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Gorelo Messenger is a branded desktop app that puts your service desk one click away for your clients’ end users. They open it from the system tray on Windows or the menu bar on macOS, send a message, and Gorelo turns it into a ticket. Your replies appear in the same conversation in the app.

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Core features

  • Tickets from messages: Each new conversation creates a ticket in Gorelo. Replies from your technicians flow back to the end user in the app.
  • Full conversation view: End users see their open and closed conversations, including approvals and side conversations shared with them, the same way they do in the Client Portal.
  • Native notifications: Gorelo Messenger notifies end users of new replies through the operating system.
  • Your branding: You set the tray icon, logo, brand color, and home screen background in the policy, and Gorelo deploys them to every device.

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Before you start

End users sign in to Gorelo Messenger with their email address and a one-time code. To sign in, their email address must belong to a contact in Gorelo, assigned to the right client. To get your contacts into Gorelo, you can:
  • Sync them from Microsoft 365 through CIPP, which also assigns each contact to its client.
  • Add them manually.
  • Create them with the Gorelo API.
End users only sign in once. Gorelo refreshes their session automatically as long as they log in to their Windows or macOS device at least once every 30 days.
End users can also send messages as a guest, without signing in. Signing in gives them access to more features, such as their conversation history.

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Deploy Gorelo Messenger

Gorelo Messenger ships as the Messenger plugin, so you distribute it through a policy, like other Gorelo plugins. You can set it up before you add any devices, as long as the client exists in Gorelo.
1

Add the plugin to a policy

  1. In Policies, hover over Add.
  2. Select Plugin.
  3. From the list, select Messenger.
If you only see Tray App in the list, clear your app cache from your profile menu, then reload Gorelo.
2

Set your branding

Upload your tray icon and logo, and choose your brand color and home screen background.
3

Click Save

4

Distribute the policy

Gorelo installs Gorelo Messenger on every asset the policy targets. The rollout isn’t instant, so allow a few minutes for devices to pick it up.

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FAQ

Gorelo Messenger caches the tray icon on each device, and the icon syncs separately from other settings. Restart the Messenger process, or the Gorelo Agent, on the device to load the new icon.
Pressing Enter sends the message. End users press Shift + Enter to add a new line.
Gorelo Messenger shows closed conversations so end users have the same history they see in the Client Portal.

How policies work

Distribute plugins and settings to your assets.

Client Portal

Give clients a self-service portal for their tickets.