software functions?

[KristinL · Accepted solution]

Hi @christopher_phi and @Chris_Hofer -

Thank you for sharing your ideas regarding the support summary emails! I passed along this thread to our Support supervisors, and they're going to take a look at what they can do to within Salesforce. I can't confirm that changes are coming, but I can confidently say that the discussion is being explored! 🐼

[bryanbroussard1]

This isn't really solved. I am experiencing this in 2025 still.

[PeggyHammond]

I also agree, that the follow-up emails only have the case number which requires you to get the details from previous emails. 

[DeborahToscano]

Yes! I agree! Not having the previous discussion in the email make communicating with students more difficult than it should be. Due to the amount of emails I get and the number of students I teach, I rarely recall previous discussions with students and sorting through all my emails to find our prior conversation is time consuming.  I hope we get a fix soon!