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Dear Valued Partner,
We are excited to introduce our new Jira Online Ticketing System, which will officially go live on 11 October 2024. This new platform will enhance the way you engage with Canon’s support team for any issues that cannot be resolved by your local engineers.
Key Benefits of the Jira Online Ticketing System:
• Streamlined Ticket Logging: You can now log tickets directly with Canon specialists.
• Progress Tracking: Track the progress of your tickets in real-time, receiving updates as soon as new information is added until the issue is resolved.
• Centralized Support: Enjoy a formal escalation process, with all requests handled through a single platform for better transparency and efficiency.
Previously, we faced challenges with the absence of a formal escalation process and multiple communication methods, making it difficult to track progress. With Jira, these challenges are now addressed, giving you greater visibility and control over your requests.
How to Access the System: You will be able to access the Jira online ticketing system via the following link
Canon Partner Centre
Additionally, a “Contact Us” option will be available on the platform, which will direct your queries to our specialist team.
Training and Support: A comprehensive training video will also be made available by close of business on the 16th of October 2024.
Response Times: Our specialists aim to respond to all queries within 4-8 business hours.
We look forward to seeing you benefit from this enhanced platform, which has been designed with your convenience in mind. Should you have any questions, please don’t hesitate to reach out via the Jira platform once it’s live.
Thank you for your continued partnership.
Best Regards
Canon South Africa, Service and Support Team