monday service Review
Ticketing and service workflow platform for IT, HR and customer support teams.
- From:
- $34/agent/mo
- Founded:
- 2012
- HQ:
- Tel Aviv, IL
monday service is monday.com's service-management product: ticket boards, intake forms, a requester portal and AI agents, sitting on the same board platform as monday's work-management, CRM and dev products. It is sold to every department that takes requests, from IT and HR to legal and facilities, with customer support as one of nine teams on the landing page. For an ecommerce support team, that breadth is the first thing to weigh: the product was not built around an order.
Is it right for your team?
Tick what's true for you.
Points for
Points against
Tick what describes you. We'll weigh it against this review.
What it does
- Tickets live on monday.com boards, with unlimited tickets on every paid plan
- Intake by email and WorkForms: a hosted monday-inbox address (one on Standard, custom prefix from Pro, multiple on Enterprise), with 2-way Gmail and Outlook email listed on every plan on the service pricing page
- A customer portal where requesters submit, track and self-serve, capped by plan (see Before you commit)
- AI ticket triage categorizes and prioritizes; the landing page adds summarization and routing of cross-channel requests
- No-code workflow builder for automated flows, approvals and hand-offs to other teams
- Templated "dynamic auto-responses" from Pro upward
- Tickets sit next to monday CRM account history and deals, and bugs can be escalated straight into monday dev boards
- Dashboards and monday sidekick for trend and root-cause analysis; iOS and Android apps
- Missing: live chat, SMS, WhatsApp and social DMs are not listed on the service pricing page or landing page; phone appears only as an Aircall logo on the landing page's integration strip. Neither page mentions Shopify or any order action
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Standard | $34 | $31 | Plans start from 3 users. |
| Pro | $52 | $45 | Plans start from 3 users. |
| Enterprise | Contact sales | – | Contact sales for pricing. |
Prices are an agent a month, in US dollars. Source: monday.com/service/pricing, checked .
- Per seat, per month, with a 3-seat minimum; above 40 seats monday asks you to request a quote
- Standard $34 per seat per month billed monthly, $31 billed annually ($340 or $310 a month at 10 seats), in US dollars
- Pro $52 per seat per month billed monthly, $45 billed annually ($520 or $450 a month at 10 seats)
- Enterprise: contact sales
- monday advertises an 18% yearly saving, but on these figures it is about 9% on Standard and 13% on Pro
- The pricing page opens on the yearly toggle at 10 seats, so the first figure you see is the discounted one
- Annual means one upfront payment: 3 seats on Standard is $1,116 for the year ($93 a month billed annually), 10 seats is $3,720
- Prices exclude tax and are set by billing country, so buyers outside the US may see different figures
- On an annual plan, the prorated refund applies only within 30 days. After that, downgrades are not refunded
AI pricing (not published)
- Every service plan lists "AI credits", but the service pricing page states neither how many are included nor what extra credits cost
- Sidekick (lite) on Standard and Pro, "start for free, buy more as needed"; Sidekick (plus) on Enterprise
- AI ticket triage covers 1 board on Standard, 3 on Pro, unlimited on Enterprise. On Standard, a second brand or a returns queue on its own board would sit outside triage
- The AI Service Workforce agents that headline the landing page do not appear by name on the service pricing page, so which plan includes them and what an autonomous resolution costs is unknown
- monday.com's work-management pricing page values 1,000 credits at $10. Ask whether that rate and those allowances apply to service, because the service page does not say
- What it can do, per monday's FAQ: answer requesters, update tickets and boards, complete routine actions, and escalate with a summary, suggested reply and next steps
- What it can't do, as far as these pages show: the named customer-support agents cover billing, subscriptions, logins, bug reports and project intake. None of them touches an order, a refund or a shipment
Before you commit
- Customer portal access is capped at 10 users on Standard and 100 on Pro, and is unlimited only on Enterprise. If those users are your customers, a DTC brand's portal is an Enterprise feature. Ask whether email-only requesters count
- The pricing page mentions SLAs and CSAT only in Enterprise's advanced-analytics line. Standard dashboards draw on a single board, Pro on 20
- Automation and integration actions are quantified only for Enterprise (250,000 a month). Get the Standard and Pro numbers in writing. On monday.com's work-management Standard plan the allowance is 250 actions a month, which a desk running two automations per ticket uses up at 125 tickets
- 24/7 priority support, HIPAA compliance and multi-level permissions are Enterprise-only
- The free-plan story contradicts itself: the pricing page header says "Start free", but the FAQ on the same page says the free option is a 14-day trial and a paid plan is needed after that
- No uptime figure on the service pages. The 99.9% uptime SLA appears only under Enterprise on monday.com's work-management pricing page
- Payment is by credit card (debit cards excluded) or PayPal. Invoicing is only for Enterprise plans above a minimum fee
- Security stated on the pricing page: ISO/IEC 27001, ISO/IEC 27018 and annual audits. SOC 2 and data residency were not on the pages we read
Who should buy it, and who should skip it
Who should buy
- Companies already running monday.com work management or CRM that want customer requests on the same boards as the work they trigger
- Subscription and service businesses whose tickets are about billing, logins and account changes rather than parcels
- Organizations that want IT, HR and customer requests in one tool with one admin model
- Email-and-form support teams of 3 to 40 seats who can live with Standard's portal and dashboard limits, or who will pay for Enterprise
Who should skip it
- Shopify and other DTC brands whose tickets are mostly about orders: nothing on these pages reads or changes one
- Chat-first or social-first teams, and phone-first teams unless Aircall covers them
- Teams that need a self-service portal open to every customer without an Enterprise quote
- Seasonal teams that staff up for peak: every agent is a seat, annual plans are paid upfront, and downgrades after 30 days are not refunded
- Anyone who needs CSAT and SLA reporting priced before signing
How we checked this
Plan names, per-seat prices and plan limits were read from monday service's pricing page on 2026-10-07, at its default yearly, 10-seat setting. The monthly per-seat prices, from the page's 10-seat monthly totals, were verified with the annual ones by our pricing monitor on 2026-10-09. Product and AI descriptions come from the monday service landing page. The comparisons with work-management plans come from monday.com's main pricing page. Both were checked on 2026-10-07. We could not reach monday's help center, trust center or status page in this pass, so channels beyond email and forms, AI credit allowances, SOC 2, data residency and incident history are unverified. Where monday's own pricing page contradicts itself on a free plan, we recorded both readings. No review-site text was used.