In Gorelo, groups help us control who gets to see specific data. You can give groups to Users, Clients, and Tickets. Users can only see and handle data for Clients and Tickets that have at least one group in common with them.
Gorelo comes with a handy group called "Everyone" by default. Every user automatically belongs to this group, and you can't take them out of it. However, you can create more groups and choose who gets to be in them.
Create Groups
To create new group, follow below steps:
Click on the Settings > General > Groups icon from left navigation.
Click on the Add Group button
Provide the details of the Group and click Add button. Newly created group is now ready to be assigned to Users, Clients and Tickets.
Note: The Alias field of the group is utilized to mention the group by its alias in the ticket's private post.
Group Assignment to Users
You can assign a group to both new and existing users in the system. Users are only able to view and manage data related to Clients and Tickets if they share at least one common group.
For new Users
Select your desired group in the designated field during user creation.
For existing Users
Navigate to Settings > General > Users.
Locate the user and click on their name or pencil icon to open the "Update User" popup.
Choose the desired group from the "Groups" dropdown field and click "Update" button.
Upon updating, the user will receive a message on their screen prompting them about the browser reload. This action is crucial to ensure the user receives updated data associated with the newly assigned group.
Group Assignment to Clients
Assigning at least one group to a client is mandatory to ensure that its associated data becomes visible to users who are mapped to the same group. This can be done for both new and existing clients in the system.
For new Clients
Select your desired group in the designated field during client creation.
For existing Clients
Navigate to Client List.
Locate the desired client in the list and click on the highlighted icon below.
Alternatively, you can update the group from the Client Detail by clicking on the "Groups" link in the Quick Links section.
From the popup opened, choose the desired group from the "Groups" dropdown field and click "Update" button.
Upon updating, the client's group, all users will receive a message on their screen prompting them about the browser reload. This action is crucial to ensure that users receive updated data associated with the newly assigned group for the client.
Group Assignment in Tickets
Assigning at least one group to a ticket is mandatory to ensure that its associated data becomes visible to users who are mapped to the same group. This can be done for both new and existing tickets in the system.
For new Tickets
On the new ticket screen, the Group field is dependent on the selection of the client. The behavior is as follows:
If you select a client that is mapped to just one group, the Group field will automatically select the group of the client.
However, if the selected client is mapped to multiple groups, the user will need to manually select the group from the Group field.
Upon creation of the ticket, the ticket will be visible to all users assigned to the same group.
For existing Tickets
Navigate to the Ticket Detail screen.
Select your desired group from the groups dropdown menu.
Alternatively, mentioning a group in a private post automatically assigns the mentioned group to the ticket. Additionally, a notification is sent out to all users of this group, informing them about the group mention. Click here to learn more about user and group mentions.
Upon selection, the ticket will be visible to all users who belong to the groups associated with the ticket.
Group Assignment in Emails
Custom emails configured from the Admin Settings can also be assigned to groups. This ensures that incoming emails from contacts, when converted into tickets, are associated with the groups mapped to the custom email address of an MSP. Click here to learn more about custom email configuration of MSP.
