Are you looking for a more efficient way to manage your support tickets? Tools like monday.com are powerful project management platforms and excellent solutions for supporting ticket tracking.
In fact, according to a recent HubSpot report, 79% of customers say they are more loyal to brands that respond quickly and effectively to their inquiries in 2024. By using monday.com’s boards and automation features, support teams can efficiently track, assign, and resolve customer issues in a way that fits their specific needs.
In this blog, we’ll guide you through setting up a support ticket tracking system on monday.com and show you how to optimize it for better customer service performance.
Why Use monday.com for Support Ticket Tracking?
With monday.com, you can build a functional ticket-tracking system that helps your team’s needs. Here are some of the key features that make monday.com an excellent choice for support ticket tracking:
- Customizable Boards: Create highly flexible boards that can be tailored to your exact ticketing needs. You can add columns for ticket details like issue type, priority, customer information, and deadlines.
- Visual Tracking and Dashboards: Use visual tools like timelines, Gantt charts, and Kanban boards to track the status of tickets at a glance. Dashboards can also provide insights into key metrics such as ticket resolution times and backlog.
- Automation: Automate ticket assignments, status updates, and notifications to streamline processes and reduce manual work.
- Integration with Other Tools: monday.com integrates with tools like email, Slack, and CRMs, making it easy to create and update tickets directly from other platforms and keep everything in one place.
- Collaboration and Communication: Team members can comment directly on tickets, upload files, and tag each other for quick collaboration.
Now that you understand why monday.com is a great tool for support ticket tracking, it’s time to set it up. Here’s a step-by-step guide to getting your support ticket board up and running.
Setting Up a Support Ticket Tracking System on monday.com
- The first step is to create a dedicated board for tracking support tickets. From your monday.com dashboard, Click the “ ➕” icon and select Board.
- You can name it something like “Support Tickets” and select Create Board. Once the board is created, customize it by adding columns for key ticket information.
- Tracking the progress of each ticket is straightforward with monday.com’s visual tools. You can use Kanban view, Gantt charts, or timelines to monitor how tickets are progressing and adjust priorities as needed.
Statuses help us to organize how tickets move through the system. Create a column for ticket statuses such as Not Started, Waiting, Working on it, and Resolved. This helps the team keep track of where each ticket stands.
Creating a New Ticket
- With your board set up, you can now start creating tickets. Navigate to your support tickets board and click the “New Task” button to add a new task.
- Fill in the ticket’s basic information, and click on Create Task. You can customize the Ticket assignee, status, due date, and priority.
Once the ticket is created, it is shown in the status bar. You can drag and change any ticket based on its progress.
Creating a New Ticket via Forms
- From your support tickets board, click on the Forms view. If it’s not enabled, click the “➕” (Add View) button at the top of the board and select “Form” from the dropdown.
monday.com will automatically generate a form based on your board’s columns. Customize the form by choosing which fields (e.g., issue type, customer name, due date, etc) you want the requester to fill out. Then click on Publish.
Once your form is ready, you can share the link with team members or customers. They can then submit a new support ticket by filling out the form and providing all the necessary details.
Every time a form is submitted, a new task (ticket) will be automatically created on your board with the provided details. You can assign the ticket to a team member, prioritize it, and set deadlines.
Add Automation Rules to Ticket
Automation saves time and ensures that tickets are created, assigned, and updated automatically without requiring manual intervention.
To begin automating ticket creation, click the Automate button (at the top of your support tickets board). In the Automation center, you’ll find pre-built automation recipes that allow you to trigger specific actions based on predefined conditions.
For example, a simple automation recipe might look like:
When a form is submitted, create a new item and assign it to [team member] with a status of ‘New.’
You can use recipes to automate additional steps in your support workflow
Automate status changes: You can set up rules that automatically update the ticket status based on progress. For example:
- “When a ticket is assigned, change status to ‘In Progress.’”
- “When a ticket is resolved, change status to ‘Closed.’”
Auto-assign based on conditions: Use automation to assign tickets to the right support agent based on predefined rules. For instance, high-priority tickets can be assigned to senior team members or technical issues can be routed to specific departments.
In summary, automating ticket creation on monday.com simplifies the process of managing and tracking support tickets.
Integration with Other Third-Party Tools
One of the most powerful features of monday.com is its ability to integrate with over 30 popular tools, making your support ticket tracking system even more efficient.
You can seamlessly connect monday.com with platforms like GitHub, Zoom,, Zendesk, Trello, and many more. These integrations help centralize workflows, improve communication, and ensure faster ticket resolution by connecting monday.com with the tools your team already uses.
How to Get monday.com Alerts on Slack?
Here’s how you can set up and customize alerts for Slack:
- Open the Automation Center by clicking on the "Integrate" button (at the top of your board) and selecting Slack. Depending on what notifications or updates you want to receive, you will see various automation recipes from which to choose.
- Select your recipe and click on Use Template. If you haven’t connected your Slack account before, you’ll be prompted to log in and authorize monday.com to access your Slack workspace.
- Customize your message and select the specific Slack channels where you want the alerts to appear. Click on ”Create automation” to finish the setup.
Once your trigger is activated, you will start receiving alerts in your Slack channel.
Analytics and Tracking of Support Tickets
Tracking ensures that your team is meeting its goals and delivering excellent customer service. monday.com offers powerful tracking and reporting tools that allow you to monitor key metrics and gain insights into your support operations. Here’s how you can effectively use these features:
- Dashboards: Get a clear overview of important metrics like open tickets, average resolution time, and team performance. Dashboards provide real-time insights into how your team is managing support requests.
- Charts and Graphs: Visualize your ticket data with bar charts, pie charts, and graphs. For example, track how many tickets each team member has resolved or break down tickets by issue type to identify common problems.
- Timeline and Calendar Views: Use these views to track ticket deadlines and ensure timely resolutions by visualizing upcoming due dates.
- Automated Reports: Set up weekly or monthly reports to monitor trends in your support operations, including the number of tickets opened/closed and the average response time.
By using these tracking and reporting tools, you’ll be able to stay on top of your support ticket management and ensure that your team is performing at its best. Regularly reviewing this data will also help you make informed decisions for better customer service.
Limitations of Using Monday.com as a Ticket Tracking System
Here are some limitations of using monday.com for support ticket tracking:
- Lack of Dedicated Ticketing Features: monday.com is primarily a project management tool, so it lacks some specialized support ticketing features like auto-escalation, SLA tracking, or customer communication portals that are common in dedicated ticketing systems.
- Complex Setup: While highly customizable, setting up an efficient support ticketing workflow on monday.com can be complex and time-consuming, especially for teams without technical expertise.
- Limited Reporting for Support Metrics: monday.com’s reporting tools might not provide the depth required for tracking key support metrics like ticket response time, resolution time, or customer satisfaction.
- Pricing: The pricing model of Monday.com can be a significant drawback, especially for growing teams. The cost is based on a per-user basis, which means expenses can escalate quickly as more team members are added.
These limitations may require additional customization or third-party integrations to meet the demands of support ticket tracking fully.
Conclusion
Using monday.com for support ticket tracking gives your team the tools to stay organized, responsive, and efficient. It provides a flexible system that can be tailored to your team’s exact needs. However, managing multiple integrations between platforms can still be a challenge.
That’s where ClearFeed comes in. ClearFeed simplifies the integration process, making it easier to sync Slack with other tools your team relies on.
With ClearFeed, you can automate notifications, create tickets directly from Slack, and ensure all updates are synced across platforms—making it even easier to manage support tickets without any hassle.
Want to see how ClearFeed can simplify your monday.com integrations? Try the ClearFeed demo now and discover how to streamline your workflows and improve your team’s efficiency with ease.
