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Documentation Index

Fetch the complete documentation index at: https://help.gorelo.io/llms.txt

Use this file to discover all available pages before exploring further.

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Add a custom domain

  1. Navigate to Settings —> Email —> Settings
  2. Click Add Domain in the top-right corner
  3. Enter your domain name
  4. Add the DNS records to your DNS provider and click Verify (note the ‘gorelo.’ subdomain on everything).
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Add/edit a custom email address

Adding a custom domain will automatically create two custom email addresses that you can make changes to.
  • help@ will be created as your default ticketing email address
  • accounts@ will be created as your default billing email address (outbound only)
  1. Navigate to Settings —> Email —> Settings
  2. Click the edit button on the far right of the help@ email address
  3. Update any fields you need to:
    • Configuration
      • Display name: This is what appears as the name in Outlook/Gmail etc. when an email is received from this address.
      • Email: This is what appears as the From address and Reply-to in Outlook/Gmail etc.
      • Group: These groups will be automatically added to all tickets that are created from inbound emails to this address. Outbound sending is also limited to just these groups.
      • You can also Automatically apply clients, tags and users.
    • Auto Response
      • ‘Contacts will receive an email when a new Ticket is created by them through email’
        Toggle this on to generate an automatic response when a new ticket is received
        This is the Ticket Created Email template
      • ‘Contacts will receive an email when a Ticket is merged’ Toggle this on to generate an automatic response when a ticket has been merged (contacts of the source ticket)
      • ‘Contacts will receive the emails for the ticket statuses selected below
        Toggle this on to generate an automatic response when a ticket status is changed to any of the selected.
        This is the Ticket Status Updated template
    • Email Template Management
      • Select either Ticket Created Email or Ticket Status Updated from the dropdown
        • Preview shows you what the email will look like
        • Template is HTML and allows full customisation
        • Variables lists the available variables for both the subject and body of the email
  4. Click Save
  5. Test sending an email from an unrelated email account (e.g., Gmail) directly to the Forwarding Address
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Forward emails to Gorelo

  1. Navigate to Settings —> Email —> Settings
  2. Copy the Forwarding Address of your default ticketing email address, e.g., help@gorelo.gorelodomain.com
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  3. Navigate to your email provider
  4. Find the matching mailbox (without the gorelo. subdomain), e.g., help@gorelodomain.com
  5. Configure this mailbox to forward to the Forwarding Address, e.g., help@gorelo.gorelodomain.com
  6. Test sending an email from an unrelated email account (e.g., Gmail) to the matching mailbox, e.g., help@gorelodomain.com
Tips!
  • Make sure your email provider allows forwarding to external domains (on an individual mailbox level for security).
  • Forwarding vs. Redirect — if you’re doing this via a rule in Outlook, then use ‘Redirect to’

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Troubleshooting

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Emails are rejected/quarantined/marked as spam

Some SPF and DMARC configurations don’t play well with mail that’s forwarded or sent on your behalf—which is how Gorelo handles outbound emails. This can happen even after a DNS records successful verification. Adjusting SPF and DMARC doesn’t weaken your protection: it allows legitimate mail flow through services like Gorelo without being accidentally blocked by your anti-spoofing protections. The following settings are the most likely to break delivery:
SettingValueResult
Hardfail SPF-allTells receiving servers to reject any message that doesn’t come from a listed sender.
Strict DMARC alignmentadkim=s aspf=sRequires an exact match from the domain that signed the message (via SPF or DKIM), which fails whenever mail is signed by a subdomain or sent on your behalf.
Change your SPF and DMARC configuration to the following setting.
Changes apply to your root domain, not the ‘gorelo’ subdomain you verified records for.
SettingValueResult
Softhail SPF~allUnauthorized senders are still flagged, but the message isn’t outright rejected: downstream filters and DMARC have the final say.
Relaxed DMARC alignmentadkim=r aspf=rAllows subdomains to align with the parent domain. Your DMARC policy (p=quarantine or p=reject) still applies.

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Results

After changing your settings, you should obtain the following configuration within your DNS registar:
RecordBeforeAfter
TXT (SPF)v=spf1 include:<your-email-provider> -allv=spf1 include:<your-email-provider> ~all
TXT (DMARC)v=DMARC1; p=quarantine; adkim=s; aspf=sv=DMARC1; p=quarantine; adkim=r; aspf=r
Alternatively, you can also omit the DMARC configuration, as omitting it defaults to a relaxed alignment.

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Learn more

Why Mailhardener recommends SPF softfail over fail

Why softhail SPF works.

What is DMARC alignment

Understand DMARC policies and configuration.

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FAQ

No. It ensures that legitimate emails sent through services like Gorelo aren’t mistakenly blocked, without reducing your protection against spoofing.
  1. Go to your domain’s DNS settings (where your domain is managed: registrar or DNS host).
  2. Find the existing TXT record that starts with v=spf1.
  3. Edit that record and replace -all with ~all. You should have something like the following: 
    v=spf1 include:<your-email-provider> ~all
  4. Save the changes.
  5. Wait for DNS propagation (can take a few minutes to a few hours).
You can specify the previously suggested configuration, or omit it completely, since these settings default to relaxed when omitted.
  1. Go to your domain’s DNS settings.
  2. Find the TXT record for DMARC (usually _dmarc.yourdomain.com).
  3. Edit the record and change:
    • adkim=s → adkim=r
    • aspf=s → aspf=r
  4. Save your changes. You should obtain something like: 
    v=DMARC1; p=quarantine; adkim=r; aspf=r
  5. Wait for DNS propagation.