Sep 105 min read

How Can monday Service Help With Ticket Management?

Recently, monday.com introduced a brand new solution to its 225,000 users. This was the monday.com service product. As Valerie put it, this tool is dedicated to improving a business’s ticketing workflows.

McKinsey reports that the customer care sector is experiencing issues with rising expectations, inquiry volumes, and talent shortages. On average, FTE's spend over 35% of their week in front emails.

Therefore, monday.com created the service product to help with IT support, HR service, legal requests, etc. On this platform, you can expect effective communication because of the robust ticket management system.

monday.com service can surely be the solution to all your ticketing software shortcomings. In this blog post, we’ll delve deeper into how monday service can offer help desk support through ticket management.

5 Reasons Your Business Needs a Ticketing Management Solution

Ideally, a company receives 17,630 service tickets from customers. For that, the average solution rate is 72.6%.

To reach a higher percentage, your company might need a ticket management solution like the monday.com service product. Here’s why such tools can help:

Tracks each ticket easily
Automates repetitive tasks
Prioritises and resolves important tickets
Monitors agent performance
Improves efficiency

This type of software usually comes with omnichannel capabilities, workflow automation, and ticket categorisation features.

monday.com Service Tickets Board

An influx of tickets can overwhelm your service team, making it difficult to track and organise them without ticketing tools. That’s why you’ll need monday service’s Tickets Board.

This is a system where your team can process incoming tickets. They can use automations and filters to manage these items.

To get a better understanding of how the monday automation works, you can seek help from an expert like Fruition Services. We can help your team understand the built-in infrastructure for seamless communication between clients and agents.

Benefits of the monday Service Ticketing Management System

monday.com has always offered out-of-the-box solutions to your operational challenges. Hence, with monday service, they’ve managed to make service operations proactive.

The benefits include the following:

Automatic ticket classification based on urgency, department, sentiment, type, etc.
Smart ticket routing to speed up the handling process and reduce manual work for the agent.
Channel-based and thread-based email tracking and communication for optimal ticket management.

Tickets Board View

In the monday service tool, you can view the boards differently because of the unique customisation options.

For example, the default one is set to Table View (My Tickets). It only shows open items that don’t have an agent or are assigned to you, keeping the less relevant ones hidden.

Similarly, the main view shows all the groups or columns without any hidden elements. Remember to integrate and customise the WorkForm to receive incoming tickets.

You can get a better idea about the Ticket Overview in the item’s Card View section. Here, your team can track ticket data, status, communication, etc.

monday Service Ticketing Management: The Basics of the Tickets Board

The Tickets board aims to manage open and all incoming queries in one help desk. It’ll keep relevant data in context, facilitate communication inside each ticket, and automate processes.

All that is possible because of the following basics:

Independent Items: These are the tickets that get created every time a customer asks a query.
Dynamic Groups: Each ticket is divided into groups based on their status and is automatically moved through columns when changed.
Structured Columns: This sets the entire structure of the tickets to ensure a seamless transfer of data through WorkForms or manual inputs.

The columns in the Tickets Board include the Item name, customer data, description, and sender’s email address. These usually get automatically filled in the monday service tool.

Ticket Overview: A Unique monday Service Feature

monday.com service is a support ticket system that helps streamline workflow and customer communication.

monday can become the platform for all your enterprise service management (ESM) and IT service management (ITSM) requirements. You get to create seamless connections between service or help desks and the data, people, and tools to boost efficiency.

Andrew Marshall, VP Operations at Sewell Family of Companies, considers this product the best ticketing system.

With monday service, companies get to start delivering faster service because they have full freedom to scale with business needs. Moreover, you get to stay ahead of the service trends or issues.

How is all of this possible? That’s all thanks to the intricate ticket management system with the overview feature.

Access the Ticket Overview Feature

To access this View, you can click on any item name (ticket) on the board.

You’ll see different aspects of the item divided into sections. This is a perfect way to categorise and lay out the data for your support team to resolve.

Basic Information

On the left side, you’ll see a panel that features all the basic information about the ticket. Examples include priority level, status and name, attached documents or files, time tracking details, etc.

You’ll also find all the emails and correspondence being tracked for that particular ticket. To access this, ensure to integrate your email account using the Connect Channels section.

Replying to Emails

Did you know that you can reply to each thread from the monday.com service platform itself? This email ticketing integration lets you draft emails in a pop-up window in the Ticket Overview interface.

You have to click on the Reply button, write your email, and hit Send. Once done, the email will appear in the activity log section.

Did you know all tickets are thread-based in the monday service tool? Each item will represent a single email thread (back-and-forth replies).

Moreover, new emails will create new items on the board, even if it’s regarding existing tickets. You can also automate follow-ups and replies to streamline communication between your team and clients.

FAQs

What is monday service?

The monday.com service is an ITSM and ESM product that helps teams offer seamless support experiences to their customers. With this tool, you can automate various parts of the customer service requests and facilities. The HR, IT, finance, and legal service teams can use the monday service platform to revolutionise service management.

How much does the monday service product cost?

The monday.com service cost depends on the plan you choose for three users. For example, a Standard plan can cost USD 26 per seat/month, while the Pro service plan will cost USD 38 per user/month. You can also explore the monday service interface during a 14-day free trial.

Why should I use the monday.com service tool?

Companies should invest in the monday service platform because of the intuitive dashboards, no-code automations, rapid implementation, etc. This product can empower businesses to deliver self-service customer experiences, smart routing features, and streamline communication to enhance service workflow. Also, you should use the monday service tool for its AI-powered ticket classification feature.