I found this feature request thread which is very similar to our needs.
We also are using Monday.com to receive our support tickets directly. We use the Monday.com Outlook integration to create a new pulse on a board. These pulses are then assigned to our internal staff for action and communication back to the requester.
Currently we have to manually add the requester’s email address into an Email Column on that board. We would really like the ability to populate that Email Column directly with the requester’s email address during the integration event.
Updates are created to the pulse via the cc PulseID when emails are sent and received from ‘known’ Monday.com registered email addresses. Unfortunately, this isn’t practical for our organisation as we receive support requests from many different people in our customer businesses and it’s unlikely that they would want to ‘register’ just to send an email to us.
It’s so close to being ideal for us, it’s just these two features that we find limiting.
Hopefully these can be addressed