Frequently asked questions
about monday.com

monday service is an AI-powered service management solution built on the monday platform. It helps teams manage and automate tickets and requests end-to-end — from intake and triage to resolution and reporting — in a flexible, easy-to-use workspace.

Enterprise Service Management (ESM) is the practice of applying service management principles beyond IT so teams like HR, Finance, Legal, Facilities, and Operations can manage requests, approvals, and services in a consistent way. With ESM, all service teams use shared workflows, automation, and reporting to deliver faster, more transparent service across the organization.

monday service combines enterprise-grade service capabilities with the flexibility of the monday platform. Unlike rigid service desk tools, it’s easy to customize, quick to implement, and powered by AI that’s simple to use, transparent, and always under your control - all while staying connected to the rest of your organization’s workflows.

monday service is used by IT, HR, Operations, Facilities, Finance, Legal, Marketing, and customer-facing teams handling client or customer support. Any team that manages incoming requests, tickets, or inquiries can use monday service to automate and standardize processes, improving response times and overall employee or customer experience.

AI in monday service helps automatically classify, route, and prioritize incoming requests, suggest responses, and guide agents as they work. AI service agents connect to your knowledge base and past tickets to automatically resolve repetitive requests, while surfacing insights that reduce manual work, speed up resolution, and keep teams in control.

No. With the self-service portal, anyone can submit requests, track ticket status, and find answers - even without a monday account. Access and permissions are fully controlled by your team, making it easy to support employees, customers, or partners at scale.

If your team is managing growing ticket volumes, handling requests across multiple channels, or spending too much time on manual triage and follow-ups, it’s time to move to monday service. It’s designed for teams that need more structure, automation, and visibility - without losing flexibility.

monday sidekick is an intelligent, context-aware AI assistant built directly into monday.com. It understands your work, connects to your tools, and helps you think, create, and take action through natural conversation, all inside your workspace.

monday sidekick is built directly into your monday.com workspace. Unlike standalone AI tools, it’s connected to your boards, docs, and apps like Slack, Gmail, and Google Calendar, so it understands your work context and can take action on your behalf, not just answer questions.

Different teams use monday sidekick to plan campaigns, manage projects, prepare sales materials, analyze product and service data, and gain leadership-level insights. Marketing, sales, operations, product, HR, service teams, and leadership all use monday sidekick to work faster with fewer handoffs and more clarity, all within one unified AI-powered workspace.

Yes. monday sidekick is available on all monday.com workspaces. You can start using it immediately by typing to activate it, with no setup required.

monday vibe lets you build custom apps by describing what you need in plain language. It uses AI to turn your prompt into a fully functional app that runs natively on the monday.com platform, with built-in security and permissions.

You can build custom apps, dashboards, and widgets tailored to your workflows. This includes tools like org charts, time trackers, planners, forms, and internal utilities. If you can describe it in words, monday vibe can generate it using your monday.com data.