monday service

Score8.2 out of 10

34 Reviews and Ratings

What is monday service?

monday service is monday.com's help desk solution, featuring a built-in AI agent used to resolve requests instantly with personalized solutions using ticket history and a knowledge base.

Categories & Use Cases

Help Desk

Videos

Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 8.9
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Ticket response
Agents can easily follow up with customers.
Category average: 8.7

Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.2
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 7.9
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 7.9

Pros

Robust operational workflow and ticket management
Effective automation features for streamlining processes
Enhanced communication and visibility across teams

Cons

Constraints and reliance on existing templates for workflow creation
Limited granularity in data exporting options
Insufficient control over notification settings

Rinu Shaw View profile

CS Operations Specialist in Product Management at Ameya Healthcare (10,001+ employees)

Use Cases and Deployment Scope

I am happy to write about it as this is the most used platform at Ameya Healthcare. Our frontline team uses this to manage day to day operations. From handling ticket to service management such as handling level one queries and triaging it to another team when needed. So this is one of the best and easy to operate platform.

Pros

Handle day to operations via ticketing system.
Manage service based queries for internal as well as external parties.
Help manage multiple emails and tracks it to provide visual view.

Cons

Visual dashboards can be customized and provided more flexibility.
There are set of templates but limited if there can be more such templates for each type of sub categories would be great.
Usage workflow to create agents but are limited to few sets.

Return on Investment

It has greatly reduced the cost of multiple platforms and provided various features within single platform.
The cost reduced significantly as it is able to do task of 3 platform into single software.
Cost dropped by 38% since adoption of monday service.
Also have great employee satisfaction and increased productivity as they don't have to switch between platforms.

Usability

Alternatives Considered

HubSpot CRM, Freshdesk and Workday Professional Services Automation

Other Software Used

CRM in Cloud by TeamSystem, Salesforce Agentforce Commerce, Freshdesk, Microsoft Teams

Krishna Kumar View profile

sr. CSA in Customer Service at rackspace (5001-10,000 employees)

Use Cases and Deployment Scope

It is one of the most used tools/software at my workplace as this is our main ticketing platform to manage our day to day operations whether it's internal service request or an external issue with our customer/client. So it is widely used to manage and provide end to wnd solution to any query raised via this ticketing system using monday services.

Pros

Day to day operations , managing tickets
Easy to triage various type of queries among internal teams
Easy to find a pattern and reporting similar issues and applying a fix
Self service portal is also very useful

Cons

It is over dependent on templates while creating workflows, rest is good
Though it's features are vast and enriching there is limited permission granularity.
And yes there is always scope of improvement so if graphics or visuals can be little light that would be a plus.

Return on Investment

It has kept our SLA within our defined limits so that is a plus point
It has improved customer experience as well as increased adoption among our customer base compared to the last software we were using.
It has great ROI as after implementing this we were able to bring our NPS score from an average of 78 % to a whopping 92 %

Usability

Alternatives Considered

monday CRM, Calendly and Zoho Assist

Other Software Used

Calendly, Zoho Assist, Powerbird

Adam Migirditch

Salesperson in Sales at Gettysburg Flag Works, Inc. (11-50 employees)

Use Cases and Deployment Scope

monday service helps us to keep our production process organized and up-to-date. As salespeople, we are able to track the progress the production team has made on our projects and we're able to quickly find out the ETA for an order when the customer inquires.

Pros

Moving projects through an organized pipeline
Order projects in terms of importance/deadline
Transferring projects from one part of the process to the next easily

Cons

Notes
keeping it updated (maybe notifications/alerts?)

Return on Investment

More accurate timelines for projects
Organized production process
More efficiency in production means quicker turnaround time

Usability

Alternatives Considered

Odoo and Glitnir

Other Software Used

Odoo, Glitnir, Avalara, Authorize.net, Instagram for Business

Max Haworth

Senior manager of design for manufacturing in Research & Development at Wind River Built (51-200 employees)

Use Cases and Deployment Scope

Job organization and project tracker. We run into a lot of problems with job roles, who's responsible for a given client task, and keeping our team's attention in software can also be difficult. Monday is hard to ignore and helps hold our team accountable for their actions.

Pros

Automations
Flow
Time tracking.

Cons

Keeping employee attention.
Page refresh.
Multi level items.

Return on Investment

Better attention to detail.
Being able to hold employees accountable.
One hub.

Usability

Other Software Used

Google Workspace, Bluebeam, SketchUp

Alex Priestley View profile

Product Lead in Product Management at JL (10,001+ employees)

Use Cases and Deployment Scope

We use monday service as a help desk based solution. For people to raise issues and for us to track them. Given it is API driven, this then allows us to integrate this well with other tools, systems and services in the stack. In this case, it is our IT system teams which rely on this service