A third-party conversation is with someone who is not the primary member of the ticket but is involved for a specific reason. Gorelo supports the conversation between its users and the third-party contact via email.
Adding Third Party Conversations In a Ticket
Click on the "Plus" button located in the timeline and select "Third Party Conversation." This action will prompt a popup window to appear.
Within the popup, users have the option to search for existing contacts or input the name and email address of an external contact to initiate the conversation.
To include Cc emails, if desired, click on "Add more Detail" and activate the "Add Cc" toggle.
Once enabled, input the desired email addresses in the CC field.
Optionally, users can include the public conversation by enabling the highlighted checkbox. This provides context regarding the ticket to Third party recipient(s).
Upon completing the necessary details, click on the "Save" button. This action will open the chat box, highlighting third-party contacts in purple.
Begin the conversation by composing a comment in the editor and then click on the "Post" button. This will send the email to all designated recipient(s) of the Third Party Conversation.
Updating Third Party Details
To modify third-party details, follow these steps:
Navigate to the third-party tab.
Hover over the third-party name until it fades out and reveals the "Edit" button. Click on it.
This action will open a popup window containing the third-party details.
Make the necessary changes.
Click on the "Update" button to save your modifications.
Delete Third Party
The Third Party tab can only be deleted if the conversation has not yet started. In such instances, click on the delete button located on top right. This action will completely remove the Third Party tab from the ticket
Email Logs
Our system automatically generates email logs for emails sent and received to and from third parties. These logs can be accessed and viewed in the email logs.
