Talk to AI (and Humans Too!) – Your Canvas HelpDesk Just Leveled Up!
🎉 HelpDesk Upgrade Starts Today!
Big news! As of July 22, our 24/7 Canvas HelpDesk has officially been upgraded to Amazon Connect.This upgrade supports the College’s broader commitment to embracing innovative technology. By using AI-powered tools like Amazon Connect, we’re streamlining support services and gaining valuable insights — helping us better serve our students and stay ahead in a digital-first world.
The NC Community College System Office provides this around-the-clock HelpDesk to support Canvas and other learning platforms — for students, faculty, and staff across all NC community colleges.
🧑🎓 Who uses the HelpDesk?
Turns out, over 86% of all help tickets come from students — and the #1 request? Help logging in to Canvas.
Even better? The HelpDesk currently resolves about 79% of all tickets on the spot. The remaining 21% — often more complex or campus-specific — are automatically routed to our department for follow-up. That means faster help for most, and more targeted support when it’s needed most.
💡 Why the Upgrade?
This upgrade is all about giving you:
✅ Faster support
✅ More consistent answers
✅ Multilingual assistance for inclusive and equitable help
🔄 What’s Changed?
There are two major updates:
Support Options
You can now reach out via Live Chat or Phone.
(Email/Web support has been removed, but don't worry — almost everyone already uses chat or phone!)AI-Powered Support
You’ll now talk to smart AI bots when you use chat or phone.
Need more help? You can always request to speak with a real person.
📞 How to Get Help
During business hours:
📧 Email: canvashelp@durhamtech.edu
📱 Call: (919) 536-7213
After hours, weekends, or holidays:
💬 Use the ChatBot in Canvas (bottom right side of the screen)
📱 Call: (919) 338-1219
We’ll still receive all help tickets and follow up the next business day.
*This blog was written by AI-powered tools.