Who can use this feature

Available on monday service

users whose Admins have enabled AI capabilities

monday AI brings new speed and intelligence to your service operations. Built right into monday service, it helps you automate ticket triage on the Tickets board and supports human experts with monday sidekick while they review and resolve tickets. With AI-powered columns, you can summarize and categorize requests, detect sentiment, and assign tickets to the right owner. With sidekick, you can ask questions about your board, get suggested actions, and move work forward faster.

AI-powered ticket triage

Ticket triage is one of the most time-consuming parts of service work, but it doesn’t have to be. With monday AI, you can automatically summarize incoming requests, label them by type, understand the customer’s tone, and assign each ticket to the right person.

This setup uses two methods to add AI to the ticketing workflow. To add a new AI column, click the plus icon on your Tickets board, select More columns, and open the AI-powered tab:

To apply AI to an existing column, open the three-dot menu on the column header and select Autofill with AI:

The steps below walk you through the AI ticket triage setup.

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.

Summarize ticket information

Let’s begin by summarizing incoming requests. Add the Summarize AI column and connect it to your Description column. Then write a prompt that instructs AI to generate a short, high-level summary of the issue. Instead of reading through every detail, agents can now see a clear summary at a glance.

Categorize request types

Next, we'll set up automatic ticket categorization. Open the Autofill menu on your Request Type column and choose the ticket name as the input. You can customize your list of status labels and write instructions that guide AI in classifying each ticket as an issue, question, or general request.

Detect end-user sentiment 

Now, let’s bring sentiment into the picture. Use the Detect sentiment AI column to analyze the text in your Description column. Define what counts as a negative, neutral, or positive sentiment in the prompt so the AI knows what to look for.

Once sentiment is detected, you can create an automation to set the Priority column to High if the sentiment is negative, for example: 

Auto-assign tickets to agents 

The final step is to assign tickets to the right agent based on the data you’ve gathered. Use Autofill with AI on your Agent column and set the Priority column as the input. From here, you can select which people are eligible to receive assignments and add details about each agent’s skills. AI will take care of the rest—matching tickets to the team members best equipped to handle them.

Handle tickets with monday sidekick

In addition to AI-powered columns, monday service includes monday sidekick to help teams work tickets more efficiently. You can use monday sidekick at the board level to review and manage work across your Tickets board, or at the ticket level to get help with a specific ticket.

At the ticket level, sidekick can help draft replies to requesters, summarize the issue and communication, recommend next steps, and find similar resolved tickets.

At the board level, sidekick can help teams review workload, surface urgent issues, and analyze ticket patterns across the board.

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. These include Flag tickets with breached or critical SLA risk, Show me where the team is overloaded, Assign agents to unassigned tickets, and Highlight any patterns or trends in the past 30 days:

Use Show me where the team is overloaded to identify workload imbalances across your team, such as agents with a high number of tickets, breached SLAs, or more critical and high-priority requests.

Use Flag tickets with breached or critical SLA risk to quickly surface tickets that have already breached SLA targets or are at immediate risk of doing so, so your team can prioritize them faster.

Detect and merge duplicate tickets

When you open your Tickets board, Sidekick automatically scans recent open tickets and looks for likely duplicates from the same requester. If a duplicate is detected, a Sidekick icon appears next to the relevant ticket. This is a proactive notification; Sidekick surfaces it without you needing to ask.

To review and act on a duplicate suggestion, hover over the Sidekick icon to see a tooltip confirming that duplicate tickets were found. Click the icon to open Sidekick with the merge suggestion already prepared. From there, review the suggested ticket pair, choose which ticket should remain as the primary ticket, and confirm the merge. 

Sidekick closes the duplicate and consolidates all collaborators into the primary ticket.

If more than one duplicate pair is detected, Sidekick ranks them by match strength. The stronger the signal overlap, the higher the pair appears. When match strength is equal, the most recently detected pair is shown first.

How duplicate detection works

Prerequisites

• Only open tickets are evaluated. Closed or resolved tickets are excluded.
• Tickets must have been created within the last 30 days.
• Tickets must be from the same requester, based on the requester email column.
• Detection runs against tickets on the same board only.

Signals used

• Similar ticket name, evaluated using semantic similarity.
• Similar ticket description, evaluated using semantic similarity.
• Same or overlapping ticket category, when that field exists on the board.

Triggering rule

• At least two primary signals must match: similar title and similar description.
• Matching category strengthens confidence but cannot trigger a suggestion on its own.

Ranking

• If multiple duplicate pairs are detected, Sidekick ranks them by match strength.
• When match strength is equal, the most recently detected pair appears first.