Gorelo provides users with four distinct types of conversations within a ticket. These are outlined below:
Private Conversation
Public Conversations
Third-Party Conversations
Approval Conversation
Private Conversation
For internal communication within your Gorelo team, the Private Conversation feature can be used. This type of communication is exclusive to Gorelo users, ensuring that discussions remain confined within the Gorelo platform.
Upon accessing Ticket Detail screen, the default state of the comment editor is collapsed and set to private. To add your comment, simply type it in and press the 'Enter' key.
If you wish to use formatting tools and insert options, you have the option to expand the editor.
In private comments, you can mention specific individuals, all ticket assignees, or entire groups.
To mention a Gorelo user, simply type "@" followed by their username.
For mentioning all ticket assignees, type "@ticket".
To mention an entire group, use "@" followed by the group alias.
Note: If a user or group is mentioned in a private comment and is not initially assigned to the ticket, the act of mentioning automatically adds that user or group to the ticket.
Public Conversation
The Public Conversation type in Gorelo serves as a means to communicate directly with the contact(s) associated with a ticket. When a public comment is posted, an email notification is automatically sent to the contact(s) linked to that specific ticket.
To post a public comment, follow these simple steps:
Navigate to the "Public" tab within the ticket details. or click on the "type Public comments" in the editor
The comment editor will automatically expand for your convenience.
Type in your desired comment.
Click the "Post" button to publish your comment.
When contacts receive a public comment email sent through Gorelo, they have the ability to reply directly to the email. These replies are added as additional public comments within the ticket. This feature facilitates seamless communication between contacts and your users.
Third Party Conversation
In certain scenarios, a ticket may need communication with external stakeholders or third parties. These entities may or may not be present in our system, neither as Users nor as Contacts. However, users have the flexibility to send emails to these external addresses by adding a third party to initiate a conversation related to the ticket.
To add a third party in the ticket, follow these steps:
Click on the '+' icon and choose option Third Party to open a dialog box.
Search contacts present in Gorelo or fill Name and Email for an external contact.
Click "Save" to add the third party to the conversation.
Upon successful addition, a new tab will appear with a purple indicator. To start a conversation, simply input your desired comment and press the "Post" button.
Click here to learn more about Third party conversation.
Approval Conversation
When approval processes are necessary in a ticket, this conversation type facilitates discussions specifically related to obtaining necessary approvals. To start the conversation, you need to add approver(s) in a ticket by following these steps:
To add an Approval in the ticket, follow these steps:
Click on the '+' icon and choose option Approval to open a dialog box.
The popup displays the Approvers contacts of ticket's client. Click here to learn more about Approver Contacts.
Select the approver(s) for you ticket and click "Next" button.
This opens an editor that editor contains a Yes and No option for the approver(s) to respond.
You may also attach public comments of the ticket by enabling the checkbox (optional).
Type in your desired message and click "Submit" button.
A new tab for approval is created and an email is sent out to the Approver(s). The email incorporates links labelled as Yes and No to accept or to reject the request.
The response of the approvers are recorded in the ticket's Approval tab.