Monday Service is a customer service management solution built on the monday.com Work OS. It brings ticketing, service requests, and support workflows into one platform, so teams can manage and resolve issues without switching between tools.

• Centralized ticketing: All incoming requests — email, forms, or chat — are logged and tracked in one place.
• Custom workflows: Boards can be configured to match how your support team actually works, from simple ticket queues to multi-stage approval processes.
• SLA management: Set service-level agreements and get automatic alerts before deadlines are missed.
• Automation: Route tickets, assign owners, and send updates automatically based on rules you define.
• Real-time dashboards: Track ticket status, team workload, and resolution times as they happen.
• Reporting and analytics: Review service trends and team performance to identify recurring issues and improve response times.

• Automatic ticket triage: Incoming tickets are summarized, categorized by request type, and checked for customer sentiment — all without manual review.
• Smart ticket assignment: Tickets are matched to the agent best suited to handle them, based on skills and current workload.
• AI-suggested replies: For each ticket, AI suggests a summary, resolution steps, and a ready-to-send reply, along with links to similar past tickets for context.
• monday sidekick for tickets: An AI assistant that works directly on the Tickets board — it can summarize a ticket's history, recommend next steps, draft a reply, or flag tickets at risk of breaching their SLA.
• AI agents for common requests: AI agents can resolve routine requests on their own — updating tickets, replying to requesters, and completing simple actions — and escalate to a human when the request needs one.

• IT support and internal help desks
• Customer-facing support teams
• Cross-functional service requests within an organization

Customization

Boards, forms, and ticket statuses can be adjusted without any coding. Teams can start with a template and modify it as their process changes, rather than being locked into a fixed structure.

Scalability

Monday Service works for small support teams as well as larger, multi-department operations. Boards and workflows can expand as ticket volume or team size grows, without needing a system change.

Collaboration

Team members can comment, tag colleagues, and share updates directly on a ticket. This keeps context in one place instead of spread across email chains or separate chat tools.

Access and Notifications

Updates can be set to notify the right people automatically — assignees, managers, or requesters — through email or in-platform alerts, keeping everyone informed without manual follow-up.

Integrations

Monday Service connects with tools like Gmail, Outlook, and Salesforce, allowing data to flow between systems without manual entry. Custom integrations can also be done.

Support teams often manage requests across scattered tools — email, spreadsheets, and chat — which makes it harder to track SLAs and measure performance. Monday Service consolidates this into a single system, giving teams clear visibility into ticket status and workload, and giving leadership accurate data to guide decisions.