monday service Review 2026: AI Service Desk Pricing and Scores

The most accessible AI service desk here, for teams whose ITIL needs stop at requests and incidents.

Best for AI agents across IT, HR and other departments

Best for: Mid-size IT teams that want AI triage and agents on every plan and serve requesters outside IT
Deployment: Cloud (SaaS)
Starting price: $31 per seat per month (Standard, annual; 3-seat minimum)

Business-teams ranking

Rank 1=Tied at 8.3

8.3 / 10

Business teams and lean IT

Full ITSM ranking

Rank 7=Tied at 7.0

7.0 / 10

ITIL and CMDB included How we score

How does monday service score on each criterion?

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monday service scores by criterion, 0 to 10
Criterion	Weight	Score	Why
ITIL practice coverageTied lowest	15%	4.0 / 10	Request intake, incident handling, SLA monitoring and a knowledge base are documented; problem and change management are not documented on the pages we read.
Automation and AI assistanceTied highest	18%	9.0 / 10	Named IT agents (IT Help, Device, Access) plus triage, knowledge and SLA monitoring agents, and AI Ticket Triage on every plan including Standard.
Time to valueTied highest	18%	8.5 / 10	Published plans from three seats, a 14-day trial and board-based setup that does not require an ITIL process design up front.
Configuration management (CMDB)Lowest in set	12%	2.0 / 10	No CMDB or IT asset management is documented on the pages we read, the lowest score in this set.
Usability for non-IT requestersTied highest	14%	8.5 / 10	A customer portal on every plan (10 users on Standard, 100 on Pro, unlimited on Enterprise) and intake through email and WorkForms.
Integrations	10%	7.5 / 10	PagerDuty, Active Directory, Jira, Slack and Teams are named, plus '200+ more via API, MCP & native connectors'.
Pricing transparency	13%	8.0 / 10	Standard and Pro are priced publicly; Enterprise is quoted and portal user caps vary by plan.

Scores are editorial assessments from public vendor pages. Total computed from published weights.

What does monday service cost?

monday service published pricing
Plan	Price	What changes
Standard	$31 per seat/month	Billed annually, 3-seat minimum. AI Ticket Triage for 1 ticket board; ticket intake via email and WorkForms; customer portal for up to 10 users; unlimited tickets.
Pro	$45 per seat/month	Billed annually. AI Ticket Triage for 3 boards; portal for up to 100 users; dynamic auto-responses for any channel.
Enterprise	Not published (contact sales)	AI Ticket Triage for unlimited boards; unlimited portal users; 250K automation and integration actions per month; HIPAA compliance.
Trial	14 days

Source: monday service pricing

Which ticket stages does monday service automate?

monday service documents automation at 5 of 6 stages.

What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.

Lifecycle Automation Census for monday service, as a table
Stage	Status	Note
01 Logged	Documented	Intake through email, WorkForms and the portal Source
02 Categorised	Documented	Automatic categorization and summarization of cross-channel requests Source
03 Routed	Documented	Skill-based and load-balanced routing Source
04 Resolved	Documented	Intake & Triage Agent auto-resolves common requests Source
05 Closed	Not documented
06 Reviewed	Documented	Knowledge Agent flags stale articles and learns from resolved tickets Source

Where is monday service strongest?

AI across the ticket lifecycle: an Intake & Triage Agent that classifies, routes and auto-resolves common requests, a Knowledge Agent that flags stale articles, and an SLA Monitoring Agent.
AI Ticket Triage on every plan, including the $31 Standard plan (one ticket board on Standard, three on Pro, unlimited on Enterprise).
Built for requests beyond IT: pre-built agents for HR, finance, facilities, procurement, legal and more on the same platform.

Where does monday service fall short?

Configuration management scores 2 of 10, the lowest in the set: no CMDB or IT asset management is documented on the pages we read. ServiceNow scores 10 here, with Discovery and Service Mapping documented on its CMDB page.
ITIL practice coverage scores 4 of 10, tied lowest: problem and change management are not documented. ServiceNow scores 10, documenting incident, change, problem and request management on one platform.
Portal access is capped at 10 users on Standard and 100 on Pro, and Enterprise pricing is quoted.

Who should shortlist monday service?

Mid-size IT teams that want AI triage and agents working in weeks, and that also take requests from HR, finance or facilities. Teams that run a change advisory board or need a CMDB for impact analysis should shortlist Freshservice, JSM Premium or ServiceNow instead, or confirm those capabilities with monday.com directly.

What are the closest alternatives?

What are the key facts?

monday.com describes monday service as an 'AI Service Management Platform' that centralizes requests, automates workflows and resolves issues with AI agents, portals and real-time insights.
Source: monday service page
IT agents named on the product page: IT Help Agent, Device Agent and Access Agent. The IT page adds an Intake & Triage Agent that 'classifies and routes tickets instantly' and 'auto-resolves common requests', a Knowledge Agent that 'flags stale and missing KB articles', and an SLA Monitoring Agent.
Source: monday IT page
Pre-built agents also cover HR, customer support, procurement, facilities, finance, marketing, legal and learning and development.
Source: monday service page
Named integrations include PagerDuty, Active Directory, Jira, Slack and Microsoft Teams, plus '200+ more via API, MCP & native connectors'.
Source: monday IT page
Problem management, change management, IT asset management and a CMDB are not documented on the monday service pages we reviewed (pricing, product, IT and IT operations pages).
Source: monday service pricing and IT pages

What else do buyers ask about monday service?

How much does monday service cost?

Standard is $31 and Pro $45 per seat per month, billed annually, with a three-seat minimum. Enterprise is quoted. A 14-day trial is available.

Does monday service have AI agents for IT?

Yes. monday.com names an IT Help Agent, Device Agent and Access Agent, plus an Intake & Triage Agent, Knowledge Agent and SLA Monitoring Agent on its IT page.

Does monday service include a CMDB or change management?

Neither is documented on the monday service pages we reviewed (pricing, product, IT and IT operations pages), which is why it scores 2 on configuration management and 4 on ITIL coverage.

Where next?

monday service head to head: vs Freshservice, vs Halo, vs Jira Service Management, vs ServiceDesk Plus, vs ServiceNow, vs SysAid, vs Zendesk, vs Ivanti