Ticketing (PSA) Close tickets faster, with every detail on one screen

PSA software for MSPs that runs your entire help desk: tickets, client communication, internal chat and time tracking. All on one record with your RMM.

Start free trialBook a demo
  • 14-day free trial
  • No credit card
  • No lock-ins
  • From $99/user/mo
Gorelo ticket list with saved views, quick filters, statuses and the latest update on each ticket
Gorelo Mobile ticket list with unread tickets and the latest comment on each
Service delivery

The service desk and everything around it

Alerts, projects, documentation and forms, plus two ways for clients to reach you: the Client Portal and Gorelo Messenger.

Client communication

Client conversations that stay professional and organized.

  • Email threading that shows only the new part of each reply
  • Third-party conversations on the same ticket
  • Templates for consistent communication
  • File attachments with preview
  • A full form builder, built in

Team collaboration

Fast team chat on the ticket, where the work happens.

  • Real-time chat within each ticket
  • @mentions and group notifications
  • Reactions and collision detection
  • Chat history that stays with the ticket
  • Shared ticket views
  • Notifications for the tickets you follow

Workflow tools

Checklists, approvals and tracking on the ticket itself.

  • Dynamic checklists that adapt to each ticket type
  • Approval flows with notifications
  • Shipment tracking with thousands of couriers
  • Assets, documents and contacts embedded in tickets

SLA tracking Coming soon

See which tickets are about to miss their first-response deadline, before the client does.

  • First-response targets for each priority, counted 24/7 or in business hours
  • Policies per client, with your choice of who gets alerted
  • A countdown on the ticket that turns amber, then red when the deadline is missed
  • Automatic escalations, notifications or notes near or past the deadline
  • SLA status and time left in the ticket list
  • One-click filters for tickets at risk or overdue
Gorelo Messenger

Your service desk on every client desktop

A desktop app for Windows and macOS with your brand on it. Clients open it from the system tray or menu bar, send a message, and it lands in Gorelo as a ticket.

Messages become tickets

Every new conversation creates a ticket. Your replies land back in the same chat, with a native notification.

Your brand, set by policy

Set the tray icon, logo, brand color and background once. Gorelo rolls it out to every device in the policy.

Sign in or chat as a guest

Users sign in with their email and a one-time code to see open and closed conversations, approvals and history. You choose whether guests can message you at all, and whether they have to leave an email address.

Learn more about Gorelo Messenger
Tickets

Every conversation, in context

Each ticket holds its conversations, status, assignees, time entries and products, with the linked asset, a running timer and the timeline, in a single view.

Gorelo Mobile ticket with its conversation, timeline and a running timer
Dashboards & views

See who's working on what

Views and Client Focus filter everything down to one client, and your dashboard shows who's viewing which ticket right now.

Gorelo dashboard with the team's open tickets, busy users, time spent and a client location map
Gorelo Mobile search across tickets, assets, clients and documents
Client Portal & Messenger

Where your clients reach you

Client Portal and Gorelo Messenger, the branded tray app. End users open it from the system tray (menu bar on Mac), send you a message, and it lands in Gorelo as a ticket.

Switching from another PSA?

Client Portal

A portal for your clients, with your brand on it

Clients raise and track tickets, fill in your forms and open the documents you share. A contact sees their own tickets by default, and you decide what else shows, per contact or per item.

Raise and follow tickets

Support requests without the email chain.

  • New tickets submitted from the portal
  • Tickets they raised, are copied on or need to approve
  • Every ticket for their company, with the “Portal - All Tickets” tag
  • A ticket summary report for the tickets they can see

Open what you share

Nothing shows until you publish it.

  • Documents with Publish to Portal turned on
  • Client documents for that client only, organization documents for everyone
  • Forms for one client, or for all of them
  • Projects shared with the contacts you add

Check invoices and devices

Extra views you turn on per contact.

  • Approved and paid invoices from the last three months, with the “Portal - All Invoices” tag
  • Remaining block or limited hours, set per contract
  • An asset summary with device health and warranty, with the “Portal - All Assets” tag
  • Quick Connect remote support tools to download
  • Remote Access to their own computers, or every computer at their company (paid add-on)

Sign-in

Microsoft 365 or a magic link

Contacts use Microsoft 365 single sign-on or a one-time email link, with the email on their contact record. No separate portal account or license.

Branding

Your logo and colors

Set your logo, favicon, brand color and sign-in background, plus a default light or dark mode, with a live preview.

Domain

Your own URL

Put the portal on your own URL. Ask Gorelo support to switch it on.

Learn more about the Client Portal

Technician-First AI

AI does the admin. Your tech sends the reply.

Gorelo AI reads every ticket as it arrives and does the legwork. Your technicians check it, edit it and decide what goes to the client.

Triage

Automatic ticket types

The most relevant type set from the subject and first inbound comment.

Triage

Automatic tagging

Up to three tags from your own list, applied as tickets arrive.

Escalation

Sentiment analysis

Frustrated clients flagged, and the right group told before anyone opens the ticket.

Catch-up

Ticket summary

A short rundown of a long timeline when a ticket changes hands.

Replies

Generate a reply

A first draft from the ticket and the latest comment. Your tech edits it and sends it.

Replies

Rephrase

Tidy a draft into your tone with one click. Nothing goes out until your tech sends it.

See how Gorelo AI works

Questions

What MSPs want to know

Is the client portal included, or is it an add-on?

It’s built in. Any contact can sign in to the Client Portal with the email on their contact record, using Microsoft 365 single sign-on or a magic link. There’s no separate portal account or license, and you can put it on your own domain by contacting support.

Can a client contact see all of their company’s tickets?

Only if you allow it. By default a contact sees the tickets they’re on. Add the “Portal - All Tickets” tag to a contact to show every ticket for their client, and “Portal - All Assets” or “Portal - All Invoices” for those reports.

How do end users raise a ticket from their desktop?

With Gorelo Messenger. It’s a branded app for Windows and macOS that you roll out through a policy. Each new conversation creates a ticket, and users can sign in with an email code or chat as a guest.

Can we email a vendor from a ticket without copying the client?

Yes. Start a Third Party Conversation on the ticket. It’s a separate email thread that leaves out the ticket’s To and Cc contacts, and it stays linked to the ticket’s history.

What happens to spam sent to our support address?

It goes to a Spam view instead of the ticket queue. Each held email shows its sender and spam score, and you can turn it into a ticket or delete it.

We’re switching PSA. Can we import our clients and contacts?

Yes. Import clients from an XLS, XLSX or CSV file, or paste them in from a table. Contacts can come from a CSV, from Microsoft 365 through CIPP, or through the Gorelo API.

Is Ticketing (PSA) included in every plan?

Yes. Ticketing (PSA) is included in Full Platform Access and in both flexible licenses. The PSA Only license covers it without remote management, and Co-Managed covers a single client. See pricing.

Customer story

“Having everything in one place with Gorelo has made a huge difference. Before, we constantly had to switch between tools, risked losing tickets, and spent time tracking endpoints manually.”

Dylan ProngerHall Computer Services
Platform

Explore the platform

All-in-one platform, one login, one record behind all of them.

Ticketing (PSA)

Tickets, forms and a client portal, connecting you and your clients.

You're here

Remote Management (RMM)

Monitor every system and device, and manage all of it remotely.

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Documentation

Client docs and passwords, organized and ready when you need them.

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Billing

Invoices, bundles and contracts, with missed billable work flagged for you.

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Automation

Rules, schedules and shortcuts that take routine work off your team.

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Projects

Multi-step client work with tasks, timelines, checklists and time tracking.

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Gorelo AI

Technician-first AI across tickets, devices and docs. It does the legwork, and your techs make the call.

Learn more

Run your MSP on Gorelo

Try it on your own clients and devices, free for 14 days.

Start free trial Book a demo
  • 14-day free trial
  • No credit card
  • No lock-ins
  • From $99/user/mo