How to get help from Nori support

If something fails in Nori or you are not sure how to do something, open a ticket. It goes straight to the support team and the conversation stays saved in your company.

Who can open tickets

Only users with an Administrator license and the Open support tickets with Nori permission (the Administrator role has it). If someone else in your company runs into a problem, ask them for the screenshot and open the ticket yourself.

Open a ticket from the screen with the problem

1. Stay on the screen where the problem is.
2. Open your user menu (your initials, top right) and choose Report to support.
3. The Screen field already has that screen's address. If the problem is on another one, paste its address there.
4. Write a short Subject and choose the Type: Question, Problem, Error, Feature request or Billing.
5. Choose the Priority carefully. Below you see what each one means.
6. In Description, tell us what you were doing, what you expected and what happened. If there was an error message, copy it as is.
7. Add your screenshots and click Send ticket.

You can also go to Administration › Utilities › Support and click New ticket.

Attach screenshots

• You can upload PNG, JPG or WebP images and PDF files: up to 5 files of 10 MB each.
• To paste a screenshot, take it (for example with Windows + Shift + S, or Cmd + Shift + 4 on a Mac) and press Ctrl + V (Cmd + V on a Mac) with the form open. The image shows up in the file list.
• You can also drop the files on the dotted box or use Add files.
• Before sending, cover or crop anything you do not want to share, such as passwords or bank details.

Which priority to choose

• Urgent: you cannot sell, invoice or sign in to Nori, and there is no way to keep working.
• High: something important fails, but there is a way to keep working in the meantime.
• Normal: something does not work well and gets in the way, but does not stop you.
• Low: how-to questions, small adjustments or ideas.

If you mark as urgent something that does not stop your operation, the team may lower its priority to help first whoever cannot work.

Response times

We count business hours: Monday to Friday, 9:00 to 18:00 Mexico City time. Weekends and statutory holidays do not count.

A feature request gets an answer within the low-priority time. It has no resolution time because it goes to Nori's roadmap.

The clock stops when we ask you for something (status Waiting for your reply) and runs again when you reply. A business day is 9 hours: a normal ticket that arrives on Monday at 16:00 gets an answer by Tuesday at 16:00 at the latest.

Follow a ticket

1. Go to Administration › Utilities › Support. Under Open you see each ticket with its status and whether it is On time, Due soon or Overdue.
2. Open the ticket to read the replies. We email you every time we answer.
3. To reply, write in Reply, add files if needed and click Send reply.
4. Once it is solved, click Close ticket. If the problem comes back, open it again with Reopen or just reply to it.

If you don't see…

• Support in the menu: your user needs an Administrator license and the support permission.
• Report to support in your user menu: same reason. Ask an administrator to open the ticket.
• Your screenshot in the list: check that it is a PNG, JPG, WebP or PDF under 10 MB. If you copied a spreadsheet cell, Nori pastes the text instead of the image.
• The reply email: check your spam folder and the address you entered in Email for updates. The reply is always in the ticket.