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Setting Up Your SMTP Server and Your Ticketing System

Setting up the Nanorep ticketing system with your SMTP server is part of your initial configuration and setup process. The Nanorep ticketing system is the default ticketing system available to you, offering the ease of out of the box technology, and automatically connecting to your knowledge base. The system also enables agents to leverage the Nanorep knowledge base, meaning that they can provide full and accurate answers to customers in a speedy, efficient and timely manner.

There are three steps involved in setting up your ticketing system to function correctly and work in the most efficient manner possible:

1. Setting up incoming mail

2. Setting up outgoing mail

3. Assigning Groups

Step 1: Incoming Mail

Once you have your Nanorep account, the first step in setting up your ticketing system is to configure your SMTP server to forward incoming customer support emails to the Nanorep ticketing system.

1. Nanorep provides you with a default email address that will serve as the inbox address to be specified in your SMTP server. To access this default address, from your Nanorep dashboard, navigate to Settings => Ticketing => Ticketing Basics.

2. The default email address is displayed in the Inbox Address field:

Note: If you have more than one Knowledge Base in your system that contains external information used by and relevant to customers, you have more than one default inbox email address and a separate procedure should be executed for each Knowledge Base.

3. Configure your SMTP server to forward incoming email messages to the default Nanorep email inbox address.

Sending Ticketing to Specific Departments

You can further hone the scope of how customer support tickets are handled, by creating email ticketing specific to an internal department of the company, such as Sales, Marketing, IT Support or Billing.

1. Create a specific Labels inbox for each department. 

2. Click Settings => Ticketing => Ticketing Basics.

3. Click the More Addresses link, under the default email address in Ticketing Basics.

In the drop-down menu available, a unique Nanorep inbox address is shown for each label.

3. Select the label you require. This enables you to configure your SMTP server and create a specific, drill-down email address for a specific internal department in our company, that are sub-set emails of the initial email address displayed in the previous procedure, and that you can configure in your SMTP server.

IMPORTANT NOTE: You must create these labels prior to performing the setup procedure.

Step 2: Outgoing Mail

The next step is to specify how outgoing customer support mail is handled, by configuring your SMTP server for outgoing mail.

1. From your Nanorep dashboard, navigate to Settings => Ticketing => Ticketing Basics and go to the Outgoing Mail section:

2. Specify the following fields:

  • Sending email from:
    Enter the name you wish to appear as the sender of any customer support email in the first field, and the email address from which these emails should be sent.

    Note: These settings must also be configured in your SMTP server.
     
  • Ticket status on reply:
    Choose either Closed on first reply or Always Closed, according to your company's customer support policy.

3. Select the Send emails through custom SMTP server checkbox.

4. Enter your SMTP host, username and password, and select the Server requires authentication and Use secure connection (SSL) checkboxes according to your SMTP setup.

4. Click Save Changes.

Nanorep then performs a verification of the entered SMTP settings to check that the SMTP server can function. The settings will only be saved once the verification has determined that they are correct. The verification may take a few minutes.

If the verification fails, a message is displayed, with an explanation as to why the SMTP settings were not saved.

Step 3: Assigning Groups

You can further subdivide labels into groups,  to easily manage which agent handles what kind of ticket.

User groups help differentiate between agents and their responsibilities, by enabling permissions to a group that determines which tickets can be assigned to members of that group.

You can create a group by navigating to Settings => Users, clicking the Groups button, and selecting the Create Groups link to display the Group Editor.

Click the Advanced tab, to configure the group settings.

 

You can specify whether tickets are assigned to all agents, or agents only from a specific Knowledge Base.

You can also specify whether agents can see and "cherry-pick" tickets, see all but only have the ability to choose certain tickets, or only see tickets assigned to them.

For more information, see the following articles:

What are users' groups?

How to associate an agent to a group?

How do I create a group?

Creating Email Signatures