Channel health gives admins visibility into whether each support channel is actively receiving and processing requests. Each channel displays a status label that reflects its true operational state, along with a specific action to take when something needs attention.
Channel health is a status indicator that appears on every email channel in monday service. It reflects the channel's current operational state and shows what action to take when something is wrong. The status indicator appears in two places.
The Channels tab: the main channel settings page in the left pane:
The Manage your channels view within a specific Tickets board, accessed via the Channels button at the top of your board:
Every channel displays one of the following statuses. The table below describes what each one means and when you're likely to see it.
| Status | What it means | Example |
|---|---|---|
| Connected | The channel is healthy | The integration is active and tickets are flowing |
| Setup required | The channel needs attention | The channel is not linked to any board |
| Connection broken | The channel is broken | An OAuth token expired or the connection owner left the company |
| Access revoked | Shared mailbox access was removed | An Outlook shared mailbox's delegated access was revoked |
Common issues and suggested fixes
The table below covers the most common reasons a channel's status changes and what to do in each case. The right action depends on the channel type and the cause of the issue.
| Issue | Affected channels | Status shown | What to do |
|---|---|---|---|
| Channel is not linked to any board | All email channels | Setup required | Connect the channel to a board |
| The board this channel was connected to was deleted or archived | All email channels | Setup required | Connect the channel to an active board |
| OAuth token expired or access was revoked | Gmail, Outlook | Connection broken | Reconnect the channel |
| OAuth token expired or access was revoked | Service Inbox | Connection broken | Delete the connection |
| Connection owner's account was deactivated or deleted | All email channels | Connection broken | Delete the connection, then reconnect under an active user |
| Shared mailbox delegated access was revoked | Outlook shared mailbox | Access revoked | Delete the connection, then reconnect under an account with mailbox access |
| Status check failed temporarily | All email channels | Status unknown | Try again later |
When the connection owner is no longer active
When the owner of a channel connection has been deactivated or deleted from the account, the channel shows Connection broken. Selecting the status opens a prompt with the message: "The user who connected this channel no longer has access to it, so it isn't creating tickets."
The only available action is Delete connection. After deleting, an active team member needs to reconnect the channel manually.
Permissions for channel health actions vary by role. The table below shows what each role can do.
| Role | See status | Reconnect | Delete connection | Connect to board |
|---|---|---|---|---|
| Channel owner | ✓ | ✓ | ✓ | ✓ |
| Account admin | ✓ | ✓ | ✓ | ✗ |
| Board owner | ✓ | ✗ | ✗ | ✗ |
| Other users | ✓ (if they can see the channel) | ✗ | ✗ | ✗ |
Status updates may take up to 90 seconds to reflect after a change is made. After resolving an issue, wait a moment and reload the page to see the updated status.
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.