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monday.com for Ticket Tracking

Customer support teams often use different platforms to manage their incoming tickets, to correspond with clients and track ticket trends. Being able to consolidate all this information into one central work hub can really enhance your daily workflow! With monday.com’s external integrations, we can integrate with other platforms to automate and streamline many of these processes - bringing value across your different teams.

Check out a couple use cases below to see how you can integrate your board with the external ticketing platform Zendesk, track metrics, create reports and help power up your monday.com account for ticket tracking!

 

Create a board to manage incoming tickets

This board below is super useful to help automatically bring in all incoming tickets into your board, allowing you to assign them to a support agent accordingly and track the tickets and the time they take to answer as they get answered and solved. Your tickets will then all be stored in one place for you to refer back to whenever needed!

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On this board, the top group represents incoming tickets that need to be answered and the bottom group represents pending tickets that have been responded to. The items represent each unique support ticket.

The following columns will be used to track information about each ticket:

Now that you have the basis of your board setup, let’s take it up a notch with some more advanced features!

 

Integrate your Boards with External Platforms to Create a Work Hub 

monday.com allows you to integrate with Zendesk, a ticketing system, to pull any relevant client inquiries, feedback and questions. In turn, this information can be evaluated by the customer success teams, product teams, growth teams and more to bring about positive improvements to the platform. 

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For the use case mentioned above, we are interested in tracking all incoming tickets received from our customers in order to assign and answer them accordingly. For this scenario, we can use the following Zendesk integration recipe in order to pull in all incoming tickets into our board and to sync future changes that happen in the ticket:

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When setting up the integration, we’ll need to go ahead and customize which exact tickets should be pulled into the monday.com board. Since we want all new tickets will be transferred to our board in this scenario, we made sure that there is no filter set on the 'ticket' field of this recipe:

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By configuring the 'item' field of this recipe, you will be able to select which information from the Zendesk tickets will be mapped into each column on your board. In this case, we chose all new tickets to go to the 'incoming tickets' group, the Ticket description to be added as an item update, and the Subject of the ticket to populate into the name of the item:

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By mapping out your item to your own liking, you'll be able to automatically pull in all desired ticket information directly into your board, saving you time and manual work that you have to do! 🎉​ 

 

Use automations to further enhance your workflow

Now that we've set up a Zendesk integration to bring in tickets and sync their information onto our board, let's boost this workflow by adding in some monday.com automations to further streamline the ticket-answering process!

On our ticket tracking board, we've added four different automations:

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In our use-case, the top automation allows us to automatically start or stop the time tracking column based on label status that each ticket is given.

The second automation recipe serves the purpose of notifying someone, such as the manager for instance, that a new ticket was added in order to assign it to a support agent to their support agent of choice. By customizing the 'notify' field of this automation, we are able to choose exactly what we want the notification message to say:

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Note:  You can further customize the notification by using the blue 'Supported Fields' bubbles, which will automatically fill out the message according to the item that triggered the automation!

 

For the third automation, the following automation recipe was used:

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By configuring the recipe to say 'when a new item is created, set its Status to Working on it', it allows all new and incoming tickets to be automatically given the 'Working on it' status label, so it can be clear that a response has not been sent out yet. 

Lastly, for the fourth and final automation, the following recipe was used:

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By configuring the recipe to say 'When Status changes to Pending, move item to Pending tickets', it allows the ticket to automatically jump to the Pending tickets group as soon as an agent has answered the ticket and marked it as pending on the status column.

Using a combination of automations together can allow you to really boost your workflow and streamline the different processes that you have going on! Now that we've seen a ticket tracking use case that allows you to manage and track all incoming tickets that are received, let's dive into our next use case that focuses on using monday.com to identify trends and create reports based off of support tickets that were received. 🙌​ 

 

Use monday.com to review, analyse, and track tickets trends!

This use-case and the board below is great for tracking specific ticket topics being received in order to optimize both the support provided, as well as provide product feedback:

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On this board, each group will represent a topic, or category, of tickets. Each item will be a ticket, such as an inquiry or question from a user that is related to the specific topic of the group that it is located in.  

The following columns will be used to track information about each ticket and to show whether it has been reviewed or not:

  • The people column to indicate the person assigned to review that ticket
  • The status column to show whether the ticket has been reviewed or not
  • The date column column to mark the date that the ticket was submitted
  • The Zendesk ticket ID, which will be automatically added through the Zendesk integration (covered below!)
  • The tag column, which pulls in tags according the set-up of your Zendesk account
  • The rating column, which pulls in the customer satisfaction score (according to the set-up of your own Zendesk account)

Now that we've reviewed the basis of this board setup, let’s dive into the Zendesk integration portion of this use-case so we can see how to automatically pull in tickets based off of their topic into the correct group!

 

How to Integrate your Board with Zendesk to Track Ticket Trends

As mentioned in our first use-case, monday.com allows you to integrate with Zendesk, a ticketing system, to pull any relevant client inquiries, feedback and questions. In this scenario, we'll be using the Zendesk integration to pull in tickets into our board according to their topic in order to analyse ticket trends and create useful reports on this information! Data such as this is crucial in order to influence the shape of the product in an effective, positive way.

For this integration, we will be using the same recipe that was used in the first use-case, in a slightly different way:

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In order for the tickets to populate into the correct group, according to their topic, we will be setting up a separate recipe for each topic of tickets (groups) on our board. By setting up a different recipe for each topic, you can choose to filter in the relevant tickets according to the group that they belong to!

In order to do this, you can click on the 'ticket' field of the recipe to choose exactly which tickets you'd like to populate into your board. In this case, we went ahead and set a filter so that all tickets including the word 'billing' in their subject or body, will be added to the board:

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Once you've set up your filter, you can then map out the 'item' portion of the recipe to pull in the data from the tickets directly into your board. In this case, it was important that all billing-related tickets went into the Billing group on my board, so I made sure to map out the group here according to this:

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We've also mapped out the Subject of the ticket to populate into the name of the item, as well as the Assignee, Customer Satisfaction Score, and Tags that we've set on Zendesk to fill out other information on our columns! We can then use all of this data to analyse all of the different tickets and identify useful trends. 🙌

After completing this recipe for billing-related tickets, we went ahead and created the same recipe for the other ticket topics (Workflow Set-up and Automations/Integrations) according to the groups that we've set up on our board:

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Awesome! After setting up these recipes, all the tickets that we receive that relate to Billing, Workflow Set-up or Automations/Integrations will automatically populate into their respective groups. Now, let's see how we can use this set-up to analyse different trends and create reports based off of it. 🎉​ 

 

Use the Pivot View to Analyse the Data and Gain Powerful Insights 

The Pivot Table view is a great tool that allows you to analyse the different verticals of your board by slicing and dicing the information so that you can draw important insights and actions from it. This view can be especially great for employees who want to report to higher management and provides a super visual and informative way of presenting the data. 

In our case, we can use the pivot table view to analyse the satisfaction level of our customers in different areas of the platform by viewing the average customer satisfaction according to the different ticket topics. 

 

  • How to set this up

The pivot table view can be added onto your board by clicking on the Main Table at the top left of your board. From the dropdown menu, hover over 'Add View' and then click on 'Apps'. From the pop up, you can search for Pivot Board and add it directly from there.

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  • Our scenario

In this example below, we’re interested to see our average score for our service and product based on the different categories of tickets (the groups on our board). By arranging our pivot table to display this, we are able to analyse the customer satisfaction score that we receive from our customers based off of the category of their ticket content. This data is super powerful to allow us to understand areas of our platform that are rated lower than others and may need some improvement!​ 

From the settings section, we can choose the type of graph we want to use, which information we’d like to analyse, and the values of interest. For this scenario, we've gone ahead and chosen the Line Chart to best represent this information and we dragged 'Group' for the column grouping in order to display our ticket categories on the X axis. After selecting 'Average' and 'Customer Satisfaction' on the top left, as below, we are now able to see the average of our customer satisfaction score for each category of tickets:

 

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By discovering information like this, you can help make data-backed decisions to improve your product and support according to the areas of the platform that need it the most!  💪

 

Report and Analyze all Ticket-Related Data with Dashboards

To get an overview of what’s happening across your entire account, you can use our Dashboards! This is great for reporting purposes, for managers to see how their team is performing, for goal setting and measuring success from multiple boards in one place. In our case, we chose to create a dashboard to help analyse ticket trends and report on different aspects of our ticket revision process:

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To set up this dashboard, we went ahead and used the following widgets:

  • The Numbers Widget to get the average of our customer satisfaction scores across all submitted tickets 
  • The Chart Widget to get a visual breakdown of the amount of tickets received per each category in a pie chart format
  • The Battery Widget to view the progress of the tickets reviewed
  • The Chart Widget again in a bar chart format to view and compare the number of tickets received with each tag
  • The Llama Farm Widget to get a fun, visual display of the amount of tickets whose revision has been completed or not
 Tip:  Use and customize different widgets to show exactly the data that you are looking to display!

 

The Dashboard that we have set up here allows us to see trends of tickets that were asked by showing a breakdown of the number per topics and tags, and it also gives us crucial insight into our average customer satisfaction score! Analyzing data like this is critical in helping improve our means of customer service and the impact that we have on changes in the platform. 🎉​ 

 

There you go! Get started today to use monday.com as a Customer Support ticket system and to help report and analyze on this data!

 

If you have any questions about this or anything else in this article, feel free to reach out to us at customer success at [email protected]