Welcome To Our Customer Service Portal


How to search for a ticket by its content?

1. Go to Ticketing -> Open Tickets/All Tickets 2. Click on the "Filter" button.   3. Click on the "Options" tab of the left. 4...
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How do I forward a ticket?

Forwarding Tickets to eMailIf you want the ticket answered by a non-agent, you can forward it by email by clicking the 'Forward button' ...
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How to add Nanoreps contact form inside an article?

Overview: With the smart channeling, it is possible now to add the Nanorep contact form inside the body of an article. This means that the contact form...
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How can I export all my tickets, including correspondence ?

In order to export the tickets, follow these instructions.   Go to Analytics-->SLA  Click on the 'Download Tickets Report' link...
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How can I determine the way ticket was opened?

Nanorep Ticketing system can open tickets in a number of ways:  - Direct email to inbox address (XXXXXXXXX.inbox@your_account_name.nanorep.in) -...
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How can I retrieve the list of emails of users who escalated?

You can download the tickets report in excel spreadsheet. The report includes the list of emails.   To download the report, please follow the...
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How do I assign a ticket?

Incoming questions to 'Open tickets' can be handled by all agents.Agents or administrators can use the 'Assign To' function in the inbox...
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How can I proactively send an email to a customer from Nanorep?

You need to create a new ticket.  In the ticket page, you need to enter the email address, title  and make sure to have the "Send replies...
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How do I assign a label to a ticket?

Go to the "Open Tickets" or "My Tickets"  Click on the "Label" button     in...
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Adding Comments to a ticket

  You can add an internal comment to a question from a customer or to an agent's answer, by clicking the 'Comment' field.  ...
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How to automatically assign a label to a ticket ?

Auto Labeling Tickets RuleYou can set a rule to automatically label tickets created in the inbox. You can use it to label tickets from a certain URL or...
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How to enable full correspondence of ticket history

In order to add the ability to view the full ticket correspondence on each ticket a variable to the signature needs to be added, please follow these...
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How can I view previous tickets from this email?

You can now see previous tickets sent from the same email by clicking on a ticket and viewing the list under the 'Details' box at the...
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