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Turkey James

9/4/2025

Helpdesk - Mark emails not to reply

I have a few services (such as defender alerts) that email my helpdesk but don't need a reply to. How do I mark that email address as a do not reply for the helpdesk to prevent errors like this?

Solution:

Add the domain to Stripped Domains 🙂 https://help.gorelo.io/articles/0818472-stripped-domains-unassociated-senders...

uwannawat

9/4/2025

Prorata Charges

Are we able to set the date from which the prorata starts?? We are not all able or inclined to process changes as they are incurred....

Turkey James

9/3/2025

Custom Fields for Assets

It seems custom fields only work for agent based assets, not manually entered assets. Is their a way to do this that I just don't know?

Turkey James

9/3/2025

Is there no way to change the ticket status fields?

I would like to add scheduled to this list, but not seeing a way to do this.

JonathanOptimisedIT

9/3/2025

Client Portal

Hey all Sorry if I've missed this somewhere, but a couple of questions on the client portal: How do they access it?! Is there a specific URL we give them that logs them into 'our' Gorelo?...

Nell

9/3/2025

Goerlo Mac Agent - Connection dependency & "OS Uptime"?

Installed the agent on a brand ne M4 MacBook Pro yesterday. Client took home and popped back online this morn so I could continue setup. Connected via Gorelo connect, had to change user and lost connection. Could not connect again. I issued a restart command from Gorelo and lost contact altogether. I'm sure its a case of not understanding how the Mac agent works and the conditions required for the device to appear as online (other than an internet connection etc..) and available in the Gorelo assets section and connectable by Gorelo Connect. If anyone can clarify or point me to docs/discord posts that I have missed please do. Also, and slightly related, keen to understand how the "OS Uptime" metric reports. I have noticed on some machines (Mac & Windows) that even after a reboot the "OS Uptime" on the asset tab will report something like "10 days 17 hrs 28 min". Is it dependant on teh "type" of reboot etc?...

Acuuis

9/2/2025

Ticket Description in email or portal?

I’ve noticed that when we post a public comment, the ticket’s assigned contact receives an email and can also view the comment in the portal. We have a retail client with an in-house IT manager who values visibility into what’s happening at their retail locations. However, it seems he cannot view the ticket description unless it is added as a public comment. Is there a way to make the original ticket description, entered at ticket creation, visible in the portal without requiring it to be copied into a public comment?...

Awox

9/2/2025

Ticket statuses?

Is there a way to add additional ticket statuses? (perhaps limited to different groups?) For example: - If I wanted to mark a ticket as Waiting customer or Waiting parts or Waiting vendor - if I wanted "sales tickets" to be tracked similar to an opportunity Pending/Quoted/Won/Lost...

DigitalDoctor

9/1/2025

Notifications

I've been playing around learning Gorelo, but here something I can't figure out. Notifications when a new ticket comes in. I get a ding on my mobile device when I get a new ticket, but that's it. I don't see an email that comes when a new ticket is created. Additionally when I comment to the contact, and they reply, I don't get notified of that either. I'd really like an email when someone replies to a ticket, is that possible?

Mason [BMT]

9/1/2025

Auto Resolve / dismiss alerts

Do alerts that aren't any longer an issue e.g. huntress not being installed auto Dismiss or do they need to be manually dismissed?

Solution:

For Huntress, you will need to dismiss them. For Checks, you can configure them with 'Auto-Close alert when check is successful in the next run'. We do have upcoming improvements to the Huntress plugin, so I will add this to the mix 🙂

Nell

9/1/2025

Contacts - Adding additional email addresses / aliases issues

Wanting to add a "cc" to a ticket. When I try and add it prompts to search for contact or create a new one. Does this have to be a contact as sometimes useful to include a third party in the thread but not necessarily have them as a registered contact. Also, I have another scenario where I need to add an alternative email for a contact in a ticket so they receive updates on a personal email address. I have tried to add an alias to the contact record but when I hit "Update" the alias disappears. In this instance adding a Gmail email address as an alias. Anyone experienced this or just me?...

wassuuupppp

9/1/2025

Ticket Overview Highlights

Hi, Could any help me confirm the function of three aspects of the main Ticket view that I couldn't find in the Help? 1. Tickets get a Blue Border: I know this relates to Read/Unread state, but is it "I personally haven't read the latest update", or "no one on my team has read the latest update"? And which actions in the ticket are expected to trigger an Unread state? 2. Ticket has a blue dot next to the date? 3. Pending Tag next to the status: I found previous comments, "'Pending' means that a public-style comment has been sent and the ticket is pending the client's reply."...

Awox

8/31/2025

GoreloConnect for client usage?

Is it possible to have a locked-down client view for internal IT at one of our customers that would let them use Gorelo to provide support to their devices? Primary need is for them to list and remote into endpoints, anything beyond that (such as access to ticketing) would be a bonus....

santig

8/31/2025

BAA

Does Gorelo sign Business Associate Agreements?

flummoxed

8/29/2025

Client Linking

We have a customer that uses a common domain name for multiple entities. They have a holding company with several corporations under that umbrella. Example: Acme Management Inc (acme.com) - Acme 1 Inc (acme.com)...

Grissom Tech

8/29/2025

Slide Backups

I am sure MSPs are implementing the Slide Backup agent on machines. Has anyone ran into any issue (if using SentinelOne)? There is a warning in the Slide documentation that worries me. "If you are using SentinelOne, you must follow these steps as the Slide Agent will not work properly otherwise, and a bug in SentinelOne may render your Windows system unbootable." I have added all the exclusions based on the Slide docs. Just need some production reassurances that everything is ok, before I add to a production machine....

Awox

8/29/2025

Tag via Custom Field

Is it possible to set a tag via Custom Field? For example if I wanted a Custom Field for coverage/plan level of an asset, and then have a tag that includes items based on their custom field value?

jonrogtech

8/28/2025

Xero Product Sync

Do products sync to / from Xero? I've seen where it's a one-way sync with QBO, but I haven't seen data transferred either way with Xero. Just making sure I'm not missing something....

Solution:

Xero works a bit differently and doesn't require a product to match to. We push products onto the Xero invoice at time of creation -- one way thing but it's not a sync.

wassuuupppp

8/28/2025

Multiple Gorelo Clients with same Xero Billing Name

Will it work if I create multiple clients with the same Billing Name + Xero Billing Name? Seems to allow me to create the clients. Use case is a large client with several locations that each have separate M365 tenancies, separate site managers, etc, but they need billing to go to a central holding company....

Solution:

Yes, give them the same Billing Name in Gorelo and just double-check they're all going to the same Xero Contact via the Xero integration mapping page.

mago64

8/28/2025

Edit Contract Labour Type

Hi all, I have a contract setup and all working but noticed i made a mistake on the Labour type, set it to Unlimited hours but want to change it to another type but it looks like this is the only part I'm not able to modify/edit. Is there a way to edit this or do i have to create a whole new contract for them?