Happy but always room for improvement

We've been mostly impressed with the automations and usability of monday.com. For all the capabilities, we still find some basic functions that don't seem to be supported yet, though we've appreciated how quickly monday.com rolls out new features. Integrations are somewhat limited with pre-created recipes and no ability to create your own workflow with an integration. Additionally, we've found it surprising that the template automations offer some functionality that can't be recreated in a create-your-own automation.

When we first started with monday.com, response times were guaranteed to be 10 mins or less. As time went on, they gradually increased. While support is still fairly quick (typically within a couple of hours), the first troubleshooting steps seem to be relatively standard (clear cache, try incognito mode, send screenshots/recordings, how many people affected, when did the issue start...), actually getting to constructive help can take 24 hours or more. The recently re-enabled chat feature doesn't seem to be very effective either - very slow responses in the chat. We are an Enterprise customer but besides our first contact with our dedicated Customer Success Manager and guidance with initially setting up our company structure in monday.com, I did not know that we still had a CSM. We've had zero contact and they certainly don't plan a role in our ongoing support.

Great for project management, reporting, and sorting features to find and view the information most relevant to users. Perfect for cross-department collaboration.