Transforming IT Support Operations with Monday.com Services

About the Company

Our client is a forward-thinking business consulting and tech firm dedicated to helping organizations adapt, evolve, and thrive amid rapid digital transformation. Their core services include cloud infrastructure, cybersecurity, UI/UX development, and branding.

Summary:

The client, a tech and consulting firm, needed a robust ITSM solution to manage internal support tickets, automate SLA tracking, enable collaboration, and integrate with file storage. They contacted us to migrate to Monday.com service. The CloudCache Consulting team explained  how Monday.com service could streamline their IT workflows with automation through email-to-ticket conversion, custom ticket routing, Amazon S3 integration, and SLA dashboards. A tailored demo and pricing discussion were scheduled based on their specific needs. This collaboration is expected to improve SLA compliance, reduce resolution times, and enhance team efficiency, positioning Monday.com as a scalable solution for their IT operations.

Customer Challenges

They were actively seeking an ITSM tool to manage internal support tickets across various departments. The existing system was limited in scope and lacked automation and visibility.

Their primary concerns included:

• Customer Portal with Department Segregation: they needed a portal where employees could log tickets by selecting specific departments like Software, Design, or Infrastructure, ensuring smoother routing and faster resolution.
• SLA Tracking: Managers lacked real-time visibility into ticket resolution times, causing SLA breaches and internal escalations. SLA reporting and Automated tracking were very important.
• Email-to-Ticket Conversion: Users preferred emailing support requests, but these had to be manually entered into the system. They wanted all emails to auto-convert into structured support tickets.
• Team Collaboration: Often, tickets required input from multiple support agents. The current tool did not allow proper collaboration or tracking of internal communications.
• File Storage Integration: The team needed direct access to relevant documentation stored in external storage like Amazon S3, especially for projects requiring compliance checks.

Solutions

We, a certified Monday.com partner, introduced them to their Monday.com Service, which includes advanced ITSM and CRM capabilities. After an initial discovery call, our team provided tailored insights and solutions aligned with the client’s goals.

Here’s how CloudCache Consulting addressed each of the challenges:

• Custom Ticketing System with Department Filters: Using Monday.com boards and dynamic forms, the team built a customer portal where tickets could be submitted and automatically routed to the relevant department workspace. It provided both visibility and role-based access.
• Automated SLA Monitoring: Through Monday.com’s automations and dashboards, SLA rules were configured to alert managers when a ticket was approaching its deadline. Real-time dashboards showed pending tickets, breached SLAs, and average response times.
• Email-to-Ticket Integration: We implemented Monday.com’s email integration. Now, when users send emails to designated support addresses, the content automatically logs as a new ticket, complete with priority tags and department assignments.
• Multi-Agent Collaboration: The ITSM board was configured with update sections, comments, and ownership tags. This allowed multiple agents to work together, track progress, and leave internal notes—all within one ticket.
• File Storage Integration: Using Make.com (formerly Integromat), We set up an automation that allowed support agents to link files from the client’s Amazon S3 buckets directly within ticket records. This streamlined documentation access and audit trails.

Results

Early engagement from the client has been positive. The collaboration with us has helped them:

• Visualize how Monday.com can unify ITSM processes in a central platform.
• Identify automation opportunities that reduce manual intervention.
• Improve visibility and accountability across teams handling support tickets.

Once deployed, the system is expected to reduce ticket resolution time by 35%, increase SLA compliance, and allow faster cross-departmental collaboration—laying the foundation for scalable internal support operations.

Technology and Tools Used:

Monday.com service, make.com, Amazon S3

Final Words

This case highlights how CloudCache Consulting’s deep platform expertise and consultative approach helped the client confidently evaluate Monday.com as a robust ITSM solution. By focusing on their exact challenges and delivering tailored insights, We demonstrated how businesses can evolve their internal support operations with flexible, collaborative technology.

If you are also looking for Monday.com Implementation partner, CloudCacheConsulting remains a strategic partner—ready to optimize workflows, ensure adoption, and scale solutions as the business grows. You can check our client reviews on Upwork as well.