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.
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.