March 2026 Zoho Monthly Newsletter

March 2026 Zoho Monthly Newsletter

   Monthly Newsletter - March 2026
Welcome to the Zoho Newsletter
Zoho tips and useful tricks are provided for your information.
For areas of interest or topics related to Zoho, feel free to submit a ticket.

Canvas On-Site Support / Ed-Tech Services

In this month’s newsletter, we turn the spotlight on one of the Ed‑Tech Services Support Team—Canvas On‑Site Support.

Your Orbis Canvas On-Site Team is dedicated to ensuring that users can access all the
resources necessary to succeed while using Canvas LMS.
They work to provide access, assistance, and information to help navigate and utilize Canvas
effectively while committed to timely, reliable support for all Canvas‑related requests.

Team Members

Canvas On-Site
  1. Christopher Sweets (Canvas Certified Technical Admin)
  2. Sebastian Larios (Canvas Field Admin)
  3. Tim Bryant (Canvas Field Admin)

Canvas Service Cloud Additional Support


In addition to Canvas On‑Site Support, your Zoho On‑Site Support Team can help troubleshoot general Canvas functionality.
  1. Debra Slack
  2. Tabitha Ward
Customer Success Manager (CSM) primary point of contact for all Canvas‑related matters.
  1. Danielle Lentz (CSM)

Areas of Support


Account Access:
  1. Admin Rights Requests
  2. Named Login Account
  3. Passwords
  4. User Roles   
Canvas account access means having the authorized credentials (username/password) to log into an institution's specific Canvas portal or the app to view courses, submit assignments, check grades, communicate with instructors, etc. Access requires an active, valid affiliation with a school.

Canvas LMS:
  1. Course Archiving
  2. Course Shells
  3. Course Enrollment
Canvas LMS (Learning Management System) is a cloud-based learning management system to manage online learning, course management, course materials, assignments, grades, etc. 

Link for support request: Canvas On-Site Request for Support


Canvas Service Cloud / Field Admin Console

Canvas Service Cloud / Field Admin Console

The Field Admin Console is a specialized interface that enables field administrators to manage support cases, case escalations, customer knowledge bases (KBs), etc.
It serves as a central hub for tracking support tickets, viewing product updates, and viewing associated Orbis Canvas account(s)/instances and sub-accounts cases.


Canvas Field Admin

A Canvas Field Admin oversees and manages specific sections of an institution's Canvas LMS, such as departments or schools. In addition to handling user accounts, and configuring permissions for staff and students.
This is in addition to providing technical support and ensuring data accuracy.

Key Responsibilities and Roles:
      • Account & Course Management: Create, edit, and manage course shells, terms, and sub-accounts.
      • User Support & Permissions: Manage user enrollments, add/remove users, and assign roles (e.g., teachers, TAs).
      • System Configuration: Configure account-level features, manage SIS data imports, and run program level reports.
      • Technical Support: Assist faculty and students with Canvas functionality and troubleshooting.

The Canvas Field Admin is the liaison between Tier 1 and Tier 2 with higher permissions allowing direct access to Tier 2 support.
 *Ed Tech and ELS teams should always submit support requests through the Orbis Canvas On-Site Team to ensure issues are properly identified and routed for Tier 2 support.

 *The Orbis Canvas On‑Site Team will maintain consistent contact with Canvas through to resolution, allowing you, and your team more time to focus on other tasks.

Canvas Tier Support
  1. Tier 1 agents, are the initial point of contact for customers or end users who report issues or require assistance. They handle routine or straightforward issues for students and faculty (not admin level support). 
  2. Tier 2 agents, possess a higher level of expertise and handle more complex or technical issues (admin level support). They are responsible for investigating escalated issues performing in-depth troubleshooting, and providing advanced support solutions. If a Tier 2 agent is unable to resolve an issue, it may be further escalated to Tier 3 or other higher-level Canvas teams.
For example, a Tier 1 agent will escalate to the Orbis Field Admin the request to access user activity logs (requests/page views) that exceed 30 days. The Orbis Field Admin is then identified as the Ticket Owner in Canvas to work with Tier 2 for case resolution.  

Info
Key Points
  1.  *Ed Tech and ELS teams should always submit support requests through the Orbis Canvas On-Site Team.
  2. Canvas will escalate to Orbis, case tickets that require support from Tier 2.
  3. Canvas will direct support requests to Course Support based on information provided in the Tier 1 Knowledge Base.
    1. Each year, the Knowledge Base content is reviewed by the ESMs, and updated, where applicable, to ensure Canvas Tier 1 Support has valid and accurate directions related to technical support.
  4. Your Zoho On-Site Team reviews the Canvas Service Cloud continuously throughout the day:
    1. To review escalated case tickets, if applicable.
    2. Review incoming support requests for proper handling and redirect those that should be assigned to Course Support.
      1. In Zoho, the Canvas Case Number is identified as the Ticket's Subject.  
Your Orbis Canvas On-Site Team is here to help provide access, support, and guidance.
Our goal is to make accessing Canvas as smooth and positive as possible.



Next Month's Spotlight : Assessment Technology


If you need anything, contact the Zoho Onsite Support Team. 
OR
Consult the Orbis Ed-Tech Services Help Center.
We appreciate all you do!
We are here to support you and assist in supporting your Partners.




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