Gorelo provides "Shortcuts in Tickets" that lets you execute a series of ticket related actions with just a single click.
Setup Ticket Shortcuts
1. Click on the Settings > Ticket > Shortcuts icon from left navigation.
2. Click on Add Shortcut button.
3. This opens a popup, click on the Add action to list down the actions that you want on your ticket to execute on application of this shortcut.
4. Add actions, their values and click Create button.
Trigger a Shortcut in a ticket
You can now use the new shortcut in your tickets. To do so, follow below steps
1. Go to Ticket screen, click on the shortcut icon to reveal the list of available shortcuts.
2. Click the shortcut you wish to trigger.
3. It will automatically perform all the actions you've saved in it.
Actions in Shortcut
Here's a list of actions that you may trigger through a shortcut.
Title
The Title action lets you update the title of a ticket on shortcut execution.
By default, a title variable is present that will replace with the original title of the ticket on its execution.
The plus icon lets you add the title variable in the value field.
Public Comment
The Public Comment action posts the public comment in a ticket on shortcut execution.
If the "Post Comments" checkbox is disabled, a confirmation popup will appear for the user before any action is performed on the ticket. This feature ensures that users are prompted to confirm their intention before proceeding with any operations related to posting comments.
To ensure that your ticket transitions to the Pending state upon shortcut execution, simply enable the "Post with Pending" checkbox.
When you type {{ you'll see a list of available variables. These variables will replace with the actual values on shortcut execution on ticket.
Private Comment
The Private Comment action post the private comment in a ticket on shortcut execution
Just like Public comments, you can use variables in Private comments too.
Status
The "Status" action enables you to modify the status of the ticket upon shortcut execution.
When setting the status to "On Hold," you have the option to specify the reason for placing the ticket on hold.
Similarly, when setting the status to "Closed," you can choose whether you want to close the ticket tab as part of the shortcut execution.
Lead Assignee
This action allows you to designate the Lead Assignee for the ticket.
Assisting Assignee
This action allows you to designate the Assisting Assignee for the ticket.
Watchers
This action allows you to designate the Watchers for the ticket.
Priority
You can adjust the priority of the ticket through the use of shortcuts.
Groups
You can add more groups to a ticket with the help of shortcuts.
Checklist
Checklist action lets you add a checklist in ticket upon shortcut application.
The template dropdown fetches checklist templates that have been saved with the visibility type set as Public or Shortcut. For more details about checklists, please click here to learn more.
If you pick a template with the Shortcut visibility type, you'll see a pen icon button right next to the field. Just click that, and you can tweak the template to fit your needs.
Tag
You can add more tags in a ticket by using the shortcut.
With a snooze shortcut, you can trigger delayed actions on a ticket. You may delay those actions for minutes, hours, days, or even a time that you can provide on trigger. Click here to learn more about wait block.
Time Entry
You can streamline common user actions by predefining standard efforts using the "Time Entry" action. When this shortcut is triggered in ticket, it will automatically add the saved time entry to the ticket.
