monday.com Service Desk Automation: Step-by-Step Guide

Hipporello's service desk automations for monday.com take the repetitive steps out of request handling. A rule can update the item, message the requester, or move the request along your board without anyone touching it.

Every rule follows the same pattern: an event happens on the item or the request, and Hipporello runs the actions you defined for it. That keeps requests handled the same way no matter who is on shift.

For example, when a request comes in through a form or email, an automation can:

• Set the People column so the item is assigned to the right team member

• Fill the Tags column to categorize the request

• Update a Status column or move the item to another group

• Send a confirmation email to the requester

Automation Triggers and Actions in Service Desk for monday.com

Triggers start a rule. In the WHEN menu they are split into two groups. Under Monday Item Triggers you will find:

• Monday item is created

• Monday item is moved

• Monday item is updated

• Monday item update/comment is posted

• Monday item is archived, Monday item is restored and Monday item is deleted

Under Request Triggers you can react to what happens on the request: Requester replies, Monday board member replies, Request is closed, Request is re-opened and User rates.

For example, when a form submission creates a new item, a rule on "Monday item is created" can send a confirmation email to the requester.

Once a trigger fires, the rule runs the actions in its THEN menu. The Monday Item Actions are:

• Update Monday item: pick one or more columns (or the item name) and set their values. This is the action to use for assigning people, adding tags and changing status, since on monday.com those all live in columns.

• Move Monday item to group

• Move Monday item to board, for sending the item to another board connected to your service desk

• Post update/comment to Monday item

• Archive Monday item

Alongside these you get the request and contact actions: Send message to requester, Close the request, Re-Open the request, Update contact information and Add internal note to contact. Rules inside an SLA policy use their own triggers (Request SLA is at risk, Request SLA is breached) and can notify agents with Send Message to Team Members. See SLA management in monday.com for that setup.

Advanced automations are part of the Premium plan.

Example Service Desk Automation Workflow in monday.com

• Trigger: When Monday item is created

• Condition: If request type = IT Support

• Delay: Wait 10 minutes

• Action: Send message to requester

The requester gets a confirmation, and the 10-minute delay leaves your team time to look at the item first.

For a first rule, try automatic item assignment or automatic tagging.