How to Use Monday.com as a Ticketing System?

So here’s the thing: Monday.com can definitely be used as a ticketing system, but it’s not built like a traditional helpdesk. That means there are a few limitations you should keep in mind.

First off, there’s no real customer portal. People can submit tickets through a form or email, but they can’t log in somewhere to track their requests the way they could with tools like Zendesk, Desk365, or Freshdesk. If you want them to see progress, you’ll need to share updates manually or add extra integrations.

Another big one is SLAs and escalations. You can set due dates and even build automations to ping people if something is overdue, but it doesn’t have built-in SLA tracking or breach alerts. For teams that need strict compliance or guaranteed response times, this can be a dealbreaker.

Communication is also a bit… basic. Updates and comments live inside each item, and you can integrate email, but it’s not really a threaded conversation flow. If customers reply by email, keeping that back-and-forth neat can take some extra setup.

Then there’s the scaling issue. If you only get a handful of requests a week, Monday.com is perfect. But once you’re dealing with hundreds or thousands of tickets, managing multiple boards and keeping reporting clean can get tricky fast.

And finally, a lot of the heavy lifting comes from manual setup and third-party tools. Unlike a helpdesk that comes pre-packaged with “ticket → assign → SLA → escalate → close,” you’ll be the one building that workflow with boards, statuses, and automations. It works — but it takes effort, and sometimes extra costs if you need integrations through Zapier, Make, or add-ons.

So in short: Monday.com is awesome if you want a flexible, lightweight system and you’re okay with customizing things. But if your team needs serious SLAs, customer self-service, or advanced reporting, you might hit its limits pretty quickly.