monday service is a customer service and ticketing platform designed for support teams handling both internal and external service requests. Built on monday.com's flexible Work OS, it enables organisations to:

• manage incoming tickets,
• automate support workflows,
• and deliver consistent service across departments or customer-facing teams.

monday service supports IT, HR, legal, operations, and customer support use cases, making it suitable for cross-functional service management. Its AI-powered tools streamline ticket categorisation and routing, while customisable workflows and self-service portals help teams scale support efficiently. Key benefits include faster resolution times, reduced manual workload, and full visibility into service performance.

What are the main features of monday service?

AI-Powered Ticketing and Resolution

monday service leverages artificial intelligence to automate the ticket lifecycle. From categorisation and routing to providing instant AI-generated responses, the system reduces manual tasks and accelerates service delivery. AI agents analyse ticket content and sentiment to assign requests to the most suitable agent or department.

• Auto-assign IT tickets based on priority and category
• Provide HR support through AI-powered knowledge base suggestions
• Automatically route facilities or finance requests to the appropriate team

Centralised Service Operations

The platform unifies multiple service teams—such as customer support, IT, HR, and procurement—within a single workspace. Users can manage tickets, tasks, and related processes without switching tools, ensuring consistent service delivery and visibility.

• Coordinate employee onboarding between IT and HR
• Manage cross-departmental procurement approvals
• Track customer support tickets alongside product updates

Customisable Workflows with No-Code Automation

With drag-and-drop builders and no-code automation, teams can adapt the platform to their exact service processes. Notifications, escalations, status changes, and handovers can all be triggered based on business rules.

• Create finance request approval chains
• Automate legal document reviews and sign-offs
• Trigger follow-ups for overdue support tickets

Real-Time Analytics and Dashboards

monday service offers visual dashboards and performance tracking tools that consolidate service metrics across teams. This allows service managers to monitor workloads, response times, and bottlenecks in real time.

• Track first-response and resolution time KPIs
• Analyse ticket volumes by department or category
• Identify trends and areas for process improvement

Customer Portal for Self-Service

The customisable portal allows users—including employees or external customers—to submit, view, and manage tickets without logging into the monday.com platform. Teams can publish knowledge base articles and track ticket status transparently.

• Enable customers to submit support requests and view responses
• Allow employees to request equipment or report issues
• Use the portal for vendor access to procurement workflows

Why choose monday service?

• AI-Driven Efficiency: Reduces manual handling by automating ticket routing and resolution with intelligent tools.
• Cross-Team Collaboration: Centralises service delivery across multiple departments in one unified workspace.
• No-Code Flexibility: Empowers teams to build and adapt workflows to their unique service needs.
• Real-Time Visibility: Offers detailed dashboards for performance tracking and continuous improvement.
• Scalable Support Model: Includes a self-service portal for customers and employees, reducing request load on service teams.