Use Monday.com as a Support Ticket System

Platform discussions
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1

Hello all,

I am trying to use Monday as a Ticketing system to talk to one of our vendors ticketing system.

I have integrations with Outlook
(When an from is received, add it as an update)
(When an is received, create an item in )

The problem is I want to to distinguish between a NEW request and updating something with the same item (aka subject)
- Is there a filter for (When an <Email [subject does not include already known items?] > is received, create an item in )

I have a stack of Automations for when (When an update is created set to ) for visability
as well as sending emails or notifications

Basically I just want a built-in function to say “If email is received check the requestor email+item name. If its a match update otherwise create a NEW item”

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2

Hello @Tnerb,

The Duplicates and Uniques app might be able to help you out here.
Basically, it can update items if the selected columns match (in your case, email and item name), if there is no match, the newly created item will remain.

Here is a demo of the merge in action.

If you need any help with the app, you can always reach out at support@kolaai.com

3

I appreciate your reply however this is a cost-per-month add-on.

I was looking for a native/built-in solution

Furthermore the more Apps/Add-ons the greater the risk for data leaks and privacy concerns.

Looking at your profile picture you are also a sales rep for this app.

4

Hi @Tnerb,

Were you able to figure out a solution? My team is currently experiencing a similar issue with emails into our help desk. Our clients may reach out to us multiple times for various needs and having a method to track conversations by ticket is critical.

5

I have a solution for this. I will post a Tutorial for how to track conversations on a Ticket level (with custom Ticket statuses) later today. Took me ages to figure out a workaround

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