A solution is being tested in a beta environment.
Description
Tier 1 Email Support Routing from the Impact Support Center is not currently working.
Expected Behavior
Routing to the Tier 1 email address from the Impact Support Center should be routed and received correctly.
Workaround
No workaround exists at this time.
Steps to Reproduce
1. (For Tier 1 Support subscribers only): Enable and set up email support routing in the Impact Dashboard to go to support@instructure.com.
2. Log into Canvas and open the Support Center.
3. Scroll to the bottom and select Email.
4. Submit a test email.
5. You should receive an auto-email about a Support ticket created.
6. (Email will not be received by Tier 1 Support.)
Additional Info
IMP-3459
Known issues indicate notable behaviors that have been escalated to the Canvas engineering team. Known issues are not a guarantee for an immediate resolution. This document is for informational purposes only and does not replace the Support process. If you are encountering the behavior outlined in this document, please ensure you have submitted a Support case (per your institution's escalation process) so Canvas Support can adequately gauge the overall customer impact and prioritize appropriately.
