Channels are the pathways through which incoming requests reach your Tickets board. Each channel you connect brings requests in from a different source, whether email, a form submission, a portal chat, or Microsoft Teams, and turns them into tickets your team can act on.
monday service supports the following channel types. Each one connects to a Tickets board and routes incoming requests into the Unassigned tickets group on that board.
- Service Inbox: a built-in monday service email address created and managed directly in the platform
- Gmail: turns incoming emails from a Gmail inbox into tickets
- Outlook: turns incoming emails from an Outlook inbox into tickets
- Outlook shared mailbox: turns emails sent to a shared address (such as hr@company.com) into tickets. Available on Enterprise plans.
- Portal AI chat: creates a customer portal with AI chat so Service AI agents can handle requests automatically
- Microsoft Teams: lets team members submit and track requests directly from Teams. Available on Enterprise plans.
- Ticket form: turns form submissions into tickets on your Tickets board
For full setup instructions for each channel type, see Connect channels using monday service.
Channels are managed from the Channels tab in the left pane of monday service AI. From this tab, you can view all connected channels, search and filter the list by channel type or owner, and see each channel's connected Tickets board, owner, and status.
To add a channel, select Add a channel from the top right of the Channels tab and choose a channel type. Follow the on-screen steps to complete the connection. Once connected, the channel appears in the list and begins routing incoming requests to the selected Tickets board.
You can also connect a channel directly from a Tickets board by selecting Channels at the top right of the board, then selecting Add channel:
To edit a channel, select the edit icon on its row in the Channels tab. You can update the channel name, the connected Tickets board, and the email address. Only the team member who created the connection can edit it.
How requests flow through channels
Each incoming email or form submission creates a new ticket in the Unassigned tickets group on the connected Tickets board. When a team member replies to the ticket, the reply goes back through the same channel the request came in from. All replies are maintained within a single thread on the ticket. For more on how the Tickets board work, see Managing tickets with monday service.
Channel health helps you understand whether each support channel is actively receiving and processing requests. Each channel displays a status label that reflects its operational state, along with a specific action to take when attention is needed.
The status indicator appears in two places:
- The Channels tab, which is the main channel settings page
- 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 connection 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.