Who can use this feature:

Available on monday service

Only board owners can connect channels 

Tickets are input into your ticket management board via channels. You can choose from a few different available channels, including connecting an existing email inbox, using a Ticket form, creating a custom Service Inbox, and more! Let's review all of these options. 

Which channels are available?

There are a few options available that will allow you to input incoming tickets into your monday service Tickets board. Each option will be discussed in depth later in this article. The channels are:

• Existing email inbox: Gmail or Outlook. On monday service Enterprise plans, Outlook also supports connecting a Microsoft 365 shared mailbox.
• Portal AI chat: create a portal with AI chat so Service AI agents can resolve tickets automatically
• Create a new Service Inbox
• Use a Ticket form
• Microsoft Teams: available on Enterprise plans, lets employees submit and track requests directly from Teams

Note: The Channels setup button is only found at the top of your Tickets board. 

How does it work?

Each incoming email or ticket submission creates a new item on the Tickets board in the Unassigned tickets group. When an agent replies to the customer, they reply from the same channel (email address) that the ticket was sent to. Replies back and forth are all maintained within one thread and can be found in the Ticket Overview page of the ticket's item.

Note: When sending an email on the Ticket Overview page, you can upload files up to 15MB large. This limit applies to flies from both the From computer and the From file column options.   

This means that if, at any point, the customer or agent sends a new email rather than replying to the thread, it will not appear here within the ticket. If the customer sends a new email, even if it is related to the open ticket, it will be added to the board as a new ticket. 

Which data will come from the channels?

Depending on which channel you choose, you will have different data automatically filled into your board from an incoming ticket. 

Existing email or Service Inbox

If you generate an incoming ticket through the reception of a new email in your existing or custom Ser Inbox, the board will pull data automatically into the following fields:

• 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

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.

Ticket form

If you use a Ticket form to generate incoming tickets, you will be able to customize exactly what details a customer will have to fill out in the form. You can choose to make certain questions mandatory, while others may be optional. All of the data will be automatically translated into the columns in your board so that you will have all the information needed to solve your tickets in one place. 

How to create a Service Inbox

Turn your monday service account into the ultimate ITSM ticket management system with a custom Service Inbox! You can create a unique monday email account that's directly managed through your Tickets board. Let's take a look at how to set it up and customize it. 

From your Tickets board, click the Channels button at the top of the page:

Now, click Service Inbox to create a custom email inbox just for your ticketing system:

Customize the channel name and the email address (before the "@"). Click Connect channel:

Note: Currently, you can not customize the second-level email domain (after the @), but we are working on it, so stay tuned! 

When you're finished, you'll get a confirmation with a preview of your new email domain. 

You'll now see the number of channels you have connected indicated at the top of your board. You can always go back in and connect others to add more than one way to receive tickets.

Note: To help keep your mailbox focused on actionable requests, monday service automatically filters out certain auto-reply emails. Incoming emails that include the Auto-Submit header with the values auto-generated or auto-replied are excluded and won’t appear as new incoming emails. This filtering applies to email channels.

How to connect an existing email 

To connect your email address, simply click on the Channels button at the top of your Tickets board:

Now, choose either Gmail or Outlook. Choosing this option will create a new item on your board from each incoming email to the chosen inbox. 

Follow the steps on your screen to connect your email inbox. 

Important note: When the connected email resets its password, the channel is disconnected, causing tickets to stop entering the Tickets board.

If you connect an Outlook inbox as your channel, it's worth knowing about one behavior you may see in the email composer when replying to tickets.

When you reply to a ticket from Outlook, the email composer may show a warning that the reply may not be sent because the selected inbox isn't part of the original conversation.

This can happen when the customer's original email went to a distribution list. Your mailbox may belong to that list, but because it wasn't listed directly in the thread's email headers, the email composer can't confirm it as part of the original conversation.

Note that this warning is just a caution. You can still send the reply, but confirm that the selected From inbox is the correct mailbox for the conversation before sending.

Note: If your account also uses monday CRM and applies the Never log feature to specific users there, emails from those users may not create tickets on your Tickets board, even though the email channel itself is connected and working for everyone else. If you notice this pattern, please contact our support team.

 

How to connect an Outlook shared mailbox

Who can use this feature:

Available on Enterprise plan

Note: A shared mailbox is a specific Microsoft 365 mailbox type where sign-in is blocked by default; access is granted to licensed users through Full Access, Send As, and/or Send on Behalf permissions. If your team's current setup is actually a Microsoft 365 group, a distribution list, or a mail-enabled security group, it isn't a true shared mailbox and this feature won't apply. Check with your Microsoft 365 admin to confirm the inbox is configured as a shared mailbox before connecting.

If your team manages requests through a shared address (for example, hr@company.com or it@company.com), you can connect a Microsoft 365 shared mailbox as a channel. Once connected, every new email sent to the shared address creates a ticket on your Tickets board, and agent replies are sent from the shared mailbox address!

To connect a shared mailbox, click the Channels button at the top of your Tickets board:

Select Outlook shared mailbox from the list:

In the Connect Outlook shared mailbox window, enter the shared mailbox email address, and then click Connect channel. Sign in with an Outlook account that has access to the shared mailbox. Once the connection succeeds, you will see a confirmation message and the shared mailbox will appear in your connected channels list.

Note: The Outlook account used to sign in must have access to the shared mailbox. Your Microsoft 365 plan also needs to include a Business license or higher. Outlook shared mailboxes hosted on-premises are not supported.

To keep in mind when connecting a shared mailbox

If you see an Email address is already in use error message, it means the Outlook login you are using is already connected to monday.com through another Outlook connection on your account, so the shared mailbox connection cannot be completed.

Note: You can only have one Outlook connection active at a time. If that Outlook login is already connected, you’ll need to disconnect the existing connection (or use a different login) before connecting the shared mailbox.

To fix this, disconnect the existing Outlook connection, and then try connecting the shared mailbox again. To disconnect the existing Outlook connection, open the Autopilot hub, select Connections, and locate the Outlook connection under My connections:

Remove the connection, and then return to the Tickets board to connect the shared mailbox.

If you see an Approval required screen during sign-in, your Microsoft organization requires an admin to approve the connection. Ask your Outlook admin to approve the request, and then try connecting again once approval is granted.

Connecting multiple shared mailboxes

If you need to connect several shared mailboxes, you can combine multiple monday users and multiple Outlook logins to do it. Each monday user can connect one mailbox per Outlook login, but the same Outlook login can be reused across several monday users, as long as that login has delegated access to the mailbox each one is connecting. The number of mailboxes you can connect is your number of monday users multiplied by your number of Outlook logins with delegated access.

For example, 13 monday users combined with 5 Outlook logins can connect up to 65 shared mailboxes, without needing a separate license for every mailbox, and without one admin needing delegated access to all of them.

How to connect Portal AI chat

Note: Adding Portal AI chat as a board channel creates a new portal, which only Enterprise accounts can do. On other plans, you can activate AI chat from your account's main portal instead.

Portal AI chat lets you create a customer portal where requesters get help from your Service AI agents in a chat, and tickets are created automatically as the conversation happens.

To connect this channel, click the Channels button at the top of your Tickets board:

Select Portal AI chat from the list:

You'll set a portal name, URL, workspace, and ticket board. AI chat won't work in the portal until your AI workforce is activated for that workspace, though you can create the portal first and activate it later.

How to connect Microsoft Teams

Who can use this feature

Available on Enterprise plan

With the Microsoft Teams integration, employees can submit, track, and reply to service requests directly from Microsoft Teams. Every update is reflected in real time inside monday service.

To connect this channel, click the Channels button at the top of your Tickets board:

Select Microsoft Teams from the list:

For full setup and deployment steps, see monday service Microsoft Teams integration.

How to connect a Ticket form

A Ticket form can be set up as a channel on your Tickets board and will be used to receive incoming tickets. The form can be sent to customers both internally and externally to your organization and provides a very structured way to generate a ticket that includes all necessary details.

To connect this channel, click the Channels button at the top of your Tickets board:

Choose Ticket form:

Next, name the form and select the Ticket board where form submissions will create tickets:

When the channel is connected, you can navigate to the form's edit, design, and settings tabs. This article explains how to set up a Ticket form 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.

For Customer Portal users, whether name pre-fill is also available depends on how their portal account was created:

How portal user creation affects name pre-fill

• Self-signup via an approved domain: the user enters their name during signup, so both name and email are captured.
• Invited via email in the Users tab: the user enters their name during signup, so both name and email are captured.
• Automatically created via SSO sign-in, without SCIM provisioning: only email is captured; no name is collected.
• Automatically created via SCIM provisioning: both name and email sync from your identity provider. If these users sign in with email and password instead of SSO, they'll need to reset their password first, since they never set one themselves.

Note: The Account pre-fill option is only available to Enterprise accounts. 

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.