Meet monday service!
The new support software by monday.com.
At their Elevate event in London, monday.com made a huge announcement – a brand new product designed to unify the ticket-based service experience! The platform is called monday service and here at enable, it’s all the rave. Why? Because we believe it’s set to be one of the best helpdesk and support systems in the game!
What is monday service?
monday service is an intuitive software created for service teams to deliver exceptional support to customers, clients, and internal staff. Ready to use straight out of the box, monday service features the same vibrant interface as other monday.com products but with additional features, including a bespoke portal, pre-made automations, and a ticket board to manage support requests.
What's included with monday service?
Once you install monday service, everything you need is there – all you need to do is start editing, adding and connecting channels (don’t worry, monday will give you some prompts when you log in). Here’s what monday service provides out-of-the-box:
Pre-made tickets board
The tickets board gives you an overview of all requests, grouped by those that are unassigned, open, waiting for a response, and resolved. Already set up with handy automations, it’s ready to go. When you assign yourself or a team member to an unassigned item, you’ll see how it moves across the groups. If you receive support cases via email, connect your inbox by clicking “Channels,” and the board will automatically add a ticket each time you receive a request.
Pre-made incidents board
The incidents board may look separate from the tickets board, but they’re actually connected! When a case is escalated in the tickets board under the “Incidents” column, the ticket will seamlessly copy over into the incidents board. Once moved over, the relevant team can now see all related, escalated tickets when they open the item in the incidents board, allowing them to work on resolving the case.
Reporting dashboard
The reporting dashboard is set up for you during installation and features widgets displaying ticket volume, the number of critical tickets, and a breakdown by priority. This way, you can easily see all your real-time data visually. To add your own custom widgets, select “Edit” and “Add widget” to get reporting tailored to your needs.
The portal
This might be the coolest monday service feature! The monday portal is fully customisable and serves as a hub for all your internal support services. Point team members to FAQs, support forms, and HR documents to help them get the support they need.
Tutorial document
Marked as “Start here,” monday.com provides an in-depth tutorial document that walks you through the boards, dashboard, portal, and more.
Just because monday service is set up this way doesn’t mean it isn’t customisable. You can add or remove boards, and replace columns to suit your business operations. For help configuring monday service, contact the enable.services professional services team.
Which departments can use monday service?
There are no strict rules with monday service. You can use it in one department, across departments, or even across the entire company if you like! All it takes is a little customisation.
Here are just a few departments that can utilise monday service for various purposes:
Customer service
All companies want to ensure they’re providing their customers with exceptional support, right? monday service is designed to manage requests and deliver excellent customer service quickly and easily. Customer service teams can manage everything from incoming requests to high priority incidents with monday service.
IT Support
If you’re managing your IT support cases via email, your inbox can become overwhelmed and cluttered. Connect your email with monday service to gather incoming IT support cases in your board, allowing the team to manage them all together, organised by priority.
HR
HR teams can cover both internal and external functions using monday service. The portal can serve as a hub for employees to access training resources, give feedback, and make requests. Alternatively, HR teams can use monday service as a tool for recruiting new employees, managing candidates, and advancing them through the interview process.
Watch the full video:
Want to learn about even more use cases? Watch our video to learn how HR, Legal and Development teams can utilise monday service.
Want a monday service demo, or perhaps help configuring your new platform? Fill out the form below and our monday.com professional service team will be in touch!
