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Managing tickets with monday service

 

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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. Keep reading to learn how these items are added to our board. 

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Tip: The tags in the header at the top of your board directly correspond to the labels in your Status Column. When you click one of the tags, it will filter the items in your board to only show you tickets with the selected status. To deselect, click again on the same tag or select another tag to see only those items instead. 

 

  • 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 all of the information needed to resolve our tickets is supplied to the agent as soon as the ticket is opened. Data can be transferred into the board when a customer submits a WorkForm, or 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"

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The following columns are automatically filled in with values pulled directly from an incoming email:

  • Item name - this is taken from the email subject
  • Description - taken from the body of the email
  • Customer name - this is the email sender's name
  • Email - this is the sender's email address

 

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 only show 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. For more information on how to set up the form, read the "How to create a form" section. 

 

Ticket Overview 

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

 

Ticket Overview

The Ticket Overview is the perfect way to categorize and lay out all of the data you need to solve your tickets quickly and efficiently. 

 

To access the overview, click any item as if you were opening the Updates Section. Here, we can see the different aspects of the ticket divided up into sections. Let's review all of the unique functions you can find in the card.

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The panel on the left has all of the basic information about your ticket, including its name, status, priority, time tracking details, attached files, etc. 

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The right section tracks all emails and correspondence related to the ticket. 

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To reply to an email, make sure that you've integrated your email account following the steps in the "Connect channels" section of this article. Next, click the "reply" button in the thread, and begin drafting your email in the pop-up window. Once you hit "Send", you'll see the email appear in the activity log in the center section of your Ticket Overview. 

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It's important to note that the tickets are all thread-based. This means that each item represents a single email thread composed of replies back and forth. Once a new email is received, it will create a new item in the board even if it regarding an existing ticket. You can reply from right here, see whether the email has been opened, and other actions such as deleting or pinning the email to the top of your activity log. 

 

How to 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". 

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You can read this article to learn all about how to set up a WorkForm that will work for your unique needs. You can flip through the different settings tabs for advanced customization, sharing capabilities, analytics, and automations. Make sure to include the email field so that you will always know where to reply to a ticket and keep al correspondence within the thread.

Tip:You can choose which fields are mandatory to fill out and which are optional.

 

 

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To send your form to others, click "Copy form link" or click the arrow beside it for more options. You can choose from the drop-down menu different social media options, email, whatsapp, or you can use a link to embed your form or send a QR code to be scanned by customers. 

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

 

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.

Note: Only board owners can connect channels. 

 

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

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

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Next, you'll follow the steps to connect your email account. You can follow these directions for Gmail or these directions for Outlook if you need more help. 

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 you see a green check mark appear in the pop-up window. 

 

 

If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.