Hi, I’m currently helping a client with her monday setup.
One of their Usecases is an IT service desk. There’s a template for that and we’re using that already. Just adjusting it so it works like a real Service Desk. Unfortunately I was almost shocked to found one missing feature in outlook integrations: “Send updated to email in email column”.
But so that you guys can understand this lets start from the beginning:
A user raises a request using the built in form. Here we use the email field as identifier as not all users have monday accounts.
The Helpdesk takes that request and process it further.
Now here comes the problem. All communictaion should happen through that ticket, so if the guy in
the Helpdesk has a question he should be able to write it in the ticket. As in create an update. This update should be sent out to the email in the column, which doens’t work now.
Then the reply comes back from the user via email using the Outlook integration “When and email from this email column is recieved add as update”, which works fine.
Then after doing the work the ticket can be closed.
So here we clearly miss that integration to send updates to emails in email columns, which seems very basic.
Can you add that please?
If I haven’t mentioned it, all this should be using outlook in this case.