1. [Home](https://www.g2.com/) 2. ... 3. [Service Desk Software](https://www.g2.com/categories/service-desk) 4. [monday service Discussions](https://www.g2.com/products/monday-service/discuss) [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_c93bb889e0483245a5bfcac065068eb7/monday-service%282%29.jpg "Product Avatar Image") ![Reward for good monday service reviews](https://images.g2crowd.com/uploads/report_medal_translation/image/35775/medal.svg "Reward for good monday service reviews") ](/products/monday-service/reviews) [ monday service ](/products/monday-service/reviews) (263)4.4/5 monday service is an AI-powered enterprise service management platform built to help organizations scale service without adding headcount or complexity. With built-in AI, monday service helps teams triage, route, and resolve requests faster across IT, HR, Operations, Finance, and more. Instead of relying on manual handling or static workflows, AI helps service teams execute work efficiently - reducing repetitive effort while ensuring complex cases are handled with the right level of oversight. At the core of monday service is the Agents Workforce - an AI-powered service workforce made up of specialized agents that autonomously resolve requests and take action across the organization, while teams remain firmly in control. Built natively on the monday.com platform, agents use ticket history, organizational knowledge, and live business context to deliver accurate, policy-aligned service from day one. With built-in orchestration, guardrails, and real-time monitoring, teams can safely deploy, oversee, and scale AI as service demand grows. With no-code AI and automation, teams can deploy and optimize workflows in minutes. As service demand grows, AI helps absorb high-volume work, reduce backlog, and protect SLAs - freeing teams to focus on higher-impact initiatives instead of constant firefighting. Unlike legacy ESM tools that separate ticketing from execution, monday service connects requests directly to workflows, projects, and cross-team work. Resolutions trigger real action, updating systems and moving work forward in real time. Enterprise-grade permissions, guardrails, and monitoring provide full visibility and control over AI-powered processes at scale. Whether replacing a legacy ESM solution or launching service management for the first time, monday service delivers rapid time-to-value, intuitive adoption, and scalable AI-driven execution - with minimal implementation. Service at scale. Without losing control. Key Capabilities: Omnichannel ticket intake Autonomous AI agents for triage, routing, and end-to-end resolution No-code workflows and automation Dashboards and reporting SLA tracking and performance insights Project, problem, and incident management Show More * * * ### 219 Discussions ### 219 Participants ### 59.0 Nps Score Already have monday service? ### All monday service Discussions Search Most CommentedMost HelpfulCommon QuestionsNewest All DiscussionsDiscussions with CommentsCommon QuestionsDiscussions without Comments FilterFilter Filter byExpand/Collapse Sort by Most Commented Most Helpful Common Questions Newest Filter by All Discussions Discussions with Comments Common Questions Discussions without Comments ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") G2 Verified User • 12 days ago People and Capability Manager People and Capability Manager More Options - [ # How much upfront workflow design did monday Service take to get right for your team? ](/discussions/how-much-upfront-workflow-design-did-monday-service-take-to-get-right-for-your-team) We’ve found monday Service balances functionality with ease of use, and its configurability makes it adaptable to different support processes without overcomplicating things. The main challenge is that teams can underestimate the time needed upfront to design the right workflows and processes,... 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