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
monday sidekick
monday sidekick helps your team handle tickets faster by supporting human experts directly from the Tickets board. You can use it at the board level to review workload and identify urgent issues across the board, or at the ticket level to get help with a specific ticket. Sidekick can help summarize ticket context, recommend next steps, draft replies to requesters, and find similar resolved tickets. It can also surface suggested prompts to help teams spot workload pressure and prioritize urgent work more effectively.
AI-powered columns
AI-powered columns help automate ticket triage on the Tickets board. With AI, your team can summarize ticket information, categorize request types, detect end-user sentiment, and assign tickets to the right owner more efficiently. These AI capabilities help enrich ticket data automatically so teams can review, prioritize, and respond faster.
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.
Outlook shared mailbox
If your team manages requests through a shared address (for example, hr@company.com or it@company.com), you can connect a Microsoft 365 shared mailbox as a channel. Once connected, every new email sent to the shared address creates a ticket on your Tickets board, and agent replies are sent from the shared mailbox address!
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.
SLA column
The SLA column (Service Level Agreement) tracks time to resolution for each ticket, from creation until it’s marked resolved. It shows a live timer with clear indicators so you can see at a glance 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. Add the SLA column to your Tickets board, choose which statuses pause the clock, and set targets that match your policy.
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.
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 blocks in the workflow builder
Available on monday service Enterprise
The workflow builder is a tool that easily automates 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.
Send new email block
The Send new email workflow block works similarly to the Auto-reply block—but instead of replying to the last email in the timeline thread, it sends a brand-new email to any email address you define, and creates a timeline item in the relevant item. This block also supports our monday inbox provider!
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.
SLA time tracking block
The SLA time tracking block allows you to pause and resume SLA tracking through workflows, so you can implement even more complex SLA tracking flows and cases.
To set it up, add an action block, and search for Pause SLA time tracking or Resume SLA time tracking. You can decide on the conditions and triggers for each action based on your team’s process.
When timeline item is created block
Use this trigger to start a workflow whenever a new activity is added to an item’s timeline in the ticket overview. This is helpful when you want workflows to react to customer interactions and internal updates.
When you configure the trigger, select which activity types should trigger the workflow. You can choose one type or multiple types.
After the workflow is triggered, you can use timeline item details in later steps.
If you need item-level data like column values, add a Get item data block right after the trigger.
Please note:
- This trigger supports only the predefined activity types listed above. Form submission timeline items do not include activity content, so if you need the request description or other details, add a Get item data block and use the item description field or another relevant column.
- Workflows triggered by Email activities can create email loops if they send an automatic reply and you also have another automation that sends an automatic email when a ticket is created or updated. This risk applies only when using the Send email action.
- Send email formatting: To ensure formatting renders correctly, {{Activity content}} must be the first element in the email message. For example, you can place text or other variables after {{Activity content}}, but adding anything before it may cause the email to lose formatting.
Wait for Microsoft Teams block
You can use Microsoft Teams blocks to send an interactive message with a button and then pause the workflow until the recipient clicks it. Once the button is clicked in Teams, the workflow resumes automatically and runs the next steps you set. This is especially useful for approval flows, because the person clicking the button does not need to be a monday.com member.
To build this flow, add the Microsoft Teams notify user with button block to send the message and define the button text, then add Wait for Microsoft Teams button click right after it to pause the workflow until the click is received. After the click, add the next action you want to happen, like updating a status.
For example, you can trigger the workflow when a status changes to Awaits for user to approve, send a Teams message asking “Is your issue resolved?” with a Confirm button, wait for the click, and then update the item status to Done.
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.