Questions about transitioning from Freshdesk to Monday.

Platform discussions Special workflows & use cases
1

We are moving from Freshdesk to Monday Service and CRM apps (Pro account). While trying to replicate the Freshdesk experience on the Monday platform, we are encountering some challenges. Here are the specific questions:

  1. I have an automation that notifies the support agent group when a new ticket is created via email. How can I include the incoming ticket contents in the Monday notification email?
  2. When an agent responds to a ticket on Monday, the requester receives an email notification and can reply to the ticket via email. Monday then notifies the agent about the customer’s response. How can I include the customer’s reply in this notification?
  3. With Freshdesk, an agent can reply to the email notification, and the response is captured as a ticket comment. The customer then receives a notification about this comment. Does Monday have an automation to facilitate this?
  4. Freshdesk has a mini-CRM with Contacts and their Companies. All tickets from contacts are automatically attached to the sender’s Company, allowing you to view all tickets the Company has raised in a single view. Within Monday, I can connect the Service Tickets board to the CRM Contacts and automatically set the Contact column based on the sender’s email address. Each Contact has an Account column, connected through the CRM Accounts board. How can I configure Monday to automatically set the ticket’s Account column based on the Contact column? The account field must be captured at ticket creation, as the Contact’s parent Account may change over time.

Any assistance in answering these questions would be appreciated.

Thanks!

2

Hello @bravos
These are common gaps people hit when moving from Freshdesk.

For notifications, monday can only include values from columns. It can’t pull the full incoming email or reply text into a notification the way Freshdesk does. The usual workaround is saving the email content in a long text column and referencing that in the automation.

For agent alerts on customer replies, it’s the same limitation. If the reply lives only in the conversation thread, agents need to open the ticket to read it.

Replying directly to the notification email to add a ticket comment isn’t supported in monday Service right now. Agents need to reply inside the ticket instead.

On the CRM side, you’re thinking about this the right way. Native board connections won’t snapshot the Account from the Contact at ticket creation. To lock it in, you’ll need Make or the monday API to copy the Contact’s current Account into the ticket when it’s created, so it doesn’t change later.

Hope that helps set expectations while you’re migrating.

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