Hi,
We have set up a ticketing system for IT through monday.com and one feature we are struggling with is to have the ticket requestor view their (and only their) tickets. Currently, I have email automations set up through Outlook that communicate the status, but it would be much more useful if there was a single board view that could be shared and dynamically filtered based on who is logged in. Is this possible within monday? The requestors do not all have monday.com accounts, but they should all be within the company email domain. Thanks!
Hi Siddhant,
Iâm not aware of an effective way to filter board views for individuals if they donât have a Monday.com account. Have you considered setting the individuals up with view-only accounts, as these are free?
Assuming theyâre submitting tickets through a form, you could then use automations to assign them to a ârequestorâ column when they submit a ticket, and set the board view permissions so only their own tickets are visible.
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Hi Megan,
We could set them up as viewer accounts. We didnât since itâs much simpler to use our current system rather than move everyone onto monday. How would the automation work if the form is publicly available and the requestor needs to enter their email? We already use these to send out emails, so this functionality cannot change. I would need a dynamic way to map any requestor email to any valid monday account with the same email, if that is possible without any 3rd party extensions.
Is there no way to apply filters dynamically in the URL? This would easily solve the issue since I can just apply the filters as necessary in the outgoing email.
If all users are set up as Viewers you should have access without affecting your seat count, as the other reply suggests. Have you used the filter for âMe (dynamic)â before? This is what you would need to save to your view that you set up. It should work if you include a column for requestor (use an automation to set it to the person who made the request - this would also require them to have the account), then use the dynamic filter on your new view 
That âmeâ filter is useful, yes, but you canât grant access/visibility to a single View in a board without giving access to all its Viewsâeven in Enterprise.
@Megan345 is absolutely right about the best solution for this: use board-level permissions to allow users to only see items theyâre assigned to.
Theyâre also right about that not working at all when it comes to submitters without Monday accounts, and that giving them limited View-Only accounts would be a good workaround.
How would the automation work if the form is publicly available and the requestor needs to enter their email?
It wouldnât. The form itself would need to be restricted to users in your organizationâs Monday account for any of this to be possible. (The good news is that if you did it this way, and gave everyone Viewer accounts, you wouldnât need them to manually enter their email address at all; your existing email automation could just use the email address associated with their Monday account, since theyâd have to be logged into it to submit the form.) Youâd just need an automation âWhen new item is created â add creator to {Submitter People column}â:
Per the board-level permissions setting described above, once the submitter is assigned to the item, they can see it (plus all of its updates and subitems.)
This will just not be possible if the form is public.
Note for onlookers: itâs also not possible if the formâs BOARD is private and inaccessible to the users filling out the form. In that circumstance, the board considers YOU the creator of every new item and puts YOU in the People column every time, even if the submitters are logged into their own Monday accounts when they submit the form. Frustrating limitation!
Is there no way to apply filters dynamically in the URL? This would easily solve the issue since I can just apply the filters as necessary in the outgoing email.
No. You can link to a specific board View or item this way, but thatâs not dynamic, and the boardâs permissions rules still govern what will appear.
[If you have an Enterprise account, you can use parameters to pre-fill form questions with values you set (search âpre-fillâ) and pass along in the URL, but this has no effect on board or View visibilityâand itâs only possible for Text-type columns/questions anyway.]
Bottom line: if you need robust form functionality (more complex conditional logic, calculations or scoring, pre-filling values with URL params, etc.) you will need to look beyond Workforms. Itâs basically one step up from Google Forms.
A few much better SaaS tools for complex/bespoke forms: Paperform, Typeform, Jotform. They can be integrated with your Monday boards too. They all come with their own subscription costs though. If you foresee your organizationâs need for robust or highly customized intake forms increasing significantly in the near future, the new subscription is probably worth considering. If not, you can wrestle Workforms into doing what you need it to in many cases, but sometimes that requires very creative (read: bizarre) workarounds.
One last consideration I want to surface: Iâm assuming you donât need your internal team to be able to comment / have conversations on user-submitted items without the Submitter being able to see. If you do need the ability to have non-Submitter-facing conversations on items, you can achieve that too, but youâll need a two-board setup. I wrote up some info on how I built one for another IT team here (more details in the comment I posted below that one).
I do this sort of thing for a livingâdespite my penchant for sharing my knowledge for free in online forums 
âand if youâd like to chat about getting some implementation support, please check out my website. I also offer each client a free 30m consultation session, during which Iâm happy to offer you as much guidance as I can.
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Oh for sure on being able to see all views - they didnât mention the data being sensitive so I didnât account for it hopefully theyâve found some solution in all of these options!
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Loving the detailed reply!
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