Welcome To Our Customer Service Portal


How do I set user group permissions?

Users credentials can be restricted to specific knowledge bases and also used to apply ticket management policies. Ticketing permissions are limitations...
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I forgot my Nanorep password / username. How can I retrieve it?

To recover your password or user name, please go to 'Forgot your password?' , then enter your email address and click the link in the email you...
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How do I add a new user?

To add a new user, follow these steps: 1) In the left menu pane , click on Settings → Users & Security.   2) Click on "...
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How to choose a role for a user?

There are several roles that together contribute to the daily running and maintenance of your Nanorep implementation.  1. The Knowledge Base...
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How do I log into my account?

The Nanorep's back office system, including the ticketing system, knowledge-base management, analytics and so on, is available through my.Nanorep.com....
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What are users' groups?

Users' groups are a way to create a differentiation between your agents in the permission level they have and or access to tickets from a certain...
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Knowledge Base Manager - Role Overview

Role definition: Knowledge Base Manager The Knowledge Base Manager holds an extremely important role in the Back Office, as they are responsible for...
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How do I create a group / limit agents to a certain group?

Creating GroupsGo to Settings->Users & Security  Click on the  Button on the upper toolbar and click on the bottom link:...
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How do I disable a user?

When you disable a user, it won't be able to log in into Nanorep (Notice: The user data will not be deleted).  Go to  'Settings'...
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How to limit ticket assignment (group permission)?

 In each group, you'll have the option to select to which groups the users in this group may assign tickets to. The list includes an '...
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Groups Best Practices

 The most common use of groups is creating a group of agents from a certain division that can only assign tickets to their manager....
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How to limit agents to certain tickets (based on labels)?

When either of the 'take' options is selected in the ticketing permissions (View and take selected labels or Take selected labels), the agent will...
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What happens when I disable user?

The only change is that the user won't be able to log in. You can also disable the option of a specific user to answer tickets in  '...
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How do I know what is my account name

You are using your Nanorep "account name" on a daily basis when you login to the Nanorep console, since your username contains the account name (...
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How to limit a user to a specific knowledge-base / inbox?

Make sure to create a group that is limited to the specific knowledge-base.   1. Go to Settings-->Users and click on Groups button. 2. You can...
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