After each purchase our Ticketing system sends an email to the buyer. This email contains configuration details and web documentation links for the bought equipment. It notifies the Contact (buyer) that a new ticket is added to his company Account.
If a reply is sent to that email, an answer is added to the ticket and an automated procedure to create a customer support account will start.
If by any chance the customer forgot his password, Forgot Password Reset option can be found in the right side of the Support portal.
Support portal can be accessed also via Zoho Desk mobile application on iOS or Android devices.
In the Ticketing system each Customer (user) belongs to a Company. Users from the same Company can see all tickets of that Company.
We recommend you create an email address yatesupport@your-
Email address yate-support@your-company-domain
We’ll add this address as an End-user in the Ticketing system. You can add tickets by sending emails to support@ss7ware.com from this email address. Each user can have an email signature. When sending email from yatesupport@your-company-
Want to file a bug? Or maybe your Yate equipment needs a custom configuration.
Log in to our support portal or simply email your request to support@ss7ware.com.
Whatever you choose, our team will make sure your request is prioritized the way it should.
We are adding examples and scenarios encountered daily in telecom and how-to guides to answer your questions.
Our videos are designed to make you understand RAN Network and CORE Network equipment communication.
Each month we explain new topics on our online webinars held on YouTube.
Before opening a ticket tips
-
» We propose to have separate threads for the subsequent questions or errors.
» Describe your network (in what equipment did you encounter the irregularity/bug).
» Describe operation made: The current result is X, but we would like to obtain Y.
» Try adding to the ticket a response of the question: “What do you want to obtain?
» Try adding to the ticket a capture of the event, downloaded from MMI, see How to download captured traffic page.
» Set a good priority of the ticket: “High” = Network down, “Medium” = Urgent matter, “Low” = I need it for tomorrow.
» This is the easiest way for both involved parties to follow and close the ticket.
Example:
Subject: SMS not delivered
We have a full Core network, including YateSMSC, SMS was sent with phone roaming in a 5G network.
Scenario: number X sent SMS to number Y, but it didn’t reach, message was sent on <?php date(); ?>
I would like that SMS received in YateSMSC to be send via SMPP protocol towards PartenerX to be delivered to destination Y.
OR
I would like that SMS received in YateSMSC to be send via MAP protocol towards PartenerX, our SMS gateway to be delivered to destination Y.
Capture of the event is attached to the ticket, file.pcap.
How to open a ticket?
-
Method 1: Using the support portal
» After each purchase our Ticketing system sends an email to the buyer.
» This email contains configuration details and web documentation links for the bought equipment.
» This email notices the Contact (buyer) that a new ticket is added to his company Account.
» If a reply is sent to that email, an answer is added to the ticket and an automated procedure to create a customer support account will start.
» Or if you are added to the ticketing system by our marketing team, you will receive an e-mail with a link to register.
-
Set the password
-
Edit the profile and you are ready to access your tickets.
-
On the main page you can see the opening tickets, click on New ticket to open a new ticket.
-
Fill the details about the department, equipment and the details of the problem or the question you are having.
-
Then the ticket is created and will appear on the tickets list.
-
Method 2: Send an e-mail for our support team.
» Send an e-mail to support@ss7ware.com.
» You will shortly receive a confirmation email showing your ticket number. You can create an email group as described above.
