Turn your inbox into an automated helpdesk on monday.com
Stop manually copying support emails into your boards. Use Extract AI to automatically turn customer inquiries into structured tickets, ensuring every request is logged, tracked, and resolved without lifting a finger.
Native in monday.com
- Intelligent email extraction
- Gmail & Outlook compatible
- Real-time SLA monitoring
The Problem
Manual ticket management is hurting your CX
When support agents spend more time on admin work than problem-solving, your response times skyrocket and critical customer issues get lost in the noise.
Invisible SLA breaches
Without automated timers, teams have no visual alert for urgent tickets, leading to missed deadlines and frustrated customers.
The "Copy-Paste" cycle
Manually moving sender names, email bodies, and ticket numbers from Outlook or Gmail into monday.com is tedious, repetitive, and prone to human error.
Fragmented communication
Critical context – like screenshots and diagnostic files – stays trapped in email threads instead of being linked to the execution boards where the solution happens.
The Solution
Automate the Intake. Solve with superpowers.
Jetpack Apps bridge the gap between your shared inbox and your execution boards, transforming raw requests into an organized ecosystem of tiered support.
Intelligent extraction
Use Extract AI to pull Sender Details, Subject Lines, and message content from Gmail/Outlook directly into your board columns automatically.
Smart SLA status
Automatically calculate resolution deadlines based on ticket priority. Get visual alerts (Yellow/Red) before time runs out to ensure no ticket slips through the cracks.
Tiered workflow logic
Split your workspace into zones: a Tier 1 Support Inbox for front-door requests and a Tier 2 Escalation board for deep-dive technical investigation
Why modern support teams choose Extract AI
Built for high-volume service environments, our solution helps you scale your support operations by stripping away manual data entry.
Zero manual forwarding
Set up a secure board email address once and let Extract AI handle the routing. No more "forwarding" threads or losing track of customer history.
Automated ticket "Sweeping"
Once a ticket is marked "Resolved," the system automatically stops the SLA clock and sweeps the item to a Ticket Archive & Dashboard for performance reporting.
Real-time team visibility
Monitor "Waiting on Customer" views and "Board Analytics" to see live ticket volume, identify trending issues, and manage daily queues from one dashboard.
What this looks like in monday.com
A seamless process from initial email to resolved success
STEP 1
Auto-extract
Customer emails your support address; Extract AI creates a monday item with all details and attachments automatically.
STEP 2
Claim & claim
Agent assigns themselves to the ticket, changing Status to “In Progress” to officially start the Smart SLA clock.
STEP 3
Resolve or escalate
The agent works the ticket. If fixed, status changes to “Resolved.” If complex, status changes to “Escalate to Tier 2.”
STEP 4
Archive & report
The system stops the SLA clock and automatically moves the ticket to the Archive board for performance tracking.
Common HR Use Cases
Built for every level of service
From rapid-fire Tier 1 responses to complex Tier 2 technical investigations.
- Front-door intake
The first line of defense for customer requests
- Email-to-Item extraction
- Active by priority views
- Instant owner assignment
- Auto-reply confirmations
- Advanced investigation
Deep-dive zone for complex technical issues.
- Internal notes sync
- Hand-off status triggers
- Secure developer logs
- Priority escalation rules
- Performance tracking
The vault for historical success and reporting.
- Automatic resolved sweeps
- Historical success charts
- Live workload analytics
- Audit-ready ticket history
- Feedback & compliance
Organize internal requests and project feedback.
- Shared inbox monitoring
- Unified request history
- Form submission extraction
- Automated SLA alerts
- Free Download
Get the service desk solution pack
Deploy a pre-configured support ecosystem including Tier 1, Tier 2, and archive boards optimized for Extract AI.
We’ll only use email to send the solution and updates. Unsubscribe anytime.
Start your 14-day free trial. No credit card required.
Frequently Asked Questions
How does Extract AI turn support emails into tickets automatically?
Extract AI works by connecting directly to your shared support inboxes in Gmail or Outlook. When a customer sends an email, the app uses real-time extraction to identify the sender, subject, and body content, then automatically creates a new item in your monday.com support board. This ensures that every inquiry is captured instantly as a helpdesk ticket without any manual forwarding or copy-pasting.
Can the app handle attachments like screenshots and logs?
Yes, Extract AI features automatic file extraction for every incoming email. It identifies all attached documents, images, and logs and uploads them directly into the File Column of the corresponding monday.com ticket. This ensures that your agents have all the technical context they need to resolve the issue right where the work happens, keeping your service desk organized and audit-ready.
Does Extract AI support both Gmail and Microsoft Outlook?
Absolutely. Extract AI is designed for multi-platform compatibility, allowing you to automate email extraction from both Gmail and Outlook accounts. You can set up unique recipes for different boards, ensuring that IT helpdesk requests and customer queries are routed to the correct teams and mapped to the appropriate board columns based on their source.
How do I map email content to specific board columns?
Extract AI uses an intuitive data mapping interface where you can choose which parts of an email (e.g., Sender Email, Body, ticket ID) go into which monday.com columns. You can extract structured data such as phone numbers or order IDs from the text, allowing your support agents to use filters and search to manage their ticket volume with precision and speed.
How does Extract AI help scale support teams?
By eliminating manual data entry, Extract AI allows support teams to handle much higher ticket volumes without increasing headcount. The app ensures that sender info and communication history are automatically logged in your monday.com workspace, removing the “Forwarding Trap” and allowing your agents to focus entirely on problem-solving and customer satisfaction.