Audyense
monday service
Customer Support · monday.com/service
Overview
monday service is monday.com's AI-powered enterprise service management platform, built on the same Work OS as monday CRM and monday dev but sold as a distinct ticketing and service-desk product. It unifies intake, ticketing, SLA tracking, knowledge base, and no-code workflow automation for IT, HR, facilities, legal, and other internal service teams, with AI agents for triage and self-service.
The problem monday service solves
Teams handling IT and cross-department service requests (HR, facilities, legal, etc.) often juggle disconnected ticketing tools, spreadsheets, and email threads, making SLAs and shared knowledge hard to track. monday service consolidates intake, no-code automation, and reporting into one platform for teams already on monday.com's Work OS, though the configuration breadth creates a learning curve and per-seat costs climb as teams need advanced views or Enterprise-only capabilities like CSAT surveys and HIPAA compliance.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: $31 per seat/month. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include Slack, Microsoft Teams, Gmail, Microsoft Outlook, Microsoft 365, Zoom. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 8/1/2026; pricing and features can change.
How to evaluate monday service
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for Teams already on monday.com's Work OS who want ticketing and service management without adopting a separate ITSM vendor, Cross-functional service teams (IT, HR, Facilities, Legal) that need no-code, customizable request workflows, Organizations wanting omnichannel intake (email, chat, forms, WhatsApp, Facebook Messenger) unified in one workspace. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can monday service complete the critical workflow without manual work outside the product?
- Do the recorded connections (Slack, Microsoft Teams, Gmail, Microsoft Outlook) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 8/1/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- Teams already on monday.com's Work OS who want ticketing and service management without adopting a separate ITSM vendor
- Cross-functional service teams (IT, HR, Facilities, Legal) that need no-code, customizable request workflows
- Organizations wanting omnichannel intake (email, chat, forms, WhatsApp, Facebook Messenger) unified in one workspace
Not a fit if
- Teams needing deep, specialist ITIL-grade ITSM functionality without a broader work-management platform attached
- Small, budget-conscious teams, since per-seat pricing and feature gating escalate quickly on higher tiers
Why it’s listed
- Distinct standalone SaaS product from monday.com with its own pricing page and G2/Capterra listings, separate from monday CRM and monday dev
- Fast-growing AI-powered enterprise service management (ESM) category with real, verifiable review presence
- Backed by a public company (monday.com Ltd.) with published enterprise security/compliance credentials
Pricing
Standard
$31 per seat/month (annual billing, 10 seats)Entry-level ticketing plan for small service teams starting from 3 users.
- Unlimited tickets and workflows
- AI Sidekick (lite) and AI credits
- Email/WorkForms intake with 2-way Gmail/Outlook integration
- AI ticket triage for 1 board
- Customer portal for up to 10 users
Pro
$45 per seat/month (annual billing, 10 seats)Most popular tier adding deeper automation and a larger customer-facing portal.
- Everything in Standard
- Dynamic auto-responses across channels
- AI ticket triage for 3 boards
- Customer portal for up to 100 users
- Dashboards combining up to 20 boards
Enterprise
Custom pricingEnterprise-grade tier with unlimited AI triage, HIPAA compliance, and 24/7 priority support.
- Everything in Pro
- AI Sidekick (plus) and unlimited AI ticket triage
- Multiple customizable email servers
- Unlimited customer portal users
- 250K automation actions/month, HIPAA compliance, multi-level permissions, 50-board dashboards
Features
Integrations
Security & compliance
Pros & cons
Pros
- Highly customizable, visual no-code workflows that adapt to different departments and processes
- Centralizes tickets, knowledge, and cross-team collaboration, reducing email and call back-and-forth
- Strong automation engine that reduces manual ticket routing and follow-up
- Intuitive dashboard and colored status boards make progress tracking easy for non-technical users
Cons
- Steep initial learning curve; some reviewers describe the feature breadth as overwhelming to set up
- Costs increase significantly as seats are added and advanced views/features require higher-tier plans
- Some users report automation reliability problems, including broken automations and glitchy uploads
- Key service-desk capabilities (CSAT surveys, HIPAA compliance, unlimited AI triage) are gated to the Enterprise plan
What we found
Reviewers on G2 (4.2/5, 53 reviews) and Capterra (4.6/5, 108 reviews) praise the visual, customizable no-code workflows and centralized ticketing, but flag a steep initial learning curve, escalating per-seat costs, and occasional automation reliability issues.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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