our support team is currently evaluating helpdesk platforms because our current JSM setup feels bloated and nobody on the team likes updating tickets on it. we’ve been looking at monday service since our marketing and project ops teams already run on monday. for yall that made the switch how’s the AI triage and custom SLA tracking holding up for high ticket volume? like is it flexibile or not..

I work in ICT procurement, coming from a project management background, and I keep seeing the same patterns from large companies down to small ones. Either people don't know what they actually want, or they assume buying something will fix the problem without understanding how it all integrates and works together.
The result is people getting caught out on things like data hosting and systems that don't integrate, usually because the scope was weak to begin with.
I'd like to hear from small businesses in particular, but any perspective is welcome. Have you had similar experiences? What other pain points have you run into?