Start timer on receipt of form fill

Platform discussions Special workflows & use cases
1

Hi, all, hoping you can help. I’ve reached the end of my rope on this one.

The use case is a support ticketing system for our customers, using a Monday form.

Basically, we want to track the time it takes an employee to close out a support request – starting as soon as the form is submitted, and ending when the employee marks the task as “Done.”

Along the way, we need to auto-assign all incoming tasks to the correct employee, based on which “Support Topic” is chosen by the customer on the Monday form. (I’ve been using a Status column for the Support Topics, which may or may not be ideal.)

So for example, the customer fills out the form, and selects “Shipping” as their Support Topic.

When the form is submitted, it should automatically assign itself to Mary Jones in Shipping.

At the same time, it should automatically start the Time Tracker on the task. The time tracker should keep ticking until Mary marks the task as Done.

Any suggestions for how to structure such an automation?

Thanks in advance!

2

Set up automations in Monday.com to track support request times:

  1. Auto-Assign Tasks: Use the “When status changes to something, assign someone as assignee” automation to assign tasks based on the “Support Topic”.
  2. Start Time Tracking: Set the “Start Time” to the current date when the form is submitted.
  3. End Time Tracking: Update the “End Time” when the task is marked as “Done”.
  4. Calculate Time: Use a formula column to calculate the time difference between “Start Time” and “End Time”.

This setup will help you track and manage support tickets efficiently.

3

Hello,

You can use a Formula column or Dashboard widgets in Monday.com to calculate the time difference between when a task is created and when it’s marked as “Done.” This will give you a clear view of how long each support request takes to resolve, making it easier to track and improve your team’s response times.

4

I was able to get the Time Tracker to start when the task is created, thank you.

However, I still can’t figure out how to assign the task to a specific person based on which Support Area the customer chooses on the form.

The following rule doesn’t work, I think because the status isn’t being changed, it’s being created :

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image1683×125 17.2 KB

BEFORE FORM SUBMISSION:

  • Customer chooses a Support Area

ON FORM SUBMISSION:

  • Time tracker starts (solved)
  • Task is automatically assigned to a specific person based on “Support Area” selection