Monday Service Ticket Splitting/Separation of Communication

Feature requests
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1

Description

Currently, when a client sends an email, it can be automatically merged into an existing ticket if the system detects similarities (e.g., same email domain) or if the client replies to an existing thread but changes the subject. For example:

Existing ticket: “Re: RE: New Fair Table Folder”

New email received: “Materials”

Even though the subject lines are different, the email was merged into the existing ticket.

What are you trying to achieve

I would like a feature that allows me to split a ticket and move a specific email into a separate ticket, so that unrelated communications can be managed independently.

(I would love to attach examples, I have screenshots and a preview of the proposed look/location for the ticket splitter)

2

Hey @murphyslcp,

If you are open to 3rd party apps, I can suggest a workaround.

You try out SuperMail which is similar to Emails and activities functionality, but it documents the emails according to item ID rather than email domain. It also has some other cool benefits, e.g you can use it for approvals and escalations as it allows to embed status button within the email.