monday service - Project Management

Our Verdict

monday service is a versatile and user-friendly ITSM platform that makes it easy for teams to automate IT tasks, track requests, and generate comprehensive reports. Its intuitive interface, robust automation, and customizable dashboards make it well-suited for IT teams looking to improve efficiency without sacrificing ease of use.

One of its standout qualities is its flexibility—it extends beyond IT Service Management to support departments such as Sales, Marketing, Operations, Projects, and HR. This makes it a valuable choice for organizations that want a unified platform for multiple service and workflow needs.

With its low learning curve, quick setup, and wide feature set, monday service delivers strong value for teams seeking a modern, cross-departmental service management solution. The 14-day free trial provides a risk-free way to determine if it meets your organization’s needs.

Pros

Modern, easy-to-use UI
Highly customizable
Lots of templates
Advanced analytics & reporting tools

Cons

Limited ITSM features

Products & Pricing

monday service offers a range of pricing plans to suit individuals, small teams, and large organizations. The free plan is for up to two users and three boards. The free option includes unlimited documents, over 200 templates, and more than 20 column types, ideal for basic task tracking.

All premium features offer a 14-day free trial, allowing teams to test higher-tier capabilities before committing. Paid plans are billed annually in predefined seat bundles (3, 5, 10, etc.), with monthly billing available at a higher rate.

Standard – from $27/mo

Unlimited free viewers and items
5 GB file storage
1-week activity tracking
Dashboards from a single board
Prioritized customer support

Pro – from $36/mo

All Basic features
Timeline, Gantt, and Calendar views
Guest access
Dashboards from up to 5 boards
250 automations/month and 250 integrations/month
50 GB file storage and 6-month activity tracking

Enterprise – custom pricing

All Pro features
Up to 250,000 automations/month and 250,000 integrations/month
Multi-level permissions, advanced reporting, and analytics
Tailored onboarding and premium support
Dashboards from up to 50 boards
1,000 GB file storage and up to 5 years of activity tracking

Standard

$26 /user/mo

14-Day Trial

Pro

$38 /user/mo

14-Day Trial

Enterprise

Get a quote

14-Day Trial

In-depth review

Incident Management

monday service allows teams to centralize and manage incidents through customizable boards, automated workflows, and multi-channel ticket intake. Incidents can be prioritized, assigned, and escalated based on predefined rules, ensuring faster response and resolution times.

Problem Management

Teams can identify recurring issues by tracking related tickets and linking them to root cause investigations. Built-in automation helps standardize responses, while documentation boards store solutions for future reference and knowledge sharing.

Change Management

Change requests can be logged, reviewed, and approved within the same platform. Visual workflows and automation tools help teams coordinate updates, track dependencies, and minimize disruption during deployment.

Request Management

The platform’s customizable self-service portal allows employees to submit and track requests directly, reducing email clutter and improving visibility. Forms and workflows can be tailored to different request types, from IT needs to HR or facilities requests.

Reporting & Analytics

Customizable dashboards provide real-time insights into ticket volumes, SLA compliance, resolution trends, and team performance. Reports can be shared with stakeholders to highlight progress and identify areas for improvement.

Performance & Reliability

monday service operates on monday.com’s cloud infrastructure, offering reliable performance and access from anywhere. The platform integrates easily with popular tools like Slack, Teams, and Zoom, ensuring seamless communication and coordination across teams.

Features & Functionality

Built on monday.com’s Work OS, monday service is a modern, AI-first enterprise service management (ESM) platform designed to unify service operations across IT, HR, facilities, finance, and more. It combines ticketing, automation, reporting, and collaboration in one centralized platform.

Unified Multi-Channel Ticketing & AI-Driven Workflows

Streamline ticket intake from email, web forms, custom inboxes, and chat—then automate routing, categorization, and prioritization using AI. This automation intelligently assigns tickets based on urgency, sentiment, and team capacity to streamline issue triage and escalation.

Branded Customer & Employee Portals

Provide users with a customizable self-service portal that supports branded ticket submission forms, knowledge article access, and status tracking. This makes internal and external service requests more user-friendly and transparent.

Cross-Department Collaboration & Integration

monday service integrates seamlessly with the broader monday.com ecosystem and external tools like Slack, Zoom, and Teams. This enables teams to link tickets to projects, monitor progress, coordinate across departments, and eliminate silos.

Visual Workflows & AI Automation Builder

Use a drag-and-drop workflow builder to craft multi-step automations, such as escalating incidents, sending SLA alerts, or triggering follow-ups. AI automation blocks enable capabilities like smart ticket assignment and auto-replies based on predefined conditions.

Dashboards & Real-Time Reporting

Gain full visibility into service performance via customizable dashboards. Track key metrics such as response times, resolution efficiency, ticket trends, and SLA compliance—all in a visual, real-time format.

Incident & SLA Management

Define SLAs using time tracking, establish incident escalation flows, and use incident boards to isolate and manage critical issues separately. Custom views like Kanban, Timeline, and Workload help teams respond quickly and stay aligned.

Ease of Use

monday service is designed to simplify IT and service management from the very start. The setup process is guided by an onboarding wizard that collects key details, such as team size, employee count, and primary service areas, before walking you through adding team members and initial items.

Navigation is intuitive, with a left-side menu providing quick access to core areas like Home, Inbox, My Work, Favorites, Apps, Member Management, Search, Help, and Work Management boards.

The platform’s drag-and-drop interface and customizable boards make it easy to create tasks, add columns, build forms, and configure dashboards without technical expertise. Most teams can begin operating effectively within hours, without a steep learning curve.

For additional support, monday service offers a comprehensive help center with step-by-step guides, video tutorials, and direct access to the support team—ensuring users have resources readily available if they need assistance.

Customer Service

monday service provides responsive and professional customer support through multiple channels, including live chat, email, and an extensive help center. The help center has guides, FAQs, and how-to videos covering everything from initial setup to advanced automations.

Users benefit from guided onboarding sessions, and higher-tier plans receive priority assistance. The live chat team quickly responds during business hours, and email queries are typically addressed within a day. For teams wanting to learn at their own pace, monday offers webinars, training videos, and an active community forum where users share tips and solutions.

Overall, support is accessible, helpful, and designed to ensure teams can maximize the platform’s ITSM capabilities without unnecessary delays.