Customer use case: small business using monday CRM to manage customer orders. Each customer can have multiple active orders simultaneously.
When a customer replies to an email, the inbound Gmail integration routes the reply to the wrong item if that customer has more than one open order. There is no way to disambiguate which thread belongs to which item, causing communication to be logged in the wrong place.
As a workaround, the customer had to purchase a third party app (Supermail) to handle email attachments and communication tracking, which is an added cost they shouldn’t need to incur.
This is a known limitation of the inbound Gmail integration (single account not supported across multiple users/items) and is causing real churn risk. Multiple community forum posts reflect the same frustration.
Suggested improvement: better thread-to-item matching logic for inbound emails, or the ability to manually link a reply to a specific item when ambiguity exists.