Monday.com Dropdown Template for Support Tickets

Support Tickets Template Overview

Manage customer support with priority routing and SLA tracking.

Board Structure

Groups

• New Tickets
• In Progress
• Waiting
• Resolved

Columns

Column	Type	Purpose
Ticket	Text	Track ticket
Category	Dropdown	Options: Technical, Billing, Account, Feature Question, Bug
Priority	Dropdown	Options: Urgent, High, Normal, Low
Status	Dropdown	Options: New, Assigned, In Progress, Waiting on Customer, Resolved, Closed
Agent	Person	Track agent
Customer	Text	Track customer
SLA	Text	Track sla

## Dropdown Configuration

Category

Options: Technical → Billing → Account → Feature Question → Bug

Priority

Options: Urgent → High → Normal → Low

Status

Options: New → Assigned → In Progress → Waiting on Customer → Resolved → Closed

Zorpa Automation Rules

Install Zorpa and configure these rules:

• When Priority changes to Urgent → assign to senior agent + start 1-hour SLA
• When Status changes to Waiting on Customer → set 48-hour follow-up timer
• Cascade: Category → Subcategory (Technical → [Login, Performance, Integration, Data])

How to Set Up

• Create a new Monday.com board
• Add the columns listed above (dropdown columns with the specified options)
• Create the groups: New Tickets, In Progress, Waiting, Resolved
• Install Zorpa from the Monday Marketplace
• Open Zorpa Board View and add the automation rules above
• Test each rule with sample data

Customization Ideas

• Add more dropdown options based on your specific workflow
• Create additional Zorpa rules for edge cases
• Set up cross-board sync if you use multiple related boards
• Add cascading dropdowns for category → subcategory relationships