Gorelo efficiently transforms incoming emails from contacts into tickets and ensures the creation of contacts in your MSP if they are not already present. The workflow involves matching email addresses and domains to establish connections between tickets, contacts, and clients.
Matching Email Addresses
When an email is received through a contact to your MSP email, Gorelo performs email address matching with those in your existing contacts.
If a matching contact is found, a ticket is created, mapping both the contact and the client.
Domain Matching
If no matching contact is found, the system matches the domain of the recipient with the web domain of existing clients.
If a match is found, a ticket is created, and a new contact is also created. Both the ticket and the contact are then mapped with the identified client.
No Matching Domain
If no matching domain is found, the system creates a ticket and a temporary contact in your MSP.
Both the ticket and the contact initially do not have an assigned client.
Temporary contacts are identified by a yellow exclamation mark for easy recognition.
The client can be manually linked to the temporary contact and made permanent by clicking on the contact and then clicking on the pencil icon.
Alternatively, you can go to Contact List and activate the 'Temporary' view to access the list on temporary contacts. Choose a contact from the list and map it with a client to make it permanent.
