Who can use this feature

Available on monday service

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.

Available channel types

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

Setup steps for each channel type are below.

Add a channel

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:

How to create a Service Inbox

Create a unique email address that is managed directly in monday service. Each email sent to it creates a ticket on your Tickets board.

1Select Add a channel and choose Service Inbox.

2Customize the channel name and the email address (before the "@"). Select Connect channel.

3Review the confirmation, which shows a preview of your new email domain.

The number of connected channels now appears at the top of your board. You can connect other channels to add more than one way to receive tickets.

How to connect an existing email

Gmail or Outlook turns each incoming email to the connected inbox into a ticket.

1Select Add a channel and choose Gmail or Outlook.

2Follow the steps on your screen to connect your email inbox.

When you reply to a ticket from a connected Outlook inbox, the email composer may warn that the reply may not be sent because the selected inbox isn't part of the original conversation. This can happen when the requester's original email went to a distribution list. Your mailbox may belong to that list, but because it isn't listed directly in the thread's email headers, the email composer can't confirm it as part of the conversation.

The warning is a caution. You can still send the reply, but confirm that the selected From inbox is the correct mailbox for the conversation first.

How to connect an Outlook shared mailbox

Who can use this feature

Available on Enterprise plan

If your team manages requests through a shared address, such as hr@company.com or it@company.com, you can connect a Microsoft 365 shared mailbox as a channel. Every new email sent to the shared address creates a ticket, and agent replies are sent from the shared mailbox address.

1Select Add a channel and choose Outlook shared mailbox.

2In the Connect Outlook shared mailbox window, enter the shared mailbox email address and select Connect channel.

3Sign in with an Outlook account that has access to the shared mailbox. Once the connection succeeds, you see a confirmation message, and the shared mailbox appears in your connected channels list.

To keep in mind when connecting a shared mailbox

If you see an Email address is already in use error, the Outlook login is already connected to monday.com through another Outlook connection on your account, so the shared mailbox connection can't be completed.

To disconnect the existing Outlook connection, open the Autopilot hub, select Connections, and find the Outlook connection under My connections:

Remove the connection, then connect the shared mailbox again.

If you see an Approval required screen during sign-in, your Microsoft organization requires an admin to approve the connection. Ask your Outlook admin to approve the request, then try connecting again.

Connecting multiple shared mailboxes

To connect several shared mailboxes, combine multiple team members and multiple Outlook logins. Each team member can connect one mailbox per Outlook login, and the same Outlook login can be reused across several team members, as long as that login has delegated access to each mailbox. The number of mailboxes you can connect is your number of team members multiplied by your number of Outlook logins with delegated access.

For example, 13 team members combined with 5 Outlook logins can connect up to 65 shared mailboxes, without a separate license for every mailbox and without one admin needing delegated access to all of them.

How to connect Portal AI chat

Portal AI chat lets you create a customer portal where requesters get help from your Service AI agents in a chat, and tickets are created automatically as the conversation happens.

1Select Add a channel and choose Portal AI chat.

2Set a portal name, URL, workspace, and Tickets board.

AI chat doesn't work in the portal until your Service AI agents team is active for that workspace. You can create the portal first and activate the team later. To set up AI chat, see Set up knowledge and channels for monday service AI.

How to connect Microsoft Teams

Who can use this feature

Available on Enterprise plan

With the Microsoft Teams integration, employees can submit, track, and reply to service requests directly from Microsoft Teams. Every update is reflected in real time inside monday service.

Select Add a channel and choose Microsoft Teams. For full setup and deployment steps, see monday service Microsoft Teams integration.

How to connect a Ticket form

A Ticket form can be set up as a channel on your Tickets board to receive incoming tickets. You can send the form to requesters inside and outside your organization, and it gives you a structured way to collect all the details a ticket needs.

1Select Add a channel and choose Ticket form.

2Name the form and select the Tickets board where form submissions create tickets.

Once the channel is connected, you can open the form's edit, design, and settings tabs. Build out your WorkForm explains how to set up a Ticket form that meets your needs.

Pre-filling form fields makes submitting faster and more personal. With the Account pre-fill option, the email field fills in automatically when a submitter is logged into their monday.com account or the Customer Portal. For requesters who use the Customer Portal, whether name pre-fill is also available depends on how their portal account was created:

How portal account creation affects name pre-fill

• Self-signup via an approved domain: the requester enters their name during signup, so both name and email are captured.
• Invited via email in the Users tab: the requester enters their name during signup, so both name and email are captured.
• Automatically created via SSO sign-in, without SCIM provisioning: only email is captured, with no name.
• Automatically created via SCIM provisioning: both name and email sync from your identity provider. If these requesters sign in with email and password instead of SSO, they need to reset their password first, since they never set one.

To enable email pre-fill, open your form's edit page and select the email question's settings. Turn on Pre-fill value, select Account as the source, and select Email as the field. You can also hide this question from submitters.

To send your form, select Share form in the right corner of the screen. Select the arrow beside the Copy link button to expand the sharing options: email, WhatsApp, an embed link, or a QR code. Every submitted form becomes a ticket on your Tickets board.

Edit a 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.

Who can edit channels

On the Channels tab, anyone can view existing channel connections and create a new connection, whether the workspace is open or closed. However, only the team member who created a connection can edit that specific connection.

This means workspace type does not affect who can view or create channel connections. Editing permissions stay with the original creator of each connection.

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, which you can find on the Ticket Overview page of the ticket. For more on how the Tickets board works, see Managing tickets with monday service.

If a requester or team member sends a new email instead of replying to the thread, it doesn't appear in the ticket. A new email from a requester becomes a new ticket, even if it relates to an open one.

Which data will come from the channels?

Depending on the channel, different data fills into your board automatically from an incoming ticket.

Existing email or Service Inbox

For an existing email or a Service Inbox, the board pulls data into these fields:

• Item name: taken from the email subject
• Description: taken from the body of the email
• Customer name: the sender's name
• Email: the sender's email address

Ticket form

With a Ticket form, you can customize which details a requester fills in and make questions mandatory or optional. The answers go into the matching columns on your board.

Channels and Service AI agents

Each channel is connected to a Tickets board and linked to a workspace. Once a channel is connected to a board inside a team's workspace, that team's agents can work on requests from that channel, including email channels. If there is no matching agent, the request is routed to a human. To create a team, see Get started with monday service AI agents.

Channel health

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:

Channel statuses

Every channel displays one of the following statuses. The table below describes what each one means and when you're likely to see it:

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:

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.

Who can do what

Permissions for channel health actions vary by role. The table below shows what each role can do:

How status refreshes

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.

FAQs

How do I add a channel in monday service?

Select Add a channel from the Channels tab in the left navigation, choose a channel type, and follow the on-screen setup steps.

Can I connect more than one channel to a Tickets board?

Yes. Multiple channels can be connected to the same Tickets board. Each one routes incoming requests into the Unassigned tickets group.

What does "Setup required" mean for my channel?

The channel is not linked to an active Tickets board. Connect it to a board to start receiving tickets.

What should I do if a channel shows "Connection broken"?

The fix depends on the cause. For Gmail and Outlook, reconnect the channel. For Service Inbox or channels whose owner is no longer active, delete the connection and reconnect under an active user.

Why does my channel still show an old status after I fixed the issue?

Status updates can take up to 90 seconds to refresh. Wait a moment and reload the page.