Does anyone know if it is possible to bypass the Bot email support and get straight to a human? In my numerous (10+) emails to Support the past couple of months, none have resulted in viable answers from the initial Bot support. While the incorrect answer is concerning, the time wasted adds to it. Just today, I have submitted an email support request, received an (incorrect) answer from the Bot, and am now 12 hours after posing the initial question. I’m now with a human via email, but I have had to describe the issue again because they weren’t able to see the original request.
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Weird so whenever I raise a support ticket for dev help AI always suggests some ideas but you can still submit the request and team usually respond within a day
though if they don’t have any concrete answers response takes time but I always gets the human response.
may I know how you are raising this support ticket and what’s your issue maybe other community member can help
Yes, that is the typical email response I get where the Bot provides a possible answer. The issues are, I’ve never received a viable answer in the multiple requests I get, and due to work, I typically am involved in another activity vs. waiting for the email response. So, I get around to it later in the evening. To which it asks if I would like a human response, which I respond with a “yes’“. The human rep gets in contact with me, and I then have to repeat my request. It’s ~5 steps + time to get to a point where one can get support.
Ultimately, I come from a time where we would email Monday.com for support and we received a human response very quickly (pre-AI hype). And since the Bot/AI isn’t providing viable answers, perhaps this type of support is too early for implementation.
AI is happening, and we can’t stop it. Personally, as a developer, I find it very useful it’s the best search engine and tutor. But when it comes to support, people still don’t like it. Meanwhile, hundreds of startups are raising millions of dollars, claiming that AI saves time and money for both businesses and users. The ground reality, however, is far from that. 
Yes, I’ve found numerous valuable ways in which AI has helped me and our business. Unfortunately, the support Bot has not been one of those. Perhaps in the near future though.
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I was frustrated with this very thing as well. Surely if they have AI and it’s supposed to be so great then why in the world couldn’t it at a minimum pass on the conversation? I am in the service dept. of our business and know how valuable it would be as a support person to be able to see the chat history. (If I was in their shoes)
I agree. I’ve run into the very same issues where it suggests these well worded answers that are worthless.
I’ve tried some of the AI features in Monday and they are worst than worthless because you can’t depend on them to consistently do what is needed. It so confidently states it has completed its task(s) when you double-check you find it miserably failed. I personally haven’t found one good use for AI in Monday so far.
Same here. I use Copilot in VS code but have to really get on it to do things exactly as I tell it to. I use it mostly for giving me a suggestion and then I take it from there. However, I’m also convinced that AI is a time-waster if not managed very closely. It will lead the unwary down endless rabbit holes. (I know from personal experience. 
)
And for good reasons. If it were truly what it is cracked up to be then we would love it. Unfortunately that’s not the case.
Scott -
You’re not alone. And it’ not just Monday.com. Make.com and other platforms are both feeling the pressure of “moving forward with AI” and the pressure of becoming more efficient and productive. So they are using these products where it helps augment LLM based AI (via reasoning models, RAG databases,…). BUT - they still have to build some kind of flow for the AI responses.
I am almost dreading submitting something these days (compared to the surprising delight Monday.com support (and other good support depts of other platforms) used to be.
It’s a game of “get me out of this workflow and to an operator” kind of thing. About everything prior to that is a waste of time and energy. So, I try to calculate the ROI on even getting support.
Good luck!
Just write Agent in the bot and you’ll be connected to one… But don’t tell anyone 
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I find that using the chat function gets me to a human very quickly. Like you, the bot seldom gets me what I need. I typically give it one shot and then ask for a representative. They are helpful, and if they can’t find the solution, they will escalate it to another human. That might be a good work around for you when you have time sensitive questions.
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Thank you all for the inputs and ideas. I think we can all agree that AI is clearly the latest hype/buzzword. And as a company, if you aren’t somehow messaging that you are in on the game, you’re behind.
As I said previously, there are many AI areas I’ve been able to apply in my team’s broader role. But, there are many more we’ve tested, and are not ready for “prime time”. Perhaps we are in the “trough of disillusionment”.
Ultimately, from a Monday.com perspective, our support has gone from email replies that a live rep would be with us within 90 minutes (and they were), to 3 hours, to a Bot that tries to provide an answer (and seemingly not yet ready for “prime time”). So, for me, the level of support has regressed.
For anyone at Monday.com reading this, please take this as constructive criticism / feedback from your customers. It’s an opportunity to reassess the first level support model.
Sometimes I just email Support at Monday.com and that bypasses all of that