Who can use this feature

Available on monday service

An influx of tickets can be overwhelming and difficult to track and organize. That's why we've prepared a board that does it all for you! monday service's Tickets board presents a system to process incoming tickets and stay on top of open tickets with filters, automations, and built-in infrastructure for communication about everything needed to close them as quickly as possible. Let's dive in to learn all about the board. 

The basics of the board 

The monday service Tickets board is designed to manage incoming and open tickets and to keep all relevant information in context. It will help facilitate all communication right inside the ticket, and will even notify you and automate processes when new emails are sent or received. Let's take a look at how the board has been set up for you.

Items 

Each item on our board is an independent ticket. 

Groups 

The items on your board are divided into groups based on their status and move dynamically throughout the board when the status changes. 

Let's take a look at each of the groups:

• Unassigned tickets - all new tickets are automatically assigned to this group. Here, you can see all of the submitted details, and assign an agent. The board automatically begins tracking time taken from the moment an item is added to this group until the first response and then until resolution. 
• Open tickets - tickets that have an agent assigned or have had their status changed from "New" to any active status will be automatically moved to this group. 
• Waiting for response - items are moved to this group when the status is set to "Awaiting customer". The status is changed automatically whenever an email is sent to the customer and can also be changed manually.
• Resolved tickets - items are automatically moved here when the status changes to "Resolved". This group appears on the Main Table View, but is hidden from the "My & Unassigned" default Table View. 

Columns

Columns set the structure for our tickets and ensure that the agent receives all of the information needed to resolve them as soon as the ticket is opened. Data can be transferred into the board when a customer submits a WorkForm or is filled in manually by the assigned agent or manager. 

Let's take a look at some of the key columns:

• Item name - the name of your item reflects the general subject of the ticket
• Description - this Long Text Column allows the customer to include more details about what they need
• Agent - a People Column allows a manager to assign an agent, or for a team of agents to assign themselves to relevant tickets
• Customer Name - this is a Text Column, but it can also be a People Column if you're working internally with people in your account 
• Status - labels correspond to the groups in your board and help your automated flow move along, while giving you an update of the ticket's status at a glance
• Request type and Priority - these Status Columns help us further categorize our tickets to understand the types of tickets received and their prioritization 
• Resolution date - this Date Column uses an automation to assign the date that the item's status is changed to "Resolved"
• Participants - this column keeps everyone included on the ticket conversation across email and the Customer Portal. When a ticket is created or updated from an email, any CCed email address that is not yet listed in Participants is added automatically. When an agent replies from the ticket, the email composer pre-fills the relevant To and CC recipients based on the ticket’s email thread and the Participants list, so replies keep the right people on To and CC. Anyone listed as a participant can also view and engage with the ticket directly in the Customer Portal.
• SLA column - The SLA column is designed to track and measure the time to resolution for tickets, from their creation until they are marked resolved. It provides a live timer on the Tickets board, showing clear indicators for tickets that are within target, about to breach, breached, or paused.

The following columns are automatically filled in with values pulled directly from an incoming email: Item name is taken from the email subject, Description is taken from the body of the email, Customer name is the email sender's name, and Email is the sender's email address. If the email includes copied recipients (CC), those email addresses are captured automatically in the Participants column.

Automations

The Tickets board includes a set of pre-configured automations designed to help support teams stay organized and responsive. These automations handle status updates, move tickets across groups, and timestamp activity, keeping your ticketing flow clean and efficient.

Here’s a breakdown of how each automation supports your workflow:

• When Status changes to 'Awaiting Customer' move item to 'Waiting for Response' group: Organizes tickets by progress.
• When Status changes to 'New Reply' move item to 'Open Tickets' group: Highlights customer replies by returning the ticket to the team's active work queue.
• When Agent is assigned move item to 'Open Tickets' group: Tracks ticket ownership and brings it into the active queue once an agent is assigned.
• When an item is created set 'Creation Date' to today: Automatically timestamps new tickets.
• When Status changes to 'Resolved' move item to 'Resolved Tickets' and set 'Resolution Date' to today: Keeps resolution dates accurate and organizes completed tickets.
• When email reply is received in 'Email' set Status to 'New Reply': Updates the ticket’s status automatically based on incoming messages.
• When new email is sent to this 'Email' set Status to 'Awaiting Customer': Keeps ticket progress aligned with outgoing messages.

View your data differently 

There are a few board views set up to help you pull certain sets of data from your board. Let's take a look at them in this section.

My Tickets

The Tickets board's default view has been set to the Table View called My Tickets. This view is filtered to show only open items that have not yet had an agent assigned or are assigned to you. In addition, less relevant columns are hidden from view. 

Main Table View

The main view shows all of the groups and columns in the board, with no filters or hidden elements so that you can see all of the data included, exactly as is. 

Form

If you choose to create a WorkForm as a way to receive new incoming tickets, the Form View will also appear as a view of your Tickets board. You can customize the form, and send it to customers both internally and externally. 

Ticket Overview

The Ticket Overview is found in the item's Card View, which is accessed by clicking the item name or the Updates Section. Here, you can track all communication, ticket status, and data, and all relevant details needed to solve the ticket.

Create a form

Using a WorkForm to add new tickets to your board will be a game-changer for your workflow. The WorkForm is one of the two channels you can connect to your board, and can be sent to account users as well as external customers. It allows people to create tickets without having access to the board. 

To create a Form View, click the + beside your views' tabs and choose Form:

You can then navigate to the different tabs for edit, design, and settings. This article explains how to set up a WorkForm that meets your unique needs.

Pre-filling form fields provides a faster and more personalized submission experience. Using the Account pre-fill option, you can automatically populate the email field when a submitter is logged into their monday.com account or the Customer Portal. This saves submitters from having to enter their email manually.

Note: The Account pre-fill option is only available on the Enterprise plan. 

To enable email pre-fill, open your form’s edit page and click the email question’s settings. Toggle on Pre-fill value, select Account as the source, and then select Email as the field. You can also choose to hide this question from submitters if needed.

To send your form to others, click Share form in the right corner of the screen. A new screen will open with different sharing settings. Click the arrow beside the Copy link blue button to expand sharing options. You can choose from the drop-down menu different social media options, such as email and WhatsApp. You can also use a link to embed your form or send a QR code to be scanned by customers. 

And you're ready to go! Every submitted form will become an item in your Tickets board. 

Connect channels 

Note: Only board owners can connect channels.

There are two different channels that can be connected to your tickets board. The first option is to create a WorkForm, as discussed in the section above. The second option is to connect an email. With an email address connected, each new incoming email will become a new ticket, automatically inputting the relevant information into the column fields.

To connect your email, click the Channels button at the top of your board:

Choose between the 3 options: Gmail, Outlook, or create a monday Inbox:

Note: An email can only be connected to one Tickets board at a time. Connecting the email to a new board will automatically disconnect it from the previous board.

Next, follow the steps to connect your email account. After this step, you'll be redirected back to your board, where you can choose the email address you've just connected and close the tab when a green check mark appears in the pop-up window.

Merge duplicated tickets

If multiple tickets are created for the same request, you can merge them to avoid duplicate work and keep communication in one place. When you merge tickets, one ticket stays open as the primary ticket, and the other ticket(s) are merged into it and closed.

To merge tickets from the board, select at least two tickets. A toolbar will appear at the bottom of the board. Click Merge:

 Choose which ticket should remain open as the primary ticket, and then click Merge again to confirm:

You can then choose the status that the merged (secondary) tickets will be closed as:

After merging, the secondary tickets are closed, and all requesters and participants are added to the primary ticket. Requesters whose tickets were merged will automatically receive notifications, and any future replies they send will be redirected to the primary ticket. A merge event is also logged in the ticket timeline.

Note: Tickets can only be merged within the same board. Messages from the tickets you merge won’t be copied into the primary ticket’s timeline. You can’t undo a merge, and the primary ticket keeps its original details (the other tickets’ field values don’t carry over).

Sidekick duplicate suggestions

In addition to merging tickets manually, monday sidekick can proactively detect likely duplicates for you. When you open your Tickets board, Sidekick scans recent open tickets and surfaces a suggestion when it detects that two tickets from the same requester are likely about the same issue.

When a duplicate is detected, a Sidekick icon appears next to the relevant ticket on the board. Hover over the icon to see a tooltip confirming that duplicate tickets were found, then click it to open Sidekick with the merge suggestion already prepared.

From there, review the suggested ticket pair, select which ticket should remain as the primary ticket, and confirm. Sidekick closes the duplicate and consolidates all collaborators into the primary ticket; the same outcome as a manual merge, initiated automatically.

Note: Sidekick only evaluates open tickets created within the last 30 days, from the same requester, on the same board. Closed or resolved tickets are not included. Detection requires at least two signals to match: similar ticket name and similar description. Shared category can strengthen a match but does not trigger a suggestion on its own.

Handle tickets with monday sidekick 

monday sidekick helps your team handle tickets more efficiently from the Tickets board.

You can use it at the board level to review workload, surface urgent issues, and identify useful patterns across tickets. You can also use it at the ticket level to get help with a specific request.

For example, sidekick can help summarize ticket context, recommend next steps, draft replies to requesters, and find similar resolved tickets. At the board level, it can also help teams spot workload imbalances and surface tickets with breached or at-risk SLAs so they can prioritize work more effectively.

Note: Some monday service entities have unlimited AI credits, with no limitations on column types or usage! This only applies to the Tickets, CSAT survey, and Incidents boards. AI blocks used in workflows on service boards will still count toward the credit usage. If you are an account admin, you can keep track of your AI credit usage in the administration section under AI governance.