Who can use this feature

Available on monday service

Available on all Tickets boards

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. 

The Timeline 

The right section in the Ticket Overview, Timeline, tracks all emails and correspondence related to the ticket:

Note: Admins and members have the Allow emails and activities communication account permission enabled by default. Viewers and guests do not have this permission, and it cannot be enabled for these roles at this time. 

To reply to an email, make sure that you've connected a communication channel. For setup steps, see Channels on monday service AI. 

Next, select Reply all in the thread, the default action, to write to everyone on the email. You can also reply to the sender only or send a new email. 

Write your email in the email composer. If you have an Email Column on your board and it contains an email address, that address will auto-populate in the To field. If you don't, you can send an email to any email address. Once you select Send, you'll see the email appear in the activity log of the Timeline section.

The email composer supports new emails, replies, reply all, and portal messages, along with signatures, attachments, and email tracking. It also includes these features:

• Recipient suggestions: when you start typing in the To or Cc field, the composer suggests matching email addresses. Suggestions come from all Email columns on active boards in the same workspace, so you can find a customer or contact even if their email is stored on another active board.
• Attach from the board: add files from the ticket's files column without uploading them again.
• Right-to-left languages: Hebrew, Arabic, and other right-to-left languages display with the correct direction and alignment.

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.

Events reflected in the Timeline section:

• New emails and replies
• Other timeline activities (meeting, call summary, note, custom)
• Item created via form submission
• AI notes
• Customer Portal messages

When you reply to a ticket, the default Send from email depends on how the ticket was created.

If the ticket was created from an email, the reply will default to the same channel the customer originally emailed (for example, if the email was sent to Channel A, Channel A will be the default sender). This helps avoid cases where some email clients (like Outlook) block replies sent from an address that isn’t part of the thread.

If the ticket was created from a form, there’s no original email channel to follow. In that case, the default is chosen in this order:

• The last channel the same user manually selected
• The first channel connected to the board

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:

Each email in the Timeline also shows whether it was seen. A label next to the email, such as Not seen, shows whether the recipient has opened it.

Note: Sending and receiving emails through monday service does not count toward your monthly integration limits. Only automations assigned to the board count toward those limits.

You can access Timeline settings by clicking on the cogwheel. Here, you can add new channels, change your email signature, remove branding, and more. 

For AI help while you work a ticket, use monday sidekick at the ticket level. Sidekick can draft replies to requesters, summarize the issue and communication, recommend next steps, and find similar resolved tickets. For details, see Using AI on the monday service Tickets board.

Customize the Ticket Overview

You can edit the Ticket Overview section so that the content and layout suit your team's needs. To edit the layout, select the pencil icon (Edit layout) in the top right corner of the ticket card:

While you're editing, you can drag widgets to rearrange them. Hover over the top left corner of any widget to expose the handle, then drag the widget to any position on the page:

To adjust the size of a widget, hover over the bottom right corner:

Select 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:

When you finish, select the pencil icon again to end editing. 

The unread count

Unlike the Updates Section in monday AI work platform 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.

Note: The count won't refresh automatically. Refresh your page to see an updated count.

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: