With monday service, you can manage all aspects of service operations in one central place. Fitted with multiple unique features created just for support teams, monday service can be used to fit all of your team's needs.
In this article, we'll review some of the amazing features that can only be found in monday service:
User & Client Portal Features
AI & Automation Features
Communication & Channels
Ticket & Incident Management
Efficiency & Standardization
Keep on reading to learn all about these features!🚀
User & Client Portal Features
Customer Portal
The Customer Portal is a centralized location for all internal knowledge and help. It acts as a hub containing everything an employee needs to get their questions answered. From links for request forms to self-service articles, the Customer Portal will streamline your customer's needs.
When a user clicks one of the groups, the links and forms related to the selected category will be displayed with a title, description, and a visual. When they click a form, it will open up in a pop-up window and can be filled in right from within the portal. When they click a link, it will open in a new browser tab.
My tickets
The "My Tickets" section in the Customer Portal provides a centralized personal view of open support requests for each requestor. Once a ticket is submitted, requestors can easily navigate to this section to track its progress and communicate with the assigned team member.
AI & Automation Features
AI Assistant
The AI assistant helps streamline ticket handling by analyzing past cases to provide a summary, resolution steps, and a ready-made reply—all tailored to your team’s existing workflows. Each suggestion includes a confidence level and links to related tickets for quick context and faster responses.
AI Auto-Reply
AI auto-reply can send responses automatically based on the confidence level you choose. You can also set up a fallback message for cases that require a human touch.
Communication & Channels
Channels
Tickets are input into your ticket management board via channels. You can choose from a few different available channels, including connecting an existing email inbox, using a WorkForm, or even creating a custom monday Inbox!
Custom monday inbox
Turn your monday service account into the ultimate ITSM ticket management system with a custom monday Inbox! You can create a unique monday email account that's directly managed through your Tickets board.
You can customize the domain username (before the "@") as well as the display name. The display name that you choose will appear as the sender in your customer's inbox when you respond to their ticket.
Email Automation
Available on the Pro plan and above
Email Automation is an app specifically designed for monday service that allows your team to automate responses at any stage of the support process. Once added, you can create dynamic responses using customizable triggers and email templates.
Ticket & Incident Management
Tickets board
The monday service "Tickets" board is designed to manage incoming and open tickets and to keep all relevant information in context. It will help facilitate all communication right inside the ticket, and will even notify you and automate processes when new emails are sent or received.
Incident Management
Available on the Pro plan and above
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. Read this aricle to dive into this flow.
Mandatory fields for resolution
Available on monday service Enterprise
Require key information before a ticket can be closed with conditional status changes. The conditional status change feature allows you to enforce required fields when changing a status label. This means that certain conditions, set by a board owner, must be met in order for a member of your team to change a Status Column to a specific label.
Efficiency & Standardization
Custom templates
monday service comes with its own pre-made templates for tickets, replies, and processes. Find the right one for your team by navigating to the Template center and choosing "Service" at the top left:
Custom monday workflows blocks
Available on monday service Enterprise
monday workflows is an easy way to automate a workflow on monday.com. It incorporates automations and integrations and allows you to utilize these tools in automatic processes across multiple boards in a workspace.
Auto-reply block
The custom auto-reply block, created just for monday service, allows you to configure fully custom response rules based on specific triggers, such as ticket creation or status changes. To set it up, create a new workflow, add an action block, and search for "Auto reply". You can decide on the conditions and triggers for the auto-reply. For example, you may want the reply to be sent when a ticket is created or when its status changes.
Round robin block
The Round robin assignment block, created just for monday service, helps distribute tickets evenly among your team members. After defining the board and trigger conditions—such as when a new item is created—you can add the round robin action block and assign the item to a team.
The Round robin assignment block will automatically rotate through team members and reset every 30 days to ensure fair distribution.
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.