monday.com Item Management Using Text Commands

This guide covers how to manage and answer user requests without leaving monday.com. By typing short text commands in an item's Updates section, you can reply to the submitter, close the ticket, and reopen it.

Step 1: Receiving Form Submissions as monday.com Items

Whenever a user submits a request through your Hipporello portal, the submission is captured and sent to monday.com.

• A new item is created on the board and in the group you set for the form.

• The item name reflects the incoming request, so it is easy to spot on the board.

Step 2: Reviewing the Ticket Details

Click the new item to open it and go to its Updates section.

• The first update contains the submission details.

• If the form has an automation rule that messages the requester when the item is created, the user gets a confirmation that the request was received.

• With Log actions in Monday item Updates turned on in the form's settings, replies and automated messages are also posted to the Updates section for your team's visibility.

Step 3: Replying to the Submitter

You don't need to switch to an email inbox. You can answer the user from the item's Updates section.

• Click into the update box in the item's Updates section.

• Type #reply followed by a space and your message. The command has to be the first thing in the update.

Example: #reply Hi! Sure! We'll reach out to you within 3 days with some questions to get to know you and your brand.

• Once you post the update, Hipporello sends the message to the submitter and records it on the request.

• Keep the reply to text. Files attached to the update are not forwarded to the submitter.

Step 4: Closing the Ticket

When the problem is solved or the request is done, close the ticket with a quick update.

• Type #close in the update box and post it.

• The request is marked as closed right away.

• To tell the user automatically, add an automation rule with the Request is closed trigger and the Send message to requester action. See the automation guide.

Step 5: Reopening a Ticket

If a closed ticket needs more attention or the user follows up, you can reopen it the same way.

• Type #reopen in the update box and post it.

• The request goes back to open and is active again.

Who Can Use Text Commands

Commands only work when they are posted by a team member of your service desk, meaning a member of the connected monday.com board. Updates from anyone else are left as regular updates and don't change the request.