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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’