Yealink 300628 Ticket User guide

Yealink Ticket Quick Guide

Table of Contents

1. Ticket Introduction ................................................................. 3

2. Opening a Ticket ..................................................................... 6

3. Replying a Ticket .................................................................. 13

4. Closing a Ticket .................................................................... 16

5. Re-opening a Ticket ............................................................. 17

6. About Yealink ........................................................................ 18

3

1. Ticket Introduction

When you access Yealink Ticket System by entering ticket link or through Yealink website and Support

website, you will be directed to ticket’s index page.

[1] Index page

①

Search Bar

Before submitting the ticket, you can try to find the answer by searching keywords. It

will display the Top 10 articles with the highest matching degree which are searched

from the entire Support website. For many questions, such as voice mail, firmware

upgrade, and so on, you could find the solution quickly so that it can save much valuable

time.

②

Hardware Defect

If your product is defective, including the stuck on initializing cases, you could follow the

guidance of the system to check whether there is already a solution or create a ticket

to support team. For example, your phone failed to start up and stuck on initializing

mode, you could obtain recovery mode files directly from system guidance.

③

Get License

(SFB/MS/SIP)

For some phone models, you could apply for the license by yourself if you need to

change the product version from SIP to SFB/MS/Zoom or SFB/MS to SIP. You could

refer to the related FAQ which you could find on the Support website to change the

product version. For example, you have a T58A Teams phone and want to change the

Teams version to SIP version, so you could apply for the license and search the FAQ

which can help you to know how to do it.

④

RPS MAC Removal

If you find your phone is bound to another RPS account, you could delete the MAC

address from the RPS server, using your own RPS account (not YMCS account), don’t

need to know which enterprise the MAC belongs to. About the RPS account, you could

contact your local distributor to apply for an account.

⑤

Retrieve Password

If you forget the password or want to get the default password or want to understand

how to reset the product to factory default, you could use the module.

⑥

Report a Bug

If the feature of product doesn’t work as expected, please report the issue to the support

team and follow the guidance of the system to check whether there is already a solution.

①

②

③

④

⑤

⑥

⑦

⑧

4

⑦

A Quick Question

If you have some questions, please follow the guidance of the system and fill in the true

and valid information to check whether there is a solution. The question is mainly a

consultation question which about you don’t know something or you need to know how

to do something.

⑧

New Feature Request

If you have a new feature request, please describe it in detail and submit to the support

team. The new feature mainly means that Yealink phones don’t have the feature at

present and you can’t find another solution to meet your requirement.

[2] Issue List page

For the page without account login:

[3] Support page

Through this page you could enter other systems or modules, as shown in the figure below:

[4] Help page

You could download the Yealink Ticket Quick Guide by clicking the “Help”.

[5] News page

You could view latest update about the Ticket system.

Query Filter

Click to create

new Ticket

Export your Ticket

Your Ticket list

5

6

2. Opening a Ticket

[1] In ticket Index page, you could click “Hardware Defect” or “Report a Bug” or “A Quick Question” or

“New Feature Request” to open a ticket. The specific introduction of each service module is as

follows:

a. Click “Hardware Defect”, then you will be required to fill basic information as follows:

b. Click “Get License(SFB/MS/SIP)”, you will enter the Yealink License Management Platform as

follows:

Note: For SFB/MS to SIP, please remember to select Unlock License.

Issue summary

Hardware Defect issue

P1: Very urgent, outage situation

P2: Urgent, service impacting but not an outage

P3: Improvement of the using experience

P4: Feature and bugs which can be developed and fixed in

future

Which company owns the products

Who provides the products

Upload your attachments here

Enter the MAC/SN of product,

you could find it in the sticker on

the back of the product

Describe more details

7

c. Click “RPS MAC Removal”, then you will be required to fill basic information as follows:

For SFB/MS to SIP, please remember to select Unlock license.

Click “Add” to add product

Enter the MAC and SN of product,

you could find it in the sticker on

the back of the product

Download the template to list the MAC and SN of product and then upload

Select the valid period of license

Fill your why you want to apply for the license

Click OK to submit the application

Enter the MAC

Choose the Edition, Skype for Business or Microsoft Teams

Select your phone model

8

d. Click “Retrieve Password”, then you will be required to fill basic information as follows:

e. Click “Report a Bug”, then you will be required to fill basic information as follows:

Click “Submit” and you need to enter

RPS authentication information

Issue summary

Report a Bug issue

P1: Very urgent, outage situation

P2: Urgent, service impacting but not an outage

P3: Improvement of the using experience

P4: Feature and bugs which can be developed and fixed in

future

Which company owns the products

Who provides the products

Select your service provider or your platform, you can select ”other”

directly if can’t find it in the existing options.

Click “Add” to add product

Select your service provider or your platform, you can

select”other” directly if can’t find it in the existing options.

Choose which category the product belongs to

Use your RPS account

Check product model in the back of the product

Please follow: Phone is in idle->Press OK key->Firmware

version: XX.XX.XX.XX

Use AccessKey ID

9

Choose which category the product belongs

to

Check product model in the back of the product

Enter the MAC of product, you could find it in the sticker on the back of the product

Please follow: Phone is in idle->Press OK key->Firmware

version: XX.XX.XX.XX

Add more products

Click “Add” to add one product

Edit or delete product

How many products are defective?

Select the issue category and continue to confirm some details

Choose from what project according to your actual situation

Upload your attachments here

Describe more details

10

f. Click “A Quick Question”, then you will be required to fill basic information as follows:

Choose which category the product belongs to

to

Check product model in the back of the product

Please follow: Phone is in idle->Press OK key->Firmware

version: XX.XX.XX.XX

Fill the keywords or describe the issue briefly

to try to find solutions

Click here to create a ticket

Follow the tips and continue to confirm some details

Enter the MAC of product, you could find it in the sticker on the back of the product

Continue to confirm some details

Click here if the solution can meet your

requirement.

11

g. Issue Type configured with New Feature Request, there are some different options showed by

comparing with Issue Type configured with Report a Bug.

If you don’t login the ticket account, after you click one module, the ticket website will redirect

from the Index page to the login page.

Select your service provider or your platform, you can

select” other” directly if can’t find it in the existing options.

Who provides the products

Upload your attachments here

Describe more details

Choose from what project according to your actual situation

Issue summary

A Quick Question

P1: Very urgent, outage situation

P2: Urgent, service impacting but not an outage

P3: Improvement of the using experience

P4: Feature and bugs which can be developed and fixed in

future

Which company owns the products

Describe your scenario

Write down other brands you know, which can support same feature

12

[2] Click ‘Submit to submit your ticket once you confirmed all the filled information is correct.

[3] Your case will be assigned to Yealink Support Team, and ticket progress will be ‘New’. You will

receive a New Ticket Submission Confirmation email. Yealink will give you feedback within at most

48 hours.

Note: For better follow up all your cases, Yealink suggest users submit one ticket just for one issue.

13

3. Replying a Ticket

[1] You will receive mail notification from Yealink Ticket System when there is an update of your ticket.

[2] Please DO NOT reply to the mail directly, you can choose “Click Here to Reply if You Have Ticket

Account” if you have a ticket account or “Click Here to Reply if You Don’t Have Ticket Account” if

you don’t have a ticket account.

Note: Yealink Suggest customers login Yealink Ticket System to review tickets regularly, in case

the mail notification doesn’t send to you successfully sometimes.

14

【Click Here to Reply if You Have a Ticket Account】

a. Reply through Ticket system.

b. Click ‘Submit’ to submit your comment, your comment will be sent to Yealink

【Click Here to Reply if You Don’t Have Ticket Account】

Click here to reply the ticket

You can enter email address you want to notify

Select your Signature if you have configured in the User Profile (Click display name index page)

Enter your reply here

Please click Submit to reply

15

Note: If your issue is not properly processed or can’t meet your request, you can click Escalate

button to escalate the issue, Yealink will evaluate and assign a higher level engineer to this ticket if

needed.

1. 目录

Click here to escalate the ticket

16

4. Closing a Ticket

[1] When you confirmed the issue is solved, you can click ‘Close’ to close the ticket.

[2] Please kindly give us the comments for Yealink performance of this ticket.

.

Note: If Yealink does not get feedback from you for a week, Yealink will send a notification email. If

Yealink does not get any reply for 2 weeks, Yealink will close the case but customers can re-open it

based on their request or create new ticket.

Click Close to close the ticket

17

5. Re-opening a Ticket

If your problem re-occurs after your case is closed, you can always re-open the case, or submit a new

Ticket. Click ‘Reactive’ to re-open this ticket.

Click Reactivate to re-open the ticket when the

process is Fixed and Pending Closure or Closed

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6. About Yealink

Yealink (Stock Code: 300628) is a global leading unified communication (UC) terminal solution provider

that primarily offers video conferencing systems and voice communication solutions. Founded in 2001,

Yealink leverages its independent research and development and innovation to pursue its core mission:

“Easy collaboration, high productivity.” The company’s high-quality UC terminal solutions enhance the

work efficiency and competitive advantages of its customers in over 100 countries. Yealink is the world’s

second-largest SIP phone provider and is number one in the China market.

Yealink 300628 Ticket User guide

Yealink 300628 Ticket User guide

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