From ticket-management to cross-department collaboration, monday service will connect all of your organization's operations in one easy-to-use service platform. 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. Smart automations and integrated workflows leverage monday.com's powerful AI for seamless and efficient service operations. With craftily built, fully customizable workflows, you'll enhance agent productivity, delight your customers, and be able to 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?

• Manage tickets 
• Track SLA's
• Connect channels
• Escalate incidents
• The Customer Portal 
• Use AI on the Tickets board 

Manage tickets

Track all incoming, open, and closed tickets with one comprehensive board. Connect channels to your monday service "Tickets" board to receive all tickets in your board, and track correspondence within the ticket's item. Each item on your board is a ticket, and is sorted into groups based on its status, moving dynamically throughout the board when the status changes. 

Track SLA's

The SLA Column measures time to resolution for each ticket, from creation until it’s marked resolved. It shows a live timer on your Tickets board so you can quickly see which tickets are within target, about to breach, breached, or paused (for example, when you’re waiting for the customer).

SLA tracking pauses automatically outside your account’s working hours, and timers follow the timezone of the person who created the SLA Column. To start, add the SLA (Time to resolution) column to your Tickets board and set the targets that match your policy.

Connect channels

Choose between an existing Gmail or Outlook account, a new monday Inbox, or a WorkForm as a channel to receive incoming tickets. Read through this article to learn about the different options and how to set each of them up in your monday service account. 

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. 

Customer Portal 

Manage all internal knowledge and help in one centralized hub with the monday service Customer Portal. Categorize all of your organization's links, request forms, self-service articles, and more. Your Customer Portal is a website with an independent URL, external to monday.com, meaning that portal visitors do not have to be monday.com account users.

Use AI on the Tickets board 

monday service includes AI tools that help teams triage and handle tickets more efficiently directly from the Tickets board.

With AI-powered columns, you can summarize ticket information, categorize request types, detect end-user sentiment, and assign tickets to the right owner more efficiently. This helps enrich ticket data automatically so teams can review, prioritize, and respond faster.

With monday sidekick, teams can work tickets more efficiently at both the board level and the ticket level. Sidekick can help summarize ticket context, recommend next steps, draft replies to requesters, and find similar resolved tickets. At the board level, it can also help teams review workload, surface urgent issues, and identify useful patterns across tickets.

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.