If your support requests are scattered across spreadsheets, email threads, and Slack pings, a monday ticketing system can be a clean way to restore order. You can track every request as a ticket, assign an owner, set a priority, and move it through clear stages until it is resolved.

People usually land on this page with one question: Does monday.com have a ticketing system? The practical answer is yes. You can run monday.com ticketing in two common ways:

• A simple ticket board (fastest to set up)
• A more structured service workflow (better when volume grows and you need reporting)

This guide shows you the setup that works for most teams, along with the automations and dashboards that keep it from becoming “just another board.”

What you will build in this guide: a “Support Tickets” board to manage monday tickets end-to-end, a simple status workflow (New, In progress, Waiting, Resolved), a few rules to automate support tickets in monday.com, and a basic support ticket dashboard to track volume and turnaround time. 

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Why Teams Use monday.com Ticketing for Support

If you want a flexible way to track requests without adopting a full helpdesk, a monday.com ticketing system can work well. It gives you a single place to capture issues, assign ownership, and move work forward with clear stages and visibility across the team.

Here are the monday.com ticketing system features that make it a solid option for tracking monday tickets:

• Customizable ticket board: Build a dedicated “Support Tickets” board with fields for issue type, priority, requester, owner, and due date. This is the foundation of any monday ticketing system. 
• Visual tracking and reporting: Use Kanban boards and timelines to view ticket status at a glance, and add a support ticket dashboard to track the backlog and resolution speed. 
• Automation to reduce manual work: Auto-assign tickets, update statuses, and send notifications so the team is not doing repetitive admin for every request.
• Integrations to centralize intake and updates: Connect email, Slack, and CRMs so requests can be converted into tickets without copy-pasting context. 
• Collaboration built into each ticket: Comments, mentions, and file uploads keep internal discussion tied to the ticket, not scattered in threads. 

Quick reality check: This approach is excellent when you want structured tracking and visibility. If you need heavy-duty helpdesk features (like strict SLA escalation or customer portals), you may hit limits later. (We’ll cover that in the limitations section.) 

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Setting Up a Support Ticket Tracking System on monday.com

To build a reliable monday.com ticketing system, start with a dedicated board that serves as your single place to track every request, from “new” to “resolved.” The goal is simple: every issue becomes a ticket, every ticket has an owner, and everyone can see what is happening without chasing updates. 

Two common ways to run a monday.com ticketing system

Most teams start with a board-based monday.com ticketing system because it is fast to set up and easy to customize. If your goal is simply to track requests and keep ownership clear, this is usually enough.

If you are closer to an internal service desk setup (IT, HR, Ops), you may want a more structured approach modeled on a monday.com service desk. This is where teams prioritize consistent intake, traceability, and reporting, and may evaluate an ITSM ticketing system within monday.com. 

Either way, the board you build below is the starting point. The difference lies in how strict you are about fields, routing, and reporting as volume grows.

Step 1: Create a Dedicated “Support Tickets” Board.

From your monday.com dashboard, click the plus icon and create a new board. Name it “Support Tickets,” so it is evident that this is where all monday tickets live. This is the foundation of your monday.com ticket system. 

Step 2: Add the Columns That Make a Ticket Usable.

Once the board is created, customize it so each ticket carries the information your team needs to act quickly. At minimum, include columns for requester (or customer), issue type, priority, assignee, due date, and any internal notes. Add a simple Ticket ID column so every request has a referenceable ticket number (this is especially helpful when monday tickets are discussed in Slack or email). 

Step 3: Choose a View That Makes Ticket Flow Obvious.

monday.com makes it easy to track progress visually, so set up a Kanban view (or timeline/Gantt if you prefer) to see what is stuck, what is active, and what is done. This is where monday.com ticketing starts to feel like a real support workflow rather than a list of tasks. 

Step 4: Define Clear Statuses So the Team Stops Guessing.

Status is what keeps a monday ticketing system from becoming messy. Add a status column and keep the stages consistent and straightforward. For example, you can start with Not Started, Waiting, Working on it, and Resolved. If you want it to feel more “support-like,” you can rename these to New, Waiting on customer, In progress, and Resolved. Either way, the point is that every ticket has one clear current state. 

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What Are the Different Ways To Create monday.com Tickets?

Create a Ticket Directly From a monday.com Board

If your support team is the one logging requests (for example, from email, phone, or Slack), the fastest method is to create a new item on the “Support Tickets” board. Go to the board, click New Task, enter the basics, and click Create. From there, set the ticket owner, status, due date, and priority so the request is immediately actionable. 

After the ticket exists, treat the status column like your source of truth. As work progresses, move the ticket forward by updating the status. This is what makes your monday.com ticketing workflow feel like a real monday ticketing system, not a random list that nobody trusts. 

Let People Raise Tickets Using monday.com Forms

If you want a cleaner intake process (especially for internal IT or customer-facing requests), use Forms so requesters submit tickets themselves. From the Support Tickets board, open the Forms view. If it is not enabled, add it as a view and choose “Form.” monday.com will generate a form automatically from your board columns, and you can choose exactly which fields the requester needs to fill. Then publish it and share the form link. 

Every submission automatically creates a new item on your board, so each form entry becomes a new monday ticket with the details already captured. From there, your team can assign it, set a priority, and add deadlines, just like any other ticket.

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What Automations Should You Use for monday.com Ticketing?

The quickest way to make monday.com ticketing feel like a real monday.com ticketing system (and not just a board people forget to update) is to automate the boring parts. Automation helps ensure tickets are created consistently, assigned quickly, and moved through the correct status without someone babysitting the workflow all day. 

To set this up, open your Support Tickets board and click the Automate button at the top. This takes you to the Automation Center, where monday.com provides ready-made recipes you can enable and customize. 

Here are the automations worth adding first if your goal is to automate support tickets in monday.com. 

1. If you’re using a form to collect requests, set an automation so every submission creates a new ticket with the right defaults. For example, when a form is submitted, monday.com should create a new item, assign it to a triage owner (or a specific person), and set the status to “New.”
2.  Set up automations that advance the status as work progresses. For example, when a ticket is assigned, automatically update the status to “In Progress”; when it’s resolved, automatically set it to “Closed.”
3. Use rules to route tickets to the right people based on the request details. For example, send high-priority tickets to a senior team member and route “Technical” issues to the appropriate specialist or department, so the workflow doesn’t depend on a single person manually triaging everything.

Once these are in place, you have the basics of a scalable setup: tickets come in clean, ownership is clear, and statuses remain accurate without constant manual updates. 

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Which Tools Can You Integrate With monday.com for Ticketing?

A monday.com ticketing system is easier to manage when it is connected to the tools where requests originate, are resolved, and require updates. Integrations reduce copy-paste work and keep ticket context in one place.

Use integrations in three distinct ways:

1. Intake (front door to ticket): If requests arrive via Slack, email, live chat, or Zendesk, use integrations to automatically create or update a structured ticket on your board without re-entering details.
2. Resolution (ticket-to-engineering work): When engineering tools are part of the fix, link tickets to the work that resolves them (e.g., by linking a GitHub issue or pull request). The ticket can show both status and the underlying change.
3. Updates (ticket-to-team notifications): When people need to know quickly, send targeted alerts to the right channel, most commonly Slack. Typical triggers include a new ticket, an urgent flag, or a ticket that has waited past a threshold.

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How To Get monday.com Alerts on Slack?

Push monday.com ticket updates into Slack using the built-in integration so key changes are visible where your team works.

1. On your Support Tickets board, click Integrate to open the Automation Center, then select Slack.
2. If prompted, sign in to Slack and authorize monday.com for your workspace.
3. Choose a Slack automation recipe that matches your workflow (e.g., new ticket created, ticket assigned, or priority changed), then click Use Template.
4. Customize the message, pick the target Slack channel, then click Create automation.

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How Do You Measure Customer Support Response Time in monday.com?

A monday.com ticketing system only works in the long term if you can see the full queue. Tracking helps you catch stale tickets, balance workloads, and improve response and resolution times.

1. Start with a single support dashboard that shows open and overdue tickets, along with response and resolution times, at a glance.
2. Add charts to surface patterns, as tickets closed per assignee and volume by issue type.
3. Use timeline and calendar views to manage commitments, showing what is due soon and what is slipping.
4. Automate weekly or monthly reports that summarize tickets opened vs. closed and average response and resolution time, so trend review becomes routine. 

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What Are the Limitations of Using monday.com as a Ticketing System?

monday.com can work well for lightweight support because it is flexible and board-driven. The trade-off is that it is a project management platform first, so ticketing can feel ad hoc as requirements tighten.

1. Helpdesk features: No native customer portal, structured requester communication, auto-escalation patterns, or strict SLA tooling in the default experience.
2. Workflow rigor: Approvals, audit trails, and consistent agent behavior often require additional boards, rules, and automations.
3. Operational ownership: Results depend on board design, intake rules, ownership conventions, and automation maintenance. Without an ops owner, execution drifts across agents and teams.
4. Reporting depth: Dashboards cover basics, but response time, resolution time, and CSAT trends typically require extra customization or external tooling.
5. Cost and volume: Per-seat pricing and growing collaborator counts can raise costs. As ticket volume increases, teams often simplify workflows or migrate to a dedicated service platform.
6. Compliance needs: If you need ITIL-style controls, strict SLAs, and audit-ready reporting, pressure-test fit early because board-based setups hit limits faster. 

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Is monday.com Enough for Your Support Ticketing Workflow?

A monday.com ticketing system can be a practical way to bring structure to support requests when you want something lighter than a full helpdesk. With a dedicated board, clear statuses, and a few key automations, monday.com ticketing helps your team consistently track requests, assign ownership, and prevent work from slipping through the cracks.

The biggest difference between “a board with tickets” and a reliable monday ticketing system is discipline and visibility. If tickets arrive with the right details, are assigned quickly, and appear in the right dashboards, the workflow remains usable as volume grows.

If your support process starts in Slack (or your team collaborates heavily in Slack while working on tickets in monday.com), the hard part is usually not creating tickets. It is keeping updates and context connected across tools. That is where a Slack-native workflow can help. ClearFeed can centralize support conversations in Slack, route requests, and sync updates with your ticketing workflow so tickets do not become scattered across threads and boards.

If you want to evaluate whether monday.com is enough for your support workflow, or you are already feeling the limits around routing, visibility, and cross-team collaboration, it is worth mapping your current intake sources and seeing where the work actually gets stuck.