Tickets fall through.
Clients notice.
monday Service is monday.com's AI-first Enterprise Service Management platform, built to centralize ticketing, automate triage, and surface every request before it becomes a problem. Elevate builds it around how your team actually works.
A service system that catches everything before clients have to ask twice.
Let’s Get Started
Ready to partner with our team of workflow experts? Begin with a discovery call with our team of experts to uncover your needs and see how monday.com can transform the way you work.
01 - Ticket Intake & Triage
Every request captured, categorized, and routed, all automatically.
We build your intake architecture: the submission forms, email integration, and client portal that funnel every request into a structured ticket. AI categorization then sorts by urgency, sentiment, and type before any human reviews it. The right ticket reaches the right agent without a triage meeting.
Multi-channel intake: portal, email capture, embedded form, Slack
AI categorization by type, urgency, sentiment, and department
Automatic routing to agent or team based on rules + workload
Duplicate detection and ticket merging logic
02 - SLA Tracking & Escalation
Know about a breach risk before it becomes a breach.
We configure SLA policies, countdown timers, and escalation automations that notify the right manager when a ticket is at risk, not after it's already late. Real-time SLA dashboards show every agent's attainment rate and the live queue by deadline, so you can intervene before the client notices anything is wrong.
Custom SLA policies by ticket type, priority, and client tier
Real-time countdown timers and breach-risk alerts
Escalation automations to managers before SLA breach
SLA attainment dashboards by agent, team, and period
03 - Client Portal & Self-Service
Clients see where their request stands without emailing your team.
We configure and brand the monday Service client portal for your organization. Clients can submit requests, view ticket status, read updates, and access self-service resources, reducing inbound inquiry volume while giving clients the visibility they expect from a professional services team.
Branded client portal with custom domain and logo
Real-time ticket status and update visibility
Knowledge base integration for self-serve resolution
Vendor and external request access, extend portal beyond internal teams
Loved by all teams and organizations
Frequently Asked Questions
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Yes—build custom service boards to triage, assign, and resolve client tickets with full visibility.
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Automations and conditional reminders help teams track and meet SLAs on time.
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Built-in analytics provide insight into response times, resolution metrics, and workload distribution.
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Yes, it integrates with many platforms or can be connected through tools like Zapier and Make.
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Via forms or shared boards, clients can submit requests that feed directly into your support workflows.