Who can use this feature

Available on monday service

From ticket management to cross-department collaboration, monday service connects all of your organization's operations in one easy-to-use service platform. Service AI agents work alongside your team to handle requests around the clock, routing them to the right specialist or a human expert when it counts. Keep reading to learn all about monday service.

What is monday service?

monday service connects ticketing, projects, and cross-department teams in one centralized support platform. Service AI agents work as AI teammates that handle requests directly, while smart automations and integrated workflows support your human agents with the rest. With fully customizable workflows, you'll enhance agent productivity, delight your customers, and visualize all service matters within your organization. Let's dive in to some of monday service's exclusive features and functionalities.

What can you manage with monday service?

• Get help from Service AI agents
• Manage tickets
• Speed up ticket resolution
• Escalate incidents 
• Connect channels
• The Customer Portal
• Automate ticket triage with AI

Get help from Service AI agents

When someone submits a request, such as a question about a benefit or a request for IT help, they don't always need to wait for a human agent to pick it up. Service AI agents can review the request and, if it's something they're set up to handle, resolve it right away. If not, the request goes to a human agent instead, just as it would otherwise.

Behind the scenes, you set up separate AI agents for different types of requests, such as one for IT support and one for benefits questions, so each agent only handles what it's actually equipped to answer. 

When a request comes in, monday service checks it against your agents and routes it to the one that fits. If none of them do, or if an agent doesn't have enough information to answer confidently, a human agent takes it from there instead.

To create your first agent team, configure what each agent can answer, and connect channels and portals, see Get started with monday service AI agents.

Manage tickets

Every request that comes into monday service through various channels becomes a ticket on your Tickets board, where you can track it from open to resolved in one place. Each ticket is an item on the board, sorted into groups based on its status, and moves automatically between groups as that status changes.

Track SLAs

The SLA column measures how long a ticket takes to resolve, from creation until it's marked resolved. It shows a live timer on your Tickets board, so you can see at a glance which tickets are within target, about to breach, breached, or paused, for example when you're waiting on the customer. Tracking pauses automatically outside your account's working hours.

Smart assignment

Rather than assigning tickets manually, you can set up smart assignment to route them automatically. Use a round-robin rotation to distribute tickets evenly across your team, or use AI-based matching to assign tickets based on context such as priority, sentiment, or category.

Speed up ticket resolution

Beyond the ticket board itself, monday service includes tools that help your team work through tickets faster: an assistant that helps you handle individual tickets, automatic duplicate detection, and automated responses you can set up once and reuse.

Work tickets with monday sidekick

monday sidekick helps you work a ticket without digging through the full thread yourself. Open a ticket, and sidekick shows a one-line briefing of what it's about, along with relevant follow-up actions like summarizing the ticket, recommending your next step, or drafting a reply to the requester.

When you open Sidekick at the board level, you’ll see suggested prompts that can help you review workload, surface risks, and prioritize tickets across the board. 

Detect and merge duplicate tickets

When you open your Tickets board, sidekick automatically scans recent open tickets for likely duplicates from the same requester. If it finds one, an icon appears next to the ticket so you can review the suggested pair and choose which ticket should stay as the primary one.

Automate responses with service automations

You can also set up automations that respond to requesters without any manual work. For example, send an automatic reply when a ticket's status changes, or follow up with the requester a set number of days after a ticket is resolved to ask for feedback.

Escalate incidents

Manage more complicated or recurring tickets with a designated "Incidents" board. This board links connected tickets together, categorizes relevant information, and lays out data in a clear and organized way to help you identify and solve incidents more efficiently. 

Connect channels

So far, we've talked about what happens once a request becomes a ticket. Channels are how those requests reach you in the first place; each one turns an incoming request into a ticket on your Tickets board. You can connect more than one, and each is set up separately:

• Service Inbox – a built-in service email address, ready to use without connecting an outside account
• Gmail – turn emails sent to a Gmail inbox into tickets
• Outlook – turn emails sent to an Outlook inbox into tickets
• Outlook shared mailbox – turn emails sent to a shared mailbox into tickets
• Microsoft Teams – let requesters submit requests through a dedicated Teams bot
• Ticket form – turn form submissions into tickets, for requesters who don't have email access to your team
• Portal AI chat – let requesters submit and resolve requests through AI chat in your Customer Portal

Read through Connect channels using monday service to learn about each option and how to set it up.

Customer Portal 

The Customer Portal is a self-service hub for the people submitting requests to your team. It's a website with its own independent URL, external to monday.com, so portal visitors don't need to be monday.com account users to use it.

In the portal, you can organize links, request forms, self-service articles, and more, so requesters can often find what they need without submitting a ticket at all.

Get answers with AI chat

You can also turn on AI chat in your portal, connected to a Service AI agent team. Instead of filling out a form, a requester can type their question directly, and if an AI agent can resolve it, they get an answer right in the chat. If not, the request is handed off to a human agent, the same as it would be through any other channel.

Track requests in My Tickets

Once a requester submits a ticket, whether through the portal, email, or another channel, they can track it from the portal's My Tickets section. It shows every ticket they've submitted, along with any ticket they're included on as a participant, so they can follow along and reply without needing to check their email.

Automate ticket triage with AI

Beyond sidekick and automations, monday service includes AI-powered columns that help you triage tickets as soon as they come in, before anyone even opens them.

With these columns, you can automatically summarize ticket information, categorize the type of request, and detect the requester's sentiment. Combined with smart assignment, this means a ticket can be summarized, categorized, and routed to the right person without any manual sorting.

Read through Using AI in monday service to learn about setting up each column and how AI credits apply.

Note: Some monday service entities have unlimited AI credits, with no limitations on column types or usage! This only applies to the Tickets, CSAT survey, and Incidents boards. AI blocks used in workflows on service boards will still count toward the credit usage. If you are an account admin, you can keep track of your AI credit usage in the administration section under AI governance.

Here at monday service, we're always innovating and iterating to bring you the best product for your organization's unique needs. Stay tuned for exciting upgrades and feature additions! As always, we love to hear your feedback and requests.