AI triage
The right ticket to the right queue, instantly
Incoming tickets are categorized, prioritized and routed by AI before anyone touches them. We configure the rules around your queues and skills.
Ticketing that scales,
without a growing queue
We set up monday service for your teams: queues, SLAs, escalations and self-service built around how your organization actually handles tickets.
What do you want to do with your service desk?
A free mapping session of your ticket flows is included · the trial requires no credit card.
Shorter queues. More tickets solved.
A service desk that puts AI to work on every ticket, so the team solves problems instead of sorting them.
Self-service
The portal that takes the load off first-line support
A dedicated service portal where employees and customers find answers, track their tickets and order from the service catalog. We build it around your services.
SLA & escalation
No ticket falls through the cracks
SLA clocks, automatic escalations and reminders watch over every ticket, built around your service agreements, not the other way around.
Workflows
Service workflows without code
Approvals, rebookings and recurring tickets are automated in the workflow builder. We roll out the workflows together with your teams.
Faster answers with agents
that never sleep.
You set the service levels. The agents we configure keep every ticket moving and every clock monitored, around the clock.
Triage Agent
Every incoming ticket is categorized, prioritized and routed before a human has touched it.
CategorizesSets priorityRoutes to queue
Answer Agent
Common questions are answered instantly with content from the knowledge base, with source and log.
Answers instantlyCites sourcesLogs everything
Escalation Watcher
Monitors the SLA clocks and escalates in time, before a breach, not after.
Monitors SLAsEscalates in timeNotifies team lead
Follow-up Agent
Chases replies from customers and colleagues so no ticket goes dormant while waiting.
Reminds customersRevives ticketsCloses silent ones
Knowledge Builder
Drafts knowledge base articles from resolved tickets, so the knowledge base stays fresh on its own.
Writes draftsSuggests articlesKeeps the base fresh
Trend Spotter
Counts patterns in incoming tickets and flags recurring issues for root cause analysis.
Counts patternsFlags root causesSuggests actions
Report Builder
Response times, resolution rates and volumes, sent to the right recipients automatically.
SummarizesBuilds dashboardsSchedules reports
Your Own Agent
We build agents around exactly what you need. Describe the flow, and we configure the rest.
Your workflowYour limitsOur configuration
One connected service engine.
Every ticket builds shared context: the team sees the full history and the customer never has to repeat themselves.
The right queue, with no manual sorting.
Every channel feeds into one flow. The AI categorizes, prioritizes and routes to your queues and skills before anyone has had time to read.
Book a consultation →
Tickets resolved, within SLA.
The agent gets the full history, the knowledge base and AI-suggested solutions, and the SLA clock is monitored with automatic escalations all the way.
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The portal that answers first.
Employees and customers find answers, track tickets and order from the service catalog. First-line support gets relief without service suffering.
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Every ticket makes you better.
CSAT is measured automatically, solutions become knowledge base articles and trends become problem tickets. Your service improves from its own data.
Book a consultation →Your data, your control.
Enterprise-grade security
Your data is never used to train AI models. You own the content you provide and what the AI generates, certified to enterprise standards, according to monday.com.
Permissions & governance
We define exactly what each agent and team member can see, change and create, with AI credit limits per team. Governance is set from day one, not added later.
Control & visibility
A real-time log of every agent action: what, when and by whom. Agents are validated in simulation mode before anything goes live.
Our method
We start with your processes,
not the software.
Weeks to value, not years. Our method is a staircase in five steps: from a study of how work and money flow, through setup and adoption, to ongoing development and management. Every step raises the business value.
Business value ↑
Time →
- 01 · MapA study of how work and money actually flow, before anyone touches a system.
- 02 · BuildAgile setup with your key users, tested on real workflows.
- 03 · EmbedChange management and training so the new way of working sticks in the organization.
- 04 · DevelopStrategic optimization as the business and its goals change.
- 05 · ManageWe look after the platforms in production: support, updates and small improvements, so you can focus on the business.
The process map
We map your flow, free of charge.
Tell us briefly about your business and we will map how your tickets actually flow, from incoming question to resolved, learned and improved, and draw it up step by step, like the excerpt next to this. The map is yours whether or not we build it. See a complete example (PDF, in Swedish) →
FAQ
Good to know before
we start.
Does monday service work for teams other than IT?
Yes, that is the whole point. The same platform handles IT tickets, HR requests, facilities and customer service, with separate queues, forms and SLAs per team. We set up the structure so each team owns its flow.
How long does implementation take?
Most of our setups are live within a few weeks, not months. We start by mapping your processes, build with your key users involved, and go live with training on site or remotely. The scope drives the timeline, and you see it before we start.
What happens after go-live?
We don’t leave at handover. Training is included in every project, and most customers choose ongoing management: we optimize flows, keep building and are one call away when your business changes.
Pick your starting point. Same platform.
Five products, one data model. Start where it makes the biggest difference, and we make sure the rest keeps up.
Work management
Projects, resources and portfolio: planning that keeps itself up to date.
CRM
Pipeline, automated sales process and AI agents at every stage of the deal.
monday AI
Agents, triage and forecasts in your flows, with governance, permissions and you in control.
Read more about monday AI You are hereService
Tickets, SLA monitoring and self-service: service that scales without a growing queue.
Dev
Sprints, backlog and releases: agile development from idea to production.
Customer cases
Real transformation.
Gosol EnergiRenewable energyHow Gosol Energi got one connected flow from lead to delivery, with shorter lead times at every step.
LykoBeauty & e-commerceHow Lyko got a single source of truth for campaigns and content, and a shorter path from idea to store.
ELON GroupRetailHow ELON Group brought its strategic store relationships into one hub the whole organization works in.
SKG StorköksgrossistenWholesale & foodHow a growing wholesaler automated its workflows in monday.com, from AI-driven document scanning to supplier collaboration.
3D FotteknikManufacturing & e-commerceHow marketing, bookings, e-commerce and production were connected into one flow.
Texas Dept. of Criminal JusticePublic sectorHow an agency with 36,000+ employees got workflows that work at every level.
All customer casesTen projects in retail, energy, manufacturing and the public sector.
Ready to work the way
you want to work?
Book a free consultation. We map your current setup and show you what is possible.