- The conversation
- Status
- Assignees
- Time entries
- Products
- Related details
Tickets Anatomy
A Ticket Detail page contains the following sections:
Header
The top area of a ticket show the following details:- Ticket Number and Ticket Title
- Client and Location
- To and Cc contacts
- Status
-
3-dot menu with:
- merge
- billing override
- label
- banner
- read/unread
Timeline
The activity feed of a ticket that records all interactions and updates related to the ticket. It includes:- Timeline tabs
- Plus (+) button to add Third-party conversations, Shipment Tracking, Checklists and Approvals
- Timeline entries
Comment Box
The editor where you write public or private comments and send updates on a ticket. Allows the following actions:- Click to type a private comment (anywhere not underlined)
- Click ‘private comment’ to expand and type a private comment
- Click ‘public comment’ to expand and type a public comment (sent via email)
- Ticket Shortcuts off to the far-right
Info Panel
The side panel for operational details that allows you to:- Add time entries and products
- Add/remove assignees
- Add/remove assets and uptime
- Add/remove tags
- change priority
- Add/remove groups
- Add to calendar
Tickets Statuses
Tickets in Gorelo have the following statuses that indicate where the ticket is in its lifecycle:| Status | Description | Example |
|---|---|---|
| New | Automatically applied to newly created tickets. Indicates the ticket is under initial review or triage. | A ticket created via email with a public comment. |
| Open | Work has started and the ticket is assigned to a user. | A teammate begins investigating and replies to the requester. |
| On Hold | Work is paused for an external dependency or response. | Waiting on a vendor update or client reply. |
| Solved | The main issue is resolved, but follow-up tasks may remain. | The fix is applied and you’re waiting for confirmation. |
| Closed | All work is complete and no further action is required. | The requester confirms the issue is resolved. |
You can’t change manually the status of a ticket to New.