monday service overview

monday service, built on monday workOS, empowers teams to deliver efficient and scalable support using AI-driven tools. It offers pre-built boards, automated workflows, and a customer portal to streamline service management.

Tickets board for streamlined support

The tickets board organises the ticket lifecycle into four stages, with columns displaying essential issue details.

Tickets can be added via:

• Form intake using monday WorkForm
• The customer portal
• Incoming emails from a connected Google, Outlook, or monday inbox

Emails sent from the system use the same address, ensuring standardised communication.

Customer portal setup and customisation

The customer portal acts as a self-service hub for employees or clients. Key features include:

• Branding customisation (name, colour, background image)
• Content organisation into groups (e.g., IT, HR, OPS)
• Link and form integration for quick access to support resources
• Security controls to manage access for internal and external users

AI-powered ticket management

When a ticket is submitted:

• AI categorises and prioritises the request
• Suggested responses are generated based on past tickets
• Automations move tickets between stages (e.g., awaiting response, open)

Users can track their tickets via the portal, viewing updates and communicating directly with support reps.

Automations for self-service

Workflow Builder enables teams to:

• Auto-reply to common tickets with predefined solutions
• Reduce manual effort while maintaining service level agreements (SLAs)

Incident tracking and reporting

The incidents board helps teams:

• Identify trends in reported issues
• Link tickets for seamless tracking
• Collaborate using updates, notes, and monday docs

Data-driven dashboards

Pre-configured dashboards provide insights into:

• Average resolution time
• SLA compliance
• Custom KPIs for informed decision-making

Conclusion

Monday service equips IT, HR, ops, and marketing teams with tools to manage requests, incidents, and inquiries efficiently. Its out-of-the-box features and AI enhancements make it a powerful solution for internal and external support.

→ Try monday service for free