Using Monday.com as a ticketing system?

[Eamonn (Eamonn Hughes)]

Hi all,
Can Monday.com be used as a ticketing system? or does it need a feed from an ITSM tool such as ServiceNow or ManageEngine as examples?
Can Monday.com take a support email from a customer and then create a ticket into Monday.com and then our staff work on the ticket and then send an email back to the customer?

This is a bit different from the FAQ on creating a ticket in Monday.com as that appears to be something internal that staff log tickets into Monday.com directly. In this case, my customers do not have access to our Monday.com instance.

I am working to see if I can leverage Monday.com for more or if I need to have a dedicated ITSM tool for basic ticket work from customers.
Cheers
Eamonn.

[aquibk (Aquib Zafar)]

Hi @Eamonn ,

Yes there is a way in which you can get the tickets logged directly based on the email you received in your Inbox.

It can be further customized to pick on behalf of certain keywords.

I am a certified professional, let me know if you are looking to get it set. You can reach out to me at aquibcs@outlook.com to discuss the usecase in detail.

Regards,

Aquib Zafar

[jailynnlucidday (Jai-Lynn Hoops)]

Hi @Eamonn !

Welcome to the community!

What I might suggest is using the forms within monday.com and Emails and Activities. These both combined will help you leverage a great ticketing system!

Monday.com also has some great articles about both here:
There is a full article about managing work requests.
Here is one about Emails and Activities

Hope this helps!

[Eamonn (Eamonn Hughes)]

Thank you both for the welcome and advice. I will take a look and come back as required. Great to have your feedback so quickly!

[S.h.a.n.e (Shane Cunnane)]

Hi Eamonn,

Did you ever get to the bottom of this? I’d also like to know if I could replace a separate ITSM with functionality just inside Monday? (without having to have all sorts of (costly and/or fragile?) customisations. Anything you’ve learned and can share would be much appreciated.

Thanks,
Shane

[roniav (Roni Avidov)]

Just sharing it here, in case it’s still relevant -

IT ticketing in monday.com

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