Integrating with Your Own Boards

The Service Desk App is not limited to the workspace template. You can also connect it to any existing monday board. Whether you are managing tasks, requests, internal workflows, or structured data.

This makes it easy to bring external collaboration into boards your team already uses. You can allow customers to submit requests, track progress, or communicate directly on selected items, all without changing your internal processes.

Whether you are managing onboarding tasks, partner support, product feedback, or internal issue tracking, the app can extend your existing board into a customer-facing channel.

Preparation and Considerations

Before configuring the Service Desk App on an existing board, there are a few decisions to make that will help streamline the setup process and avoid unnecessary interruptions.

• Decide which board to install the app on
  Choose the board where incoming requests or tasks will be tracked. This board will act as the central ticket board and be connected to the service portal.

• Clarify how customer data will be handled
  You will need a board that stores customer account data. If you already have one in use, you can link it during setup. Otherwise, you can create a new board specifically for this purpose.

• Create a Connect Boards column
  On the ticket board, add a Connect Boards column that links to the customer board. This column is required for associating tickets with customers.
  It’s best to set this up before opening the Service Desk settings. If the column is missing, you’ll need to leave the configuration view to add it, which interrupts the setup flow.

• Plan your status column and ticket states
  The app requires a Status column to track ticket progress and trigger customer-facing updates. During setup, you’ll need to map status labels that reflect key points in the ticket lifecycle.
  Consider how you want to represent states like:

  • A new ticket has been created

  • The agent has responded and is waiting for the customer

  • The customer has replied

  • The ticket has been resolved or closed