SmartThread Try free

How to use SmartThread

Group duplicate and recurring tickets into trackable issues — set up in a couple of minutes.

What it does

SmartThread reads your tickets' titles and descriptions, uses AI to find the ones that are really the same underlying problem, and groups them into a single trackable issue on a dedicated "SmartThread Issues" board — with a live ticket count, a status rollup, and every related ticket mirrored in one place.

Prerequisite: a monday.com board of tickets that has a text or long-text column holding each ticket's description. You'll map this during setup.

Installing

  1. Install SmartThread from the monday.com marketplace (or via your install link) and approve the permissions.
  2. On first open, the panel shows a one-time Connect SmartThread step — click Authorize so the backend can sync.
  3. Open any ticket and add the SmartThread view (the + next to the Updates / Files tabs).

One-time setup — map your columns

Setup

The first time you open SmartThread it asks which columns hold each ticket's details:

  • Description — the text column(s) used for AI matching (pick one or more).
  • Status, Assignee, Date — mirrored onto each issue.
  • Issue column — where groupings are stored. Use your existing "Issue" column, or create a fresh one.

Click Save mapping — SmartThread creates the Issues board and you're ready.

Grouping tickets

1

Open a ticket → SmartThread tab

SmartThread shows the suggested issue the ticket belongs to, with a match percentage and the tickets it matched on.

2

Link or create

Click Link to this issue, or start a new issue. When creating a new issue you can tick the AI-suggested tickets and search to add any others.

3

Refine (optional)

Use the Refine box to add detail — it's combined with the ticket's title and description to sharpen the AI suggestions.

The Issues board

Each issue shows its Ticket Count, a Status rollup (Done when all tickets are done, Stuck if any is stuck, otherwise Working on it), First/Last Seen dates, and all of its tickets as subitems mirroring status, assignee, date, and description — kept in sync automatically.

Ticket Overview

Add the Ticket Overview view to the Issues board for a clean per-ticket page showing status, assignee, date, description, and a link back to the original ticket.

Changing your setup later

Open the SmartThread tab on any ticket and click Edit columns to re-map columns or switch which Issue column is used.

Need help?

Email support@smartthread.app and we'll get back to you.