Visually pleasing and with great collaboration tools

Usability is great. Again, if you dont overuse, the performance of the tool is great. Overuse I would describe it as having multiple linked boards with automations with hundreds of rows and dozens of columns. If you archive accordingly, clean up accordingly, the system´s performance is good. Visually it's very easy to look at, nice color, fonts, visual aids, ability to customize etc. Automations work great if you learn how to use them accordingly, and once you put in the work at the beginning, it can save you tons of time. The templates are great most of the time, usually to give you ideas on how to start.

I don't use the customer support at all because that is usually for the PO to access. But its true that the guides, tutorials, and explanations are very good, with clear examples, multiple use cases and easy to find search engine that provide most of the knowledge needed to get things working.

Regarding the critiques, the whole "3rd party" implementing monday.com instead of monday.com, which is a very common model, is a hit or miss. If your partner sucks, support will not be good.

It is important to not overuse monday.com. The problem I see is when operations are dependent on the use monday.com which should be a collaboration tool and not a process tool within the inherent business logic of the company. If used accordingly for collaboration and task tracking, integrating info with emails and other tools, notifying teams and third-parties etc, it is an excellent tool and very nice to look at, which also helps.