Who can use this feature

Available on monday service

Just getting started with monday service and looking to power up your ticketing workflow? You're in the right place! This article walks you through the automation options available on monday service, from built-in tools to custom workflows, so your team can spend less time on manual updates and more time delivering great service.

Get started with pre-built automations 

The monday service 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, set Status to 'New Reply': Updates the ticket’s status automatically for every incoming reply, except those sent from the support mailbox itself.
• When new email is sent to this 'Email' set Status to 'Awaiting Customer': Keeps ticket progress aligned with outgoing messages.

Dive deeper with Email Automation 

Email Automation is an app specifically designed for monday service that allows your team to automate responses at any stage of the support process. Once added, you can create dynamic responses using customizable triggers and email templates.

To get started, click the Automate button in the top-right corner of your board, then select Create and search for Email Automation under the Apps tab. You’ll find a variety of automation recipes you can tailor to your workflow:

On monday service, tickets can be submitted through multiple channels—and in all cases, Email Automation enables you to set up an automatic reply to the ticket sender.

Click to see how these automation recipes can be used:

• When an item is created then send a message back to sender–ideal for confirming ticket submission with a personalized message. The message field in this recipe supports dynamic fields, making it easier to implement live data.
• When status changes then send a message back to sender–can be used to update the requester on any status change—be it approval status, team handling the ticket, or request type. 
• When date arrives then send a message back to sender–can be used for SLA notifications or post-resolution follow-ups. For example, we can send an email to the requester to ask for their feedback 5 days after the resolution date arrives.
• When status changes to something then send a message back to sender–great for alerting requesters to critical status updates, like escalation to high priority.

Implement the workflow builder

Who can use this feature:

Available on monday service Enterprise plan

If your team needs more flexibility, the workflow builder offers deeper customization options to automate actions across multiple touchpoints. Below, you can find descriptions and use cases for monday service-compatible workflow blocks. 

Auto-reply workflow block

The auto-reply block allows you to configure fully custom response rules based on specific triggers like ticket creation or status changes. 

To set it up, create a new workflow, add an action block, and search for Auto reply. You can decide on the conditions and triggers for the auto-reply. For example, you may want the reply to be sent when a ticket is created or when its status changes. 

Once added, link the auto-reply to the appropriate communication channel, such as the monday-powered inbox or another connected email channel:

Personalize the subject line, body text, and any other details to match your team’s tone and messaging. Once everything is configured, enable the workflow to start sending automated replies based on the rules you’ve defined.

Send new email workflow block

The Send new email workflow block works similarly to the Auto-reply block, but instead of replying to the last email in the timeline thread, it sends a brand-new email to any email address you define, and creates a timeline item in the relevant item. This block also supports our monday inbox provider and allows you to set CC and BCC recipients. 

You can also add file attachments to emails sent from this block. This is helpful when you want to include supporting documents in your workflow, like troubleshooting guides and reference images, so requesters have everything they need in the same message.

Round robin assignment workflow block

The Round robin assignment block helps distribute tickets evenly among your team members. After defining the board and trigger conditions (such as when a new item is created), you can add the round robin action block and assign the item to a team.

The Round robin assignment block will automatically rotate through team members and reset every 30 days to ensure fair distribution.

Assignment routing in the Agent column

The People column also includes assignment routing, which works as an alternative to the Round robin workflow block. Open the three-dot menu on the Agent column, select Settings, and then choose Assignment routing. In the panel, select the team you want to rotate through:

Every new ticket is then assigned to the next person in that team, so workloads stay balanced automatically, just like with the block, but without building a workflow.

SLA time tracking workflow block

The SLA time tracking block allows you to pause and resume SLA tracking through workflows, so you can implement even more complex SLA tracking flows and cases.

To set it up, add an action block, and search for Pause SLA time tracking or Resume SLA time tracking. You can decide on the conditions and triggers for each action based on your team’s process.

When a timeline item is created workflow block

Use this trigger to start a workflow whenever a new activity is added to an item’s timeline in the ticket overview. This is helpful when you want workflows to react to customer interactions and internal updates. 

When you configure the trigger, select which activity types should trigger the workflow. You can choose one type or multiple types.

Supported activity types

• Email
• Call summary
• Meeting
• Note
• Portal message
• Form submission

After the workflow is triggered, you can use timeline item details in later steps.

Available timeline item fields

• Activity type
• Activity created date
• Activity content
• Creator (name and email)
• Linked item

To use column values or other item details, add a Get item data block after the trigger.

If you need item-level data like column values, add a Get item data block right after the trigger.

Please note:

• This trigger supports only the predefined activity types listed above. Form submission timeline items do not include activity content, so if you need the request description or other details, add a Get item data block and use the item description field or another relevant column.
• Workflows triggered by Email activities can create email loops if they send an automatic reply and you also have another automation that sends an automatic email when a ticket is created or updated. This risk applies only when using the Send email action.
• Send email formatting: To ensure formatting renders correctly, {{Activity content}} must be the first element in the email message. For example, you can place text or other variables after {{Activity content}}, but adding anything before it may cause the email to lose formatting.

Examples

Not recommended:

Text before content
{{Activity content}}

{{Activity type}}
{{Activity content}}

Recommended:

{{Activity content}}
Text after content
{{Activity type}}

If you must add text before the content, add an HTML line break first (for example, <br>), then place {{Activity content}} immediately after it.

Wait for the Microsoft Teams workflow block

You can use Microsoft Teams blocks to send an interactive message with a button and then pause the workflow until the recipient clicks it. Once the button is clicked in Teams, the workflow resumes automatically and runs the next steps you set. This is especially useful for approval flows, because the person clicking the button does not need to be a monday.com member.

To build this flow, add the Microsoft Teams notify user with button block to send the message and define the button text, then add Wait for Microsoft Teams button click right after it to pause the workflow until the click is received. After the click, add the next action you want to happen, like updating a status.

For example, you can trigger the workflow when a status changes to Awaits for user to approve, send a Teams message asking “Is your issue resolved?” with a Confirm button, wait for the click, and then update the item status to Done.