Who can use this feature

Available on monday service

My Tickets lets requesters track and manage their support tickets in real time, all from the Customer Portal. You can easily comment and reply directly to tickets you submitted and tickets you are included on as a participant, keeping everything organized in one place. Automatic ticket status updates will keep you informed, speeding up resolution without relying on external communication channels.

Submit a ticket

You can submit a ticket through multiple channels, such as sending an email or filling out a WorkForm. 

The easiest way to open a ticket is directly through the Customer Portal by filling out a WorkForm:

Track your requests

The My Tickets section in the Customer Portal gives you a centralized view of your open support requests. After you submit a ticket, you can come back here anytime to track its progress and communicate with the assigned support agent.

To access My Tickets, open your company’s Customer Portal and click the My Tickets icon in the top-right corner for the preview of your latest tickets, and See all for a complete overview:

Note: 

My Tickets shows tickets you submitted and tickets where you are listed as a participant. Tickets will appear only if they are connected to the email address you use to log in to the Customer Portal.

Communicate on your tickets 

Each ticket in the My Tickets section displays key details such as the ticket name, current status, creator, assignee, creation date, and participants. If you need to respond or ask a follow-up question, open the relevant ticket and add a comment directly to it. 

As your ticket's status changes or an agent replies, you'll receive an email notification.

When a ticket is created or updated by email, copied email addresses (CC) are captured automatically into the Participants column. Replies continue to include everyone listed as a participant, so collaborators stay included in the conversation.

Tickets shared with me 

Tickets where you are listed as a participant will appear automatically in My Tickets under Shared with me. From there, you can open the ticket and view or reply to the ticket thread.

Manage ticket participants

Requesters can add or remove participants directly from the Customer Portal. To do this, open the ticket in My Tickets, select Participants, and then enter email addresses to invite participants or remove them from the list. Anyone listed as a participant can see and reply to the ticket thread.

Manage the status of your tickets 

When you receive an AI auto-reply or a reply from an agent that you find helpful, you can close the ticket yourself by clicking That solved it, as shown below:

This action will notify the agent that you have decided to close the ticket, and it will automatically be moved to the Resolved section of My Tickets.

If you need to reopen the ticket, you can do it from the Resolved section as so:

How to set up My tickets

First, check that your Tickets board is connected to the Customer Portal to display tickets. If the connection isn't made, navigate to the Tickets board you want to show in the Portal and toggle the Show in Portal option. Once enabled, requesters can view tickets from this board directly in the Portal.

To enable participants and shared tickets, open the Core Ticket column list on the Tickets board connected to your Customer Portal, then make sure the Participants column is checked.

You can also customize how ticket statuses update based on requester actions in My tickets, like closing or reopening a ticket. To do this, click the three-dot menu on your status column, go to Settings, then select Map label actions for tickets. From there, choose which status labels should apply when a ticket is reopened or closed by the requester through the Portal:

When a requester replies, closes, or reopens a ticket, the assigned agent will see a timeline indicator in the ticket overview, showing what action was taken via the Portal.

Note: If you’re replying to a Customer Portal message, the email composer automatically adds a View your ticket in Portal link. This link takes the requester directly to the portal ticket so they can easily return to the portal and keep the conversation there.