Who can use this feature

Available on monday service

The Tickets page in the Customer Portal lets requesters track and manage their support tickets in real time. You can comment and reply directly on tickets you submitted and tickets you're included on as a participant, keeping everything organized in one place. Automatic ticket status updates 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. Select New ticket on the Tickets page, then choose a form and fill it out:

If your organization uses Service AI agents, you can also choose Get assistance from AI to ask your question in a chat. A ticket is created as soon as the conversation starts.

Track your requests

The Tickets page in the Customer Portal gives you a centralized view of your 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 open it, select Tickets in the top bar of your company's Customer Portal. Search for a ticket in the Search tickets box, or narrow the list with the filters. Use the My tickets filter to choose My tickets, Shared with me, or All, and the Status filter to show Open tickets, Resolved tickets, or All. Each option shows how many tickets match:

Communicate on your tickets 

Each ticket on the Tickets page displays key details such as the ticket subject, current status, who opened it, assignee, date opened, 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 appear automatically under Shared with me in the My tickets filter. 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 on the Tickets page, 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 a reply from an AI agent or a human agent that you find helpful, you can close the ticket yourself by selecting That solved it, as shown below:

This action notifies the agent that you have decided to close the ticket, and the ticket moves to Resolved. To find it later, set the Status filter to Resolved.

If you need to reopen the ticket, you can do it from the Resolved list:

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 on the Tickets page, 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.