Welcome To Our Customer Service Portal

How can I view unanswered questions?

To view questions that were not answered go to the 'Publish' tab in the top menu. Next, select the 'Search Optimizer' tab to display the questions.

The knowledge base optimizer contains the questions that were asked and shows which ones were not automatically answered by the system (no search result), which were escalated and which were answered automatically and what answers were replied.

This feature replaces the unanswered questions tab. It means that in addition to unanswered and escalated questions, you can also manage the answered questions – view the answers that were returned by Nanorep and correct any wrong ones. That way you'll understand which questions need to be added or merged into existing questions.

To see the list of the unanswered questions:

1) Click the 'Publish' tab in the top menu.

2) Click the 'Search Optimizer' tab to display the list of questions, as shown in the above image.

3) The list is sorted by popularity, trend and by the date of search.

These icons indicate the type of questions:

 - The question was escalated to a ticket

 - The question was escalated to chat

- Results found in the widget for this question

- No results found in the widget for this question

- Linked answer

4) To see only the unanswered questions, filter the list by 'No search results'.

5) To add an answer (creating a new Q&A), use the answer editor. The editor will open after click on the desired unanswered question. After writing the answer, click on "Publish" to immediately publish it to the online knowledge base.

6) To add a question (new phrasing) to an existing answer, click on the desired question. Then, search one of the existing answers suitable for this question by using the 'Merge with existing answer 'field. Select an answer and when a user will ask this question or a similar phrased question, he will get the answer you selected.

To learn more, click here