monday Service Updates: What's Introduced in This Service Management Platform?

Ishani Dhar Chowdhury
6 days ago
4 min read

Since its full release in February 2025, monday Service has provided organisations with a one-stop platform for centralised service operations. This new monday product serves the IT, operations, finance, and HR departments, allowing you to manage tickets, handle projects, and ensure cross-departmental collaboration.

Statista reports that the Professional Services market is set to witness a CAGR of 5.37% between 2025 and 2029, reaching USD 95.44 billion. With this growing demand, tools like monday Service need to stay updated with improved features every month.

In this blog post, we'll discuss some monday Service updates for 2025.

Understanding monday Service

At its core, monday.com Service is an AI-first Enterprise Service Management (ESM) platform that empowers your service-based team to deliver exceptional support experiences. It's intuitive and fully customisable like other monday WorkOS products.

The monday experts at Fruition believe that this service platform can help desk teams automate and manage their service operations or processes seamlessly. With it, you can resolve incidents, deliver great customer experiences, and fulfil requests within SLAs.

Some of the monday Service use cases include:

Managing tickets.
Connecting channels.
Escalating incidents.
Real-time service analytics.

On top of all these, this platform has a user-friendly interface, offers seamless collaboration, and integrates with third-party tools. You can also scale your service management business with multi-channel support, scalability, robust reporting, and more.

Feel free to read this blog we wrote about ticket management using monday Service.

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monday Service 2025 Updates: The Improved Features (Till 11th May 2025)

Every brilliant mind behind monday Service aims to bring their 245,000+ customer base innovative product updates. That's why they keep innovating to meet your organisation's needs.

Here are a few feature additions of 2025:

#1. Customer Portal

Update Type: New Release

You'll have access to this game-changing support hub in your monday Service account. Customer Portal is a feature that helps you manage articles, information, and forms in a single location.

It's like a self-help guide or a knowledge base with your company's internal knowledge. The monday Service Customer Portal comes with:

Everything your employee needs to get their queries answered.
Links for request forms.
Self-service articles to streamline customer needs.

This is the place to open new requests and search for useful resources. Your team can access it from any monday Service board since it's an independent and external URL. Your Customer Portal can be custom-made to feature signature titles, colours, lists, content groups, questions, and visuals.

The Customer Portal can also organise groups, check ongoing tickets, change content settings, and customise security. If you're confused, the monday consultants at Fruition can help customise the look, create a one-stop shop for service needs in your company, and organise content based on your needs.

In the future, the monday Service team aims to create a feature upgrade called the Multi-portal. This will enable you to create multiple portals on your account to support the use cases across various departments.

Collaborate with a monday Consultant

#2. My Tickets

End-users can use monday Service My Tickets to easily track and follow up on all tickets in your company. This is the place where requestors can track and interact with their tickets.

It enables:

Seamless follow-ups.
Better service experience.
Clearer communication.
Support ticket management in real-time.

My Tickets is a feature in the monday Service Customer Portal where you can easily comment or reply directly to the available tickets. With My Tickets, you can keep everything organised and get automatic ticket status updates.

As a result, your team will stay informed, speeding up the resolution process without the need for external communication. To let your team create tickets, you must build one using monday WorkForms.

Once a ticket is created, you can customise how the ticket status updates based on the requester's actions. Example: Closing or reopening a ticket.

#3. SLA Management

Fruition reported on LinkedIn that SLA management was rolled out in monday Service. We believe that only clear expectations can foster a healthy business relationship.

The foundation of this feature allows users to better configure and manage SLAs. It comes with features like:

Customisable settings.
Smart defaults.
Full integration into organisational tools.

For instance, you can create and edit the SLA column in a monday Service board to track time to resolution. Similarly, your team can manage work by filtering or sorting it based on SLA status.

SLA management on monday Service can also let you react to changes such as breaches. Use this to prioritise tickets based on urgency, tracking their progress in real time.

Reach out to a monday.com implementation consultant at Fruition to know more about this feature. We can help you get started with monday Service and select the plan that suits your business needs.

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WorkOS Updates: Do They Matter to monday Service?

Apart from the product-specific updates, monday Service will also benefit from certain platform-wide upgrades and new releases. Some of them include:

AI Form Builder: You can describe the form type in words and let AI build custom questions, fields, descriptions, and more. For example, you can generate an HR Helpdesk Form faster with this feature.
AI Usage Control: Admin teams can easily monitor monday Service AI activity and manage its access. For example, you can track usage levels or restrict features by the service team to support governance.
Automation Centre View: You'll get a compact view of the monday automation centre for better management and reordering. For example, admins can see their service team's automations with brief descriptions without scrolling.
Resource Management: With monday AI, you can add the right resources (service team member) to the right ticket (that turns into a project) based on their effort level, skills, or availability.

FAQs

What is monday Service Customer Portal?

The monday Service Customer Portal is a customisable and centralised online data repository that stores your company's internal knowledge. In this hub, your employees and customers can submit support requests through monday WorkForms, find self-service articles, and more. It can streamline and organise content into groups with forms and links for your support team.

Can monday Service help with service management?

With this shared platform, monday users can get access to holistic service management capabilities. Solve organisation-wide requests and issues with AI service agents. Users can also turn tickets into projects to manage assets, knowledge, employees, inventory, directories, etc.