monday.com has announced the full release of an enterprise service management (ESM) solution: monday service.
The solution is the fourth addition to the company’s portfolio.
That portfolio includes a CRM for sales teams ("monday sales"), a workflow management product ("monday Work Management"), and a solution for development teams to collaborate (monday dev).
In bringing all these products to market, monday.com aims to create a multi-product "Work OS" platform that "runs all core aspects of work".
The monday service solution – which entered beta six months ago - is a key component of that vision. So far, it has supported businesses in resolving over 200,000 tickets.
In doing so, these early adopters have leveraged case, knowledge, and business process management tools – alongside analytics-driven dashboards.
Many of these features are on show in the following video.
These features also align with a customer service CRM. Yet, for now, the monday service will primarily function as an ESM, helping brands resolve internal support tickets.
That resolution process may cross various departments, and monday.com aims to "connect departments' workflows seamlessly" by centralizing requests, incidents, projects, and business data on one platform.
Key capabilities here include automatic ticket classification and smart ticket routing. With these features, the solution tags incoming tickets by intent, urgency, sentiment signals, and departments, routing cases across the company.
monday.com's multi-product Work OS platform approach also helps pull insights across the business and enable cross-departmental collaboration.
Making this point, Daniel Lereya, Chief Product and Technology Officer at monday.com, said:
