Skip to main content
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

​
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.

​
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
Image 13

​
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

​
Ticket statuses

Tickets in Gorelo have the following statuses that indicate where the ticket is in its lifecycle:
You can’t manually change the status of a ticket to New.