Welcome To Our Customer Service Portal

How to reply to a ticket?

To answer a ticket (in the 'Open tickets' or in the 'My Tickets'):

  1. Click a question to display the answer editor.
  2. Select one of the existing answers suitable for this question by using the 'Search for quick answers' field which presents suggested answers taken from your knowledge base. You can also type in a query to find additional answers from the knowledge base. You can then click on a relevant answer to send this answer to the customer. You will be able to edit the answer before sending it.

  3. If no answer was found or you choose to create a new answer, use the "Write Answer" field. A variety of links, images, videos and text types can be easily added to each answer using the Nanorep toolbar.

  4. Before sending the new answer to the customer, you will be asked to choose what to do with your answer. You will have to select one of the following options:
  • "No, It's personal" - to discard an answer after it is sent to the customer
  • "Publish answer" - choosing this option will create an article from the answer and publish it into the knowledge base making it available for everybody.
  • "Decide later"- Selecting this option will save the the answer and move it to the 'Suggested content' section under Knowledge. This answer will also be suggested to other agent's when answering a relevant ticket.

       5. At the 'Ticket Status' field on the bottom left of the screen, select one of the following options:

  • 'Open' to define that this question still requires attention. The ticket will stay open and then added to the 'Open tickets' queue. 
  • 'Close' to define that this question has been completely answered and no longer requires any more interaction with the customer. This ticket is automatically saved in the 'All Tickets' branch, which contains all tickets' history.

      6.  When you're done, click the "Send" button to send this answer the customer.