Support ticketing system

Hello

Is anyone successfully using Monday as a support ticket system?

If so would you be able to share your setup? Spending a fortune on Zendesk and would happily accept an inferior setup as long as it worked reliably

Thanks

1 Like

hi Ben, @handsup

It all depends what kind of functionality you expect from such a system. I have an app that assigns agents to tickets automatically. In a newer version of the app the group of agents is listed in a group and when an agent set it’s status to Available the next incoming ticket will be assigned in a Round Robin fashion. What are the key functionalities you are looking for?

Thanks. Key functionality for me would be:

  • Turn initial emails to support@ email address into an item
  • Email conversations with client about each ticket managed from within Monday
  • Status changes and notification to item owner when client replies

@handsup - Are you planning to have your clients be Guests on the support board? Will each client be on their own board or in one combined board? I’d be happy to chat with you about how we moved from a WHMCS ticketing system years ago to monday․com, and it works great! You can book a time here: Book Polished Geek: more with monday.com

Really interested in peoples experiences on this one as I’m trying to setup a similar process… A mail redirect from your mail platform to the board email address is simple enough to achieve your first aim but I’m most interested in how you could tie an email conversation to an item (if you can). my concern would be that the replies would still be sent to your support mailbox and would either be ignored by your mail forward rule or would create new unlinked items. Point 3 seems easy if you can cover point 2 :slight_smile:

@mark.hay here is another forum post that discusses the email tracking bit: Integrations with outlook: Full recording of email conversations in pulse updates - #12 by jackjack2202

I haven’t tried tracking full email conversations in monday.com items, but am interested to do so. If you try out the app or find a different method keep me posted!

Tim

Hi @timlittletech , check this out - CommuniHub App for emails and activities – Support

Seems to be a free built in app - works as a widget in the updates section and tracks emails to and from. I’m only starting to play with it but seems to do what i want - can also trigger automations to set status, start time tracking and assign to agent. pretty good on the face of it!

Let me know how you get on or if you find something better

thanks
Mark

1 Like

awesome. thanks for the tip, I’ll definitely get in there and play with it. would be a big win for me and clients i have set up monday.com for.

Thanks!

On the face of it maybe, but unfortunately doesn’t work as required right now.

The one thing that does seem to work is threaded replies within the CommuniHub tab, but not much else. e.g.

  • The initial support ticket is an item update, but any replies have to come from the CommuniHub tab, so to include the original reply you’d need to cut and paste

  • Every subsequent reply also creates a new item as well as the threaded response, making for a confusing mess

  • I couldn’t make the status change automation (from email received / reply) work

So in short - it’s a start but I wouldn’t recommend using this just yet. Hopefully improvements are coming!

Sorry to hear that Ben, definitely worth a play as worked ok for me with no real config. You just need to remember to launch your communications from within communihub - it BCCs the item so replies appear there and to make life simple you can add the automations from within the settings on the commuinihub widget.