Welcome To Our Customer Service Portal


Technical Preparations to implement a support center

Setting up a subdomain with a CNAME

The support center runs on Nanorep servers. In order for you to get the score for activities in the support page, you will need to allocate a subdomain out of your main website's domain. In order for your subdomain to use the Nanorep Server, please specify a CNAME record to point from the support domain to <<account name>>.Nanorep.co

Once the CNAME is setup - please contact your CS and inform with this new subdomain URL. The next step than, would be to to update this new URL in the support center settings in the Support center domain field.

Secured (SSL) Setup: If your site is secured, and you've chosen the iframe solution, then we need to set up a secured connection in Nanorep and exchanged certificates. This is a special requirement, which you need to notify your customer success focal point in Nanorep. We will then review your certificate and our support team will work with you to get all the relevant files. You can submit the SSL certificate for the install via this form: 

Submit a request to install SSL certificate

 

Setting up a parent page for an iframe solution

In order to setup the support center as a part of your existing page (in iframe) you need to add the following code there:

<!-- embedded support center code start -->
<div id="nanorep-support-center"></div>
<script>
! function(t, e, o, n, c) {
    var s = this.nanorep = this.nanorep || {};
    s = s[e] = s[e] || {}, s.host = c, s.path = n, s.domain = t, s.protocol = "https:" === location.protocol ? "https:" : "http:", s.on = s.on || function() { s._calls = s._calls || [], s._calls.push([].slice.call(arguments)) };
    var a = document.createElement("script");
    a.async = a.defer = !0, a.setAttribute("src", s.protocol + "//" + c + n + o), document.getElementsByTagName("head")[0].appendChild(a)
}("your_support_center_domain", "supportCenter", "support-center.js", "/web/", "your_account_name.nanorep.co");
</script>
<!-- embedded support center code end -->

(Replace the highlighted sections with your actual account settings) 

If you need to set some predefined context values, place them like after support center domain as query parameters, for example: 

("your_support_center_domain/?Brand=Apple","supportCenter","support-center.js","/web/", "your_account_name.nanorep.co") 

Advanced configuration

Embed code will insert embedded support center with default settings, but there's a way to set override the settings inside the "Master Page" template like this:

<script src="//<%Site.nanoRepDomain%>/web/support-center.js"></script>
<script>
nanorep.supportCenter.init({  
            noDirectDomainAccess: false, // use "true" to disable direct access to support center     
            supportCenterDomain: '<%Site.nanoRepDomain%>', // Support center subdomain     
            mainSiteURL: '<%Site.MainSiteUrl%>', // Parent page URL     urlPrefix: '#/path' //prefix path for URL hash   });
</script>

Implementation of child support center

If you have several support centers pulling the data from different knowledgebases but having the same support center domain, it is also possible to load them by specifying it unique URI path after the URL Prefix part in parent page URL.  For example, lets say you have 2 knowledgebases: 

1) English KB - main support center ( support.your_company.com )

2) Dutch KB - child support center ( support.your_company.com/dutch )

In order to load the main support center you can just access the  parent page URL  located and it will be loaded automatically as a default option. 

In order to load dutch child Support center you should specify its unique URL part after URL prefix: http://your_company.com/#path/dutch  

where:

your_company.com - parent page URL 

#path - default URL prefix 

dutch - unique URL part of child support center