Inspiration

The Carbon Web team loves using Monday.com, and we wanted to make sure that we were using it in every process. This often required us to develop robust API or log actions in both Monday.com and a third-party ticketing system.    We figured that other teams faced similar issues, so we decided to build out a ticketing system that is customizable around Monday.com boards. Through utilizing board views and integrations, we were able to build a new CRM for Monday.com.

What it does

Ticketbooth transforms your Monday.com client overview board into an interactive ticketing view that acts as a CRM. The heart of this app comes from converting pulses into tickets, allowing you to manage and communicate with your clients.    The main page of Ticketbooth is called the Ticket List. This is where you can add, sort, and browse all of the tickets that have come through your system. Clicking a ticket brings you to the Ticket Details screen, which lays out all of the ticket information and redefines the functionality of pulse updates. This view allows your team to add internal notes on a client and to send emails to your clients directly from Monday.com! 
The main features of Ticketbooth include:

Ticket List
🎟️ Group Filtering: Sort through your tickets with filters based on your board groups.
🎟️ Mappable Fields: Choose what you are presenting on each ticket from your board columns.

Ticket Details
🎟️ Advanced Item View: View all the ticket information while accessing the updates section.
🎟️ Client Communication: Send and receive secure emails to your clients via the updates section.

Canned Responses
🎟️ Emails: Save formatted email templates and send them to your clients.
🎟️ Forms: Send out Monday.com forms to easily gather the information you need from your clients.

How I built it

From the start of development on Ticketbooth, I focused on laying out the design and features. The Carbon Web development team then helped bring my ideas into a working product.   The development team used a ReactJS frontend along with Monday.com API for many of the backend functions. To solve Ticketbooth’s more complicated functions, we utilized external Node.js. We also utilized Monday.com's storage function to save the user’s configuration across their Monday.com account.

Challenges I ran into

A large challenge that our team faced was our lack of experience with developing in Monday.com. Although the languages were the same, the environment in which we were developing was not. It took a lot of time for our team to become familiar with this, which resulted in a smaller development window.   On the design end of things, it was challenging to create an app that would fit seamlessly into Monday.com. To do so, I had to make consistent changes to keep up with Monday.com’s design guidelines and also had some troubles due to some items not being documented in the guidelines.

Accomplishments that I'm proud of

From the start of this project, I wanted to make sure that this app would be scalable and customizable for all businesses who need a ticketing system in Monday.com. I am very proud of how our app can convert any board layout into a functional ticketing system.

What I learned

Throughout working on this project, the Monday.com community forums have been a fantastic place for development help. They have also helped me get a sense of what Monday.com users need help with. Knowing this, I will definitely stay active for any suggestions and changes that people are looking for.

What's next for Ticketbooth

The idea is to continue to work with the community and other Monday.com developers to expand the features of Ticketbooth.   Some updates we are looking to make in the near future are to support "Link to Item" columns in our Ticket List and to allow for your team to view an overview dashboard from inside the application.    With the endless customization that Monday.com provides, there is no telling where Ticketbooth can go. We will keep an active roadmap on our website that shares what our team is currently looking into and we would love to implement any new feature requests that you may have. View Roadmap: https://www.ticket-booth.net/#about Submit Request: https://forms.monday.com/forms/2cfd9a917144e22866ee8132fe1dc650

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