The Ticket Overview section gives you a full picture of a requester and your team's relationship with them to date. It centralizes ticket details, email threads, and insights so you can stay on top of every conversation.
Open the Ticket overview
The Ticket Overview on monday service is the perfect way to categorize and lay out all of the data you need to solve your tickets quickly and efficiently. On any Tickets board, it can be found in the same place where the Updates Section usually is:
Here, we can see the different aspects of the ticket divided up into sections. Let's review the unique functions you can find in the card.
The Ticket info
The Ticket info panel on the left has all of the basic information about your ticket, including its name, status, priority, time tracking details, attached files, etc.
You can customize the columns shown in the Ticket info by clicking on the three-dot menu and choosing "Settings" as so:
The Timeline
The right section in the Ticket Overview, Timeline, tracks all emails and correspondence related to the ticket:
To reply to an email, make sure that you've connected a communication channel following the steps in this article. Next, click the "reply" button in the thread, choose whether you'd like to reply all or send a new email, and begin drafting your email in the pop-up window. Once you hit "Send", you'll see the email appear in the activity log of the Timeline section:
It's important to note that the tickets are all thread-based. This means that each item represents a single email thread composed of replies back and forth. Once a new email is received, it will create a new item in the board, even if it concerns an existing ticket. You can reply from right here, see whether the email has been opened, and take other actions such as deleting or pinning the email to the top of your activity log:
You can access Timeline settings by clicking on the cogwheel. Here, you can add new channels, change your email signature, remove branding, and more.
The Timeline section also includes AI-powered ticket summaries and suggestions that make ticket handling smoother by providing quick insights and actionable steps. Each suggestion includes a confidence level (determined by the relevance of related tickets) and links to related tickets, allowing you to quickly jump to similar cases for additional context.
Customize the Ticket Overview
You can edit the Ticket Overview section so that the content and layout suit your team's needs. Hover over the top left corner of any widget to expose the handle. You can drag the widget to any position on the page:
To adjust the size of a widget, hover over the bottom right corner:
Click on the three-dot menu at the top right corner of any widget to see more options. You can make a widget full screen, adjust the settings of the widget, rename it, duplicate it, or delete it:
The unread count
Unlike the Updates Section in monday Work Management and boards that you create from scratch on monday service, the Timeline Overview icon does not give you insight into internal communication about an item on your board.
Rather than showing a count of new updates or communication between your teammates, the following changes to the item's timeline will add to the count:
- new activities
- new notes
- new emails
The count is dynamic, meaning that it will appear differently for you and your teammates. When you open the item and view the timeline, the counter will reset to 0 for you but not for your teammates.
Blue and grey icons
You may have noticed that some of the icons on your Tickets board are grey while some are blue. When an icon is grey, it means that no new items are in the Ticket Overview. When the icon is blue, it means that there are new items to review.
At a glance, you can get an idea about which accounts and contacts have recent activity, and which need attention:
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.