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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.

A ticket is the record for a client request or issue in Gorelo. It allows you to track the work from start to finish. The Ticket Detail page captures:
  • The conversation
  • Status
  • Assignees
  • Time entries
  • Products
  • Related details

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Ticket details page

A ticket details page contains the following sections: Image 12 The top area of a ticket shows the following details:
  • Ticket number: automatically attributed, you can’t edit it.
  • Ticket Title: hover it and click the pencil icon to rename a ticket.
  • Client and Location: click the area to change it.
  • To and Cc contacts: click the area to add or remove contacts.
  • Status: click the label and scroll the options to change the status.
  • 3-dot menu with:
    • The ticket link to share it.
    • Merge with to merge the current ticket’s data with another one. The source ticket becomes part of the target ticket, decreasing the number of tickets.
    • Billing to link the ticket to a contract.
    • QR code label linked to the contract to print or see.
    • Banner to set a banner over the ticket (for warnings, etc.).
    • The option to mark the ticket as read/unread.

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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

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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
Image 13

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Info panel

The side panel for operational details that allows you to:
  • Add time in two ways:
    • Using the ticket time tracker: click the start icon to launch a timer and track the time you spend on a ticket.
    • Manually: over the numbers and click ADD TIME add the time spent on this ticket.
  • Products
  • Add/remove assignees
  • Add/remove assets and uptime
  • Add/remove tags
  • change priority
  • Add/remove groups
  • Add to calendar

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Ticket statuses

Tickets in Gorelo have the following statuses that indicate where the ticket is in its lifecycle:
StatusDescriptionExample
NewAutomatically applied to newly created tickets. Indicates the ticket is under initial review or triage.A ticket created via email with a public comment.
OpenWork has started and the ticket is assigned to a user.A teammate begins investigating and replies to the requester.
On HoldWork is paused for an external dependency or response.Waiting on a vendor update or client reply.
SolvedThe main issue is resolved, but follow-up tasks may remain.The fix is applied and you’re waiting for confirmation.
ClosedAll work is complete and no further action is required.The requester confirms the issue is resolved.
You can’t manually change the status of a ticket to New.