We are moving from Freshdesk to Monday Service and CRM apps. While trying to replicate the Freshdesk experience on the Monday platform, we are encountering some challenges. Here are the specific questions:
- I have an automation that notifies the support agent group when a new ticket is created via email. How can I include the incoming ticket contents in the Monday notification email?
- When an agent responds to a ticket on Monday, the requester receives an email notification and can reply to the ticket via email. Monday then notifies the agent about the customer’s response. How can I include the customer’s reply in this notification?
- With Freshdesk, an agent can reply to the email notification, and the response is captured as a ticket comment. The customer then receives a notification about this comment. Does Monday have an automation to facilitate this?
- Freshdesk has a mini-CRM with Contacts and their Companies. All tickets from contacts are automatically attached to the sender’s Company, allowing you to view all tickets the Company has raised in a single view. Within Monday, I can connect the Service Tickets board to the CRM Accounts (similar to Freshdesk companies) and manually assign the Account to each ticket. How can I make Monday do this automatically based on the email’s From address?
Any assistance in answering these questions would be appreciated.
Thanks!