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Using Soprano Self Service Support

  • Updated

The Soprano Help Center is a support portal giving you access to the following: 

Knowledge Base - A collection of support and help articles relating to the Soprano Communication Platform. Each article includes step by step instructions supported by image screencaps, videos, tips and links to other useful resources. Articles are updated regularly.

Ticketing System  - Used to track and manage any support tickets/requests that are raised by Soprano customers and partners.

If after searching the Knowledge Base and you can't find the answer you're after then you can always contact us by submitting a request.

Searching for articles in the Knowledge Base

You need to be logged into the Soprano Help Center to search for articles in the Soprano Knowledge Base. To search for knowledge articles, follow these steps:

  1. Go to the Soprano Help Center landing page at:  https://soprano.zendesk.com/hc/en-us
  2. Login using the your registered email address and password.
  3. In the Search field, start entering in a few keywords on the topic or question you have.

For example:  message reporting

As you type articles will appear based on the relevance or match of the keywords you have entered. 

3. Select an article from the list by clicking on the link.

4. If you want the search results to be displayed on a new page, press Enter after typing your search keywords.

The search is not limited to the article title but also includes the article text; the most relevant matches are displayed first.  See the search best practices article for more advanced searching tips.

 

Navigating articles by using Categories

All of the articles in the Knowledge base are grouped into Categories and Sections. The high level categories are:

  • Getting Started
  • Using the communications platform
  • API Integration and Plug-ins
  • Troubleshooting & FAQ

Each of the categories are broken into a number of sections that group related articles. To find articles through navigating the categories, follow these steps:

  1. Go to the Knowledge Base landing page at https://soprano.zendesk.com/hc/en-us
  2. Click a category.
  3. The list of all sections and articles in that category are displayed. Browse through the sections and articles, find the one you need, then click it.

Getting Help - Submitting a request

If after searching through our knowledge base you can't find the solution you're after, you can always contact us by submitting a support request and we'll be in touch as soon as possible.

You can submit a request by:

A - Clicking on the "Submit a request" option on the top right of the Help Center Screen.

or

B - Clicking on the "Submit a request" button/tile on the bottom right of the Soprano Help Center landing page.

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After clicking on the "Submit a request" button or tile you will be presented with the submit a request form, similar to the example below:

 

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To assist us to resolve your request quicker, please fill in all the fields and ensure you provide us as much information as possible. Please include:

  • a description of the issue;
  • any failed message details:
      • Destination number;
      • Time the message was sent and time-zone; and
      • API or application used to send the message (e.g. HTTP API, SMTP API, WebSMS, etc.).
  • customer name (where applicable);
  • customer contact name, email and telephone (where applicable);
  • username used to log in to the platform;
  • any steps that can be performed to replicate the behavior; and
  • screenshots of the issue.

Once you have filled in the fields, click the submit button.  You request will be logged and you will receive a confirmation email containing the details of the request (sometimes referred to as a ticket).

The fields, marked with a red asterisk (*) are required and must be filled in. If you leave any of these fields empty, you will not be able to submit your support request.

Getting Help - Via EMail

If you prefer send us a support request via email please use the following email address:

help@sopranodesign.com

Tip : We will be able to respond to requests submitted to us via the "Submit a request" form quicker than requests submitted via email.

The following information is required when lodging a support request by email:

  • your name and contact details (email and telephone);
  • impacted product 
  • a description of the issue;
  • failed message details:
      • Destination number;
      • Time the message was sent and time-zone; and
      • API or application used to send the message (e.g. HTTP API, SMTP API, WebSMS, etc).
  • customer name (where applicable);
  • customer contact name, email and telephone (where applicable);
  • username used to log in to the platform;
  • any steps that can be performed to replicate the behavior; and
  • screenshots of the issue.

When your email is received a support request (sometimes referred to as a support ticket) will be created and you will receive a confirmation email containing the details of the request. 

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