monday.com Announces Full Release of monday service, its AI Enterprise Service Management Platform

monday.com Ltd. (“monday.com”), the multi-product platform that runs all core aspects of work, announced monday service is out of beta and available to all customers. As an AI-first Enterprise Service Management (ESM) platform, monday service empowers service teams across the entire organization to deliver exceptional support experiences faster.

“For the first time, we have real-time visibility and data into IT performance across all areas”

With smart automations that leverage the power of AI, monday service is a one-stop-shop for service operations, designed to centralize and streamline workflows across IT, business, and service teams so agents can focus on critical issues. By facilitating seamless collaboration, monday service delivers faster resolutions by consolidating requests, incidents, projects, and business data in a single platform, all while ensuring greater efficiency without increasing resources. monday service also allows companies to extend their use to external customers and vendor requests to seamlessly connect departments’ workflows. As monday.com’s fourth product offering, monday service has proven its value to customers, already becoming the company’s highest annual contract value product.

“Service teams have been challenged by reactive problem-solving and fielding tickets while also balancing manual workflows and disconnected systems. Now, with monday service’s intuitive platform, service teams can fast-track their operations from A to Z and proactively stay ahead of operational issues,” said Daniel Lereya, Chief Product and Technology Officer at monday.com. “monday service is a natural extension of our Work OS platform and, given the software consolidation trend continuing to rise, reinforces the value monday.com brings to our customers, as it can be easily adapted to serve multiple departments within an organization.”

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Since launching in January 2024, monday service has facilitated the resolution of over 215,000 tickets, highlighting its ability to deliver meaningful impact for businesses worldwide. Built for streamlining exceptional service delivery across an organization, some of monday service’s key benefits include:

• AI-powered Ticket Resolution: Offload tickets and incident resolutions to an AI agent, utilizing ticket history to create knowledge bases for immediate handling, further freeing service teams’ time to focus on higher-impact work.
• Automatic ticket classification and smart ticket routing: AI will automatically tag tickets by type, urgency, sentiment, department, and more to prioritize incoming tickets accurately. This will speed up ticket handling and reduce manual work with automatic assignment to the relevant agent or team.
• Stay ahead of service trends and issues: With monday service’s comprehensive dashboards, service teams will be able to monitor their entire service operations performance to detect issues before they escalate and identify areas for improvement. These real-time insights into ticket trends, service performance, and organizational needs will enable better, faster decision-making.

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• Streamlined and connected operations: By providing a centralized platform, monday service fosters improved collaboration and greater cross-departmental efficiency by connecting ticketing with projects, organizational data, teams, and business processes.
• Resource savings: monday service’s no-code intuitive platform eliminates the need for costly implementations, development, or extensive training, allowing customers to adapt and scale as needed quickly.
• Customizable Customer Portal: This portal acts as a company service hub, where end-users can access self-service options, submit tickets, track status, and communicate with the service team. The portal seamlessly connects to the ticket board and can be set up in minutes.

“For the first time, we have real-time visibility and data into IT performance across all areas,” said Grant De Waal-Dubla, Chief Information Officer at Cape Union Mart. “monday service provides clear insights into the volume and types of requests, response times, and trends helping us continuously improve operations.”