We are exploring Monday Service to handle our Customer Order Support Requests.
We tried to use our generic SFDC case management platform, but found that when an email comes in unless someone replied to the email from SFDC a reply from someone else included on that email that wasn’t in case management, we would end up with a duplicate case. We then spent a lot of time wasted merging cases.
So with Monday Service, I’d like to understand that under the same scenario, as I’m going to end up with multiple entries or is it clever enough to know it was from the same email chain and therefore it will keep everything under one item?
Monday Service does a better job at threading emails into a single item compared to Salesforce’s standard case management setup, but whether it prevents duplicate entries completely depends on how it’s configured.
How Monday Service Handles Email Replies:
When an email is received, Monday Service creates an item for that request.
If someone replies from within Monday.com, the system tracks that response and keeps the conversation under the same item.
If an external recipient (not in Monday) replies, Monday Service attempts to match the email to an existing item based on the email thread.
CCs and forwarded emails may still create new items, depending on how they’re handled.
Potential Issues & Solutions:
If external replies create new items
Check your email integration settings to ensure replies are being recognized as part of the same conversation.
Using a shared inbox in Monday Service instead of individual email forwarding can help keep emails grouped under one item.
If duplicate items still appear
Monday WorkForms or a structured intake system could help ensure all responses get funneled into the right item.
Automations can merge or tag duplicate items if they match based on the email subject or sender.
If tracking across multiple email threads is needed
Unlike SFDC, Monday doesn’t have a traditional case merging feature, but you can use subitems or connected boards to keep track of related requests.
Final Takeaway:
Monday Service is better than SFDC in recognizing and grouping replies under the same request, but external emails with modified subjects or forwarded messages can still create duplicates. If that’s a concern, you may need to tweak email handling settings, automations, or use a shared inbox to reduce case duplication.
If this is critical to your workflow, it may be worth testing a few real-world email chains in Monday Service before fully switching over.