Hello,
I am a technical support engineer, and I recently discovered the amazing Emails & Activities feature in Monday.com. This feature seems to have the potential to create a ticketing system similar to Zendesk, and I have been conducting tests to explore its capabilities.
However, I have encountered a significant issue:
When customer inquiries are sent to our technical support email address, an item is successfully created in the Incoming group using the default automation, and the email’s content is displayed in the Updates section. However, it is not possible to reply to the email directly from Emails & Activities.
The only workaround I’ve discovered so far is to compose a completely new email with the same subject line prefixed by “Re:”. Unfortunately, this creates a brand-new email thread, making it impossible to view the customer’s initial inquiry in the context of the thread.
This limitation is causing challenges in maintaining seamless communication with customers.
Could you provide guidance on how to address this issue or suggest any potential solutions?
Thank you