Everyone very much welcome to this build With Us webinar. And today we're going to talk about ticketing and support. And as per usual, it's me, Fredrik Kastenholm and Thomas Karlsson, your ever hosts of these webinars. Without much further ado, uh, over to you, Thomas. Let's take us to, uh, through today or -tonight for us Europeans. -Yeah. So I'm not planning to go several hours. Guys, we're doing something very simple today. We're doing a support ticketing in monday.com. So we're focusing on aftermarket support. Obviously, we can do ticketing for other solutions as well. I haven't prepared anything for today because it's actually a really cool thing to see built from scratch. So we do a new board. We call it support. We don't have any good word here. I think it. Or, you know, my classical one is always deleting everything because I like to start these sessions, uh, really fresh. Yeah. Shout out to monday.com would be really nice with an actual -start from scratch one. -Yeah. So of course I always do the same thing. Just remove. -Everything. Yeah. -So this is obviously, uh, let's say we have a new ticket group and we're going to have another group for ongoing, and we're going to make it super simple. So we have a new finish because I can't spell completed. All right. What do we want to know? We want to know the name of the person submitting the ticket. We want to know. Hang on. Actually, let's go in and look at our contacts. Open this in a new board, a new tab. Just want to check if we use the email column or if we use the. Yeah. This is the email column. Uh because we're going to be matching on this one. So we want an email column. Sometimes we do email as a text column, so that's why. Let's do a long text and let's do a file -column. -This is about it. That we need for to manage a ticket, right? We need a name of the submitter, the email, the description files. Let's say that we we add a status column just for the sake of it. So we have uh, let's say call it type. Board and say we only have -three types. -Sorry. -Here we go. -So my idea now is let's create, uh. Uh, the form, because I don't want any other columns to be submitted by the person submitting the ticket. So I could prepare the whole board if I want to. But there's a feature in the form that if a column is added after the form is created, that column is automatically hidden in the form. So I'm actually saving myself a bunch of work by not completing the board and actually creating the form now instead of later. Good one, because I usually complete the board ahead and then I go hide, hide, hide and then forget a few. And then boom. And then go back and hide. Hide. Yeah, exactly. Keep in mind, we can upload a logo if we want to. I don't want to do that because I don't want to sit here and browse for a file right now. So this is the columns we have in the board right. Let's start with the file column. Add any supporting files needed. And obviously the file should not be required. Please describe. Your issue. Exclamation mark. Let's make this required. And if we add a question that we later want to hide, you know the hide -button down here. -Yeah, that's that's my favorite button. Cool. So this is the new by the way. This is required. Include conditions. So in the new forms for enterprise in app we do have the ability to have dynamic forms. So I just want to show you how it works. So let's take let's include a condition and say if an answer is type three let's add a new question and let's insert a number. So. And that one is required. But it's cool because I'm making it required, but it's only showing if type three is selected. And yes, if you want to hide dynamic questions like this, you need to add them in the form builder. If you already added this column in the board, you got to have to delete it and add it through the form builder, because that's the only way to add and make one of the columns dynamic. And obviously you could have different options for the different types. We can make this nested with statuses, statuses, statuses, conditions can be done on the status column, the checkbox column, and a dropdown column. Email. Definitely mandatory. -There you go. -Your name. -Your email. -And actually, let's hide the first item name because we don't need them to to create like a nice sub. Uh, like, uh, what's it called? A headline for the ticket. It's usually not how it works. Uh, include name questioning form. No, you can actually unclick it now. Uh, group of answers so that you can specify which group you want your answers to come into. If you don't specify anything, it will be in the top group always. -But let's specify new tickets. -Why not finished and just call it done? -Well. -You're in a rush. If effective ticketing. Yeah we don't. So we can we can have a success message and we can do our redirect. Let's show you how the redirect works. So we can say after a submission we do a redirect to this address. Submit another note. We don't allow anonymous submissions. There's no need to present that service. We'll just show you how many questions you have done. So if we preview this. This is what's your name, email, type of issue description and if I select one, nothing happens. If I select two, nothing happens. If I select three, -I get quantity. -Oh. -Awesome. -And it seems to work. -Awesome. -Like magic. -Perfect. -Good. Let's go back to the board. Let's insert. Obviously I want to track this. I want to practice one against our contacts. So we want to connect to contacts, build with us in the CRM. Yes. Might want the two way connection if you want to make it. So here's the thing guys. If we check that we want a two way connection, we can always break it afterwards. But if we don't check it, we can never force it. We actually need to re delete the connect to board column and create it from -scratch. -Correct. We don't need to mirror anything. We do want to have an automation though, that matches. Right. So. Let's see what we can do. So when an item is created, all of the items will be created in the form with all the values in there, so it's perfectly fine to use this. Connect the items. Another board. This would be our contacts, right? -That's the one. -Contact. We match that your email with email. And do we want to overwrite new matches or adding new matches? It doesn't really matter in this case, and we can perfectly use the monday.com native automation for this because everything is being filled out in the form. If we were to fill it out in the board, we probably wouldn't be happy with the triggers we have. So we would probably want to go with, uh, with the auto connect where we do have status, uh, -labeled triggers. -As you said. So that's actually something to think about. What what are your trigger factors? You can of course have several trigger factors, but many natively have certain sets, uh, and it's own limitations with the auto connect. You can actually have more and you can use statuses which basically give you an endless option on how it should -respond. -Basically. Yeah. And in monday.com you have column changes, but you can't say what is specified a change. So if you have it's set to a status column, any status -will trigger the automation. -Yeah, exactly. That's the major difference to be totally honest. And in this use case, I didn't even have to use our custom app. We could use the monday.com native one. So that's perfect, right? So I probably want a person column. I probably want a status column to know how the how the thing is, uh, -progressing. Right. -Yeah. Who's handling the ticket? Whereabouts are we? Yeah. We also want to include for later. I was about to write pulse ID. Someone sent in the API? -Yeah. -So item ID, this is the database code for this item. So let's see if we can have people report. You can send it to us on Facebook or uh, or Instagram. Let us know the highest item ID you can find in your account. Because this is the amount of items basically you had. So the next item we create here will be more or less sequential. So this is always a database item. It it's totally unique. Uh, yeah. And and if you ever go into, uh, trying to find stuff in the API, this is basically how you call an item. You call it by that number. That's that's its -name. It's address. -Mm. Cool. So we have a form. We share this form on our web page any way we want. Right. But we now what we want to do, we want to send an automatic recipient reception email to the person submitting the ticket. Correct. So we go in for integrate. In this case, we'll go with Gmail because that's what we're using. But if you have outlook, of course, then choose outlook. It's the exact same setup. When a new item is created, send an email to someone that's the one you link it with your email. Someone. In this case, that would be the email column. You can use email column or text columns for this. -So we set your email. -Hello. I'm here. Remember to use your dynamic values and personalize your email. Just like Thomas is doing on the -screen right now. -And we use the item ID -to give them a ticket number. -And. If I am on Gmail, it actually works with my email signatures. I have configured in Gmail if we are on outlook. Unfortunately, outlook does not allow the server to to grab the signature. The signature doesn't only sit in the client, meaning that it will send the email without the signature. So add a text based signature in here, -guys. -Active board. -Cool. -So in the context one, I just want to make sure yes, we have a person column here. Did you do did I? We have everything we need, I think, to see if we can, uh, trigger the first, uh, connection. So let's, uh, this the form. Thomas Karlsson, thomas@omnitas.se My type is type two because I don't want to fill out an additional field. And I can add a file. I'm not going to do it because it's not required. Submit. Thank you. -Let's see. -And we got the redirect -as intended as well. -In the board. Incoming form answer, Thomas Karlsson Thomas connected already to the contact board. So this is a great one, because now if your salespeople, for example, later on goes into the contact registry, they can see, oh, this person, he had 50, uh, support tickets the last few months. And I get a log here saying outgoing email. We have received your ticket. Hello, Thomas Karlsson, thank you for submitting a ticket. Here's your ticket number. Please allow us up to 24 hours to respond with a solution. We have two options on how to proceed from here. We can either go with fully automatic emails back and forth that only status based, or we can do personal touch -email. -Yeah. Which one do you prefer? Well, I never prefer the personal touch. I'm kidding. Uh. So. But let's start with the automated one to show you guys how it would look like. Okay, so we would insert a. A long text. Put it there and this would be. Reply. First we need to do a few things. Add new integration. Gmail. When an email from this email column is received, add it as an update. So when I get an email any email from email column, add it as an update, right? Because then I will see what they send out. Next thing is, we need to set some cool statuses here. So let's go with the new. Uh. -Ongoing. -And reply. Close. Yes. So another -one then would be. -One of the changes to something. Send an email to someone. The status changes to send reply. Send an email to the email column -write. -Hello. -Your name? -Um. -We do. -It might be. And we also refer to their description to them. So if they if they don't remember or just to make sure that it, uh that's good. -Here we go at the board. -So now. -I was. -Actually thinking about your your second, uh, integration here. We can actually put a filter on the item ID on -that one. Right. -We could. Subject includes item ID. Yes. So it becomes a very, uh, ticket ID is included that way. Uh, we only get replies to our -emails in here. -Yeah, I mean, that way if one person have two, two or more tickets, the right reply will hopefully get into the right ticket. And so on and so forth. Very smart of you. So this is an ongoing one. I'm not bothering with doing the integration automation at moving it down. You all know how to do it by now. If you followed this is a common problem you solve it -by. -I like the number four. So now I can actually trigger a -send reply. -And it. -Triggered. -And now I have sent that. It also registers as an incoming email because I'm emailing myself, of course. So this is the outgoing one. Reply to ticket number. Hello Thomas Karlsson, this is to write you about your ticket number. Which description? This is my reply. This is a common problem blah blah blah. Please let us know if it persists. And as you see, the email got back to me because it had the ticket number in the headline. This will only be a problem if you sit in monday.com and email yourself, -right? -Yeah. Correct. And you also see that when using a long text column, it actually kept the formatting that Thomas put in. So it actually used the breaks he used. So when he hit return those line breaks is actually entered into the email as well. And not just long one long text string, which would be the case if you would try and use another -text column. -Yes. And now what I'm doing. I'm adding a date column. Last reply. And then we're doing another automation. So when status actually let's just do the custom one. I always use that one except for the match one because that you need to use the recipes. Uh, so if you have been trying to make a custom match, uh, automation, you can't you need to use the recipes. But basically for the rest, use the custom one. Yeah. And then also what I want to do just to make sure that it goes, I have less clicks down the line. I want to change the status to something. So when the status changes to send reply I want to change the status to reply send. So it feels kind of like something's happening, right? Oh cool. So then it will be changed to reply send and it will be today's date. And then we could say. Clyne's question mark and we add another affirmation saying. Two weeks after last reply. Change the status to. -Clyne's. -So we don't have all stuff in here. We get a flag, we can filter on that status. Okay. We can also put up a really nice item view for this on an item card. Right? So we actually want to do, uh, we go into the settings and we want to reply remove most of it. So let's do your name your email type of issue. And, uh, status. That's all we want here. And we add a text widget. -Where we have. -We remove your. Name. Gotcha. And the Scripture first. So now I can I can sit here and I can actually, uh, you reply and reply. Recent. -Here we go. -And you know what? Very soon we will be able to have the updates as a widget on the item card, so we can actually see the historical -conversation in this kind of setup. -Yeah, it's going to be so great. -So this will be. -Quite a nice way of, of running uh, a more or less automated. You don't need that much of a personal touch. The other way of doing this would be to actually have, uh, the emails and activities connected on top of this. So you still have the automatic reply or receiving it, but you can then have any kind of free email nested text in here. And this is obviously breaking the system now because I have uh, uh, I had my, -my personal email. -That's yeah, it's looped in quite a bit. Yeah, yeah. And of course in emails and activities you can add in templates and stuff like that. So you can have template answers and stuff like that as well. So uh, -it's actually quite useful. -Yeah. So let's make a new one, a new item. So obviously you don't have anything here, so you can send an email from here as well. Keep in mind that we can still template these emails and we can have email tracking. And we can even go further. Remember where we have we showed you about the automations. We can actually change the statuses when an email is received, uh, which would then show you exactly which items that you need to take action on. So if you make some smart statuses, you can filter the whole board -on that status. -Uh, and you can also use the open, uh, if they've opened the name and the email and so on. And if they haven't replied in a couple of days, that automatically put it as closed, like, uh, or something like that, or change a status to send like an automated notice. We have now closed your ticket, blah, blah, blah, and then move to close so you can build chains of this and, uh, -be really, really smart about it. -And obviously, you know, you, you set up your table view the way you want it. There's another cool thing. Let's see if we can actually look at adding an FAQ. -Right. -And this is really cool. So this is basically building a data repository -with answers. -Yes. So what we want in this board we can have as many groups who want. It could be a good way of grouping the questions even because it makes sense. So let's just change this to category one. Group two. Right. Let's remove the files and let's insert two long text. And a last update. I know it was out there, but I'm so used to putting this it goes just as quick. This would be the name of the questions, right. And you can name you can write them fully out and say blah blah, blah, This is your question. Very nicely done by me. Yeah, I like that question. I tend to have a hard time -answering it though. -Yeah. I just didn't want to spend the time. I completely agree, people don't want want to see you sitting there figuring out and typing a question. Yeah. Please use. -Okay. -And you can build. And let's stay there. So I'm actually removing the rest of them. Just the fun of it. This is our FAQ. Obviously quite, quite ugly, quite generic. Let's go back to our support board. We insert a new connect boards. We connect this to the FAQ. We do not need a two way. We want to mirror. We want to mirror the long description and we want to mirror the answer. This is basically a check. So if I say okay, this ticket here is about what's in item one. I can then from here see. Yes, this is the correct one. This is my answer. So we can actually build this into. When I write my email reply, I can do it like this. So I have answer new row Dom update meaning that. Please use. This will be the standard answer. Now I'm giving a custom reply to the standard answer reply send reply. It will work exactly the same way, but I only had to write half of the email. Please use to reset your password. If this doesn't work, let me know and I'll push a new one to -you. -Yeah, and if you have a support organization when there isn't an answer to this for normal, your support organization will build this database out and you will get more and more and more. So add a new question, right. -Yeah, I filled. -Out the standard reply that now can -be used by other people. -Awesome. It's in here. And? And the only thing we want the last update, we want to use that to understand that sometimes some of these question becomes really old. So you want to maybe check everything that's older than three months, six months. This is still a relevant answer. Yeah. And, uh, Thomas, correct me if I'm wrong, but you can't automate really on the last update, but you can build an automation and a date column to basically do this for you. And then you can actually put a status on it. So get a like a red old question mark. So you -get updates on it and so on and so forth. -Yeah. So what we can do is we can do, uh, do it like this. Uh. When column changes. And that would be our answer column. Set date in the date column. So now I would say. The only difference here now is. Blah blah blah. And then I will -get today's date in here. -When it. There we go. There we go. This is. Our date. So this in turn, as predicted, can be used to trigger an automation that in turns has a -status saying. -Fine or old or something like -that. You. -Uh, yeah, exactly. Then we go in here. So we have done a lot of mundane automations today. -Yeah. -When data arrives, let's say, let's say here, uh, five months months after. The date, then change the status to review. This will of course not trigger now. It will trigger in about five months. -But yeah. -And then obviously we'll create a preview. So we add a table view which will be filtered on. I'm just grabbing it so I can get the filter settings. Status is review. Save to this view. And this would be my. Two review answers. So now I. -Can go away with. -This. -And we. -Probably want to do the -item default. -Value to. Good. Yeah. So everything is good until it needs to be reviewed. -Until it isn't. -It's quite and to be honest, it's -quite a digital board, right? -Yeah, yeah. Yeah, yeah. It's binary. It's going to be on or off. Yeah. Yeah. And of course, if you feel, feel like. Of course you can go in, like getting old and, like, have an orange in there if you want to offer, like, two and a half months or whatever. Um, yeah. That's really up to you. -Cool. -Is there anything we we missed talking about from a ticketing perspective today? -No, I. -Don't think so because this is really the basics of ticketing and actually the add on actually building a knowledge database or a knowledge repository, uh, which can be mighty useful both to standardize your answers. So you don't have, uh, ten different, uh, support agents giving different answers and, but also to help out and ease in new people, because now it's basically search for the answer. You need to give and give that answer instead of having to teach everyone everything. This way, even junior support staff can answer more complex -questions. -Yes. Final note though, right now when I go in here, I send things from thomas@omnitas.se Most of you probably have a support@omnitas.se I would advise spend one of your seats. Create a user that you call support, connect that to that email and have that user set up all the automation because then any other normal user can can use these triggers and everything will be sent back and forth to the -support email. -Yeah. And and actually there's one addition or you can do to this quite normally when you're doing support you usually take in feedback. How was our support. You can of course build another board with your questions and actually do the survey. So send a specific form to people when you are closing a ticket. And then you can actually get the feedback back on how do you think we handle your support errand. And then you get all that data into monday.com as well. I think that this is a good place to round -off, good. -Run through of, and actually showing all of you how easy this is to actually set up, at least at this intermediary level. It's not really basic, but of course it's not highly advanced either, but have a play around with this because as you can see, you can do a lot quite quickly. So you just have that sketch in your head first. Yeah. And the thing is that we used email. Now if you want to do this internally with users that are already in monday.com, you can actually have you do all of this with notifications, updates and communication. You don't need to use the email integration. So the same principle applies even when you have -the users inside a monday.com -Yeah. And if you want to go heavy on like social media and stuff like that or then guys he give us a call because you're going to need to use make for that one. But it can be done. -Yeah. -So this was how to run support inside of monday.com. And then we have a bunch of support or ticketing or case management where you actually want the one who submitted the ticket or the case to be able to communicate, update, amend files, maybe update some columns, which is problematic if they're not part of your organization because. The best you can do is a viewer who can share and change anything. We actually do have a solution for this, -don't we, Fredrik? -We do. And we also have an upcoming webinar just about that specific thing because it's it's actually really, really cool guys, but we're done. And what we've actually done is we've built a complete portal to put on top of monday.com Uh, and it's yeah, there's just one word for it. Uh, and it's a real monday.com world. It's amazing. And as we can see, our marketeer Michael down here, he's actually posted the link. So sign up for that webinar because it's something really, really, really special and it's something not ever seen before. It's completely new. With that, everyone have a really good night and thanks for watching.