hi there - we use Monday as a ‘help desk’ ticketing system where we have integrated Outlook so all emails sent to the support email are fed into the ‘new requests’ Group
We can add updates when emailing back and forth by copying and pasting the unique email link provided in the Item. However I wanted to know if there was a better way to do this or if it can be automated? I could not find the answers - but it is a lot of manual work for us to copy and paste emails or copy and paste that link into the CC field (and often our co-workers do not reply all) - would love to know if there is a better way!
With the emails and activities widget, those emails will automatically show up connected to the item. Which product (CRM/Work Management, etc) and level (Pro/Enterprise) do you have?
Hey @jenoooo you can also try Supermail, it’s a marketplace app that let’s you send emails directly from Monday and logs in all the replies within the item.
I honestly would suggest switching to Monday. com Service. My team switched from using Monday. com Work Management to Service for our ticketing system and it is 10000x better.
In monday service, you get built-in ticket handling, SLAs, and automation around things like escalation or auto-closing after inactivity. You also get an inbox view so teams can work from a centralized queue, assign tickets, and respond right inside monday.
Other nice touches are multiple forms feeding into the same ticket board, internal notes (separate from customer-facing replies), and better reporting for support KPIs like first response time, resolution time, and ticket backlog.
