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 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.

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 Enterprise plan

If your team needs more flexibility, the workflow builder offers deeper customization options to automate actions across multiple touchpoints.

Auto-reply 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.

Round robin assignment 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.