The Era of AI-Powered Workday Support

Traditional support models of internal admins drowning in tickets or slow, expensive AMS firms no longer cut it. Here Neelan breaks down how Mando is redefining Workday support with instant answers, automatic documentation, and a smarter way to scale your team.

Neelan Veloo

Neelan Veloo

Why Workday Support Is Broken

Enterprise software support hasn’t kept pace with how companies have evolved. Most Workday customers today are stuck choosing between two extremes:

  • Internal Admins constantly firefighting tickets, spending hours troubleshooting issues or retracing config steps that were never properly documented.

  • AMS and Consulting Partners who promise “support,” but actually mean slow, expensive help on a per-hour or per-ticket basis.

Neither model is built for agility. Neither model scales well. And neither gives teams true control over their Workday instance.

At Mando, we’ve spent hundreds of hours interviewing Workday admins, consultants, HRIS leaders, and IT executives. Here’s what we’ve learned about where legacy support models fall short — and where we think the future of Workday support in an AI-powered era is headed.

The Old Models: Manual, Siloed, and Opaque

1. Admins as the System of Record
For most companies on Workday, the admin team is the documentation layer. They know why configurations were made, what broke last quarter, and where the edge cases live. But when human memory becomes the system of record, the setup turns fragile. If someone’s on sick leave, progress slows. If they join another organization, the knowledge goes with them. Nothing is captured at the system level, so every handoff takes time — and every new hire has to start from scratch.

2. AMS Firms With Long SLAs with Limited Context
Application Management Services (AMS) vendors fill a real need but too often get treated like band-aids. Every support ticket is a fresh conversation with a resource who lacks context on your tenant setup. There's no requirement for the AMS vendor to provide thorough documentation on the changes they've made in your environment unless billed for. Incentives do matter, and it's important to point out that pricing models are designed to optimize for vendor revenue, not customer speed.

3. Tribal Knowledge and Institutional Memory Decay
Workday isn’t static. Every integration, security policy, or configuration tweak builds on what came before it. When config change decisions aren’t documented, teams lose the ability to understand why the system looks the way it does. Over time, even simple updates require hours of detective work. Questions that should take minutes balloon into days of reverse-engineering. What starts as a lack of documentation turns into operational debt. You can’t scale what you can’t explain.

The Mando Model: Support Built for Scale

We believe the best support model is one where teams get smarter over time. That’s why we built Mando as a single platform to power three core workflows for internal Workday support teams:

  • Troubleshooting: Ask a question like “Why isn’t this integration triggering?” and get instant, context-aware answers — powered by AI trained on your Workday config, past tickets, and official docs. All your past queries are securely stored and searchable in real time.

  • Documentation: Every admin action (e.g. creating a condition rule or editing a security group) can be auto-recorded, versioned, and shared — no extra effort required.

  • Training: New hires or regional teams don’t need to start from scratch. They can watch your team's past documented workflows, search for quick answers with Mando's AI assistant, and onboard in weeks, not months, without pulling in a senior resource.

You're not stuck waiting on a vendor for answers your team could surface instantly. Your admins aren’t wasting time repeating themselves - they're scaling their knowledge across the org. Every config decision is documented with context so you're always audit ready without the scramble. Your tribal knowledge is now your competitive edge. The power of a Workday team comes from what it owns internally, not what it hands off to consultants.

Unlike AMS firms or other software platforms, Mando does not require credentialing, tenant integration or a lengthy implementation period to get started - we've onboarded an entire 30 person team in less than 30 minutes. For the first time ever, you can instantly enable your team with a knowledge base that builds itself in real time.

The Future of Workday Support Is In-House, Not Overhead

The smartest companies aren’t cutting back on Workday. They’re doubling down — but doing it with better tools, faster iteration, and tighter knowledge loops.

If you’re still relying on shared inboxes, memory, and a rotating cast of consultants to manage your Workday instance… it might be time for a new support model.

Mando helps your team move faster, support smarter, and document as you go. No ticket queues. No hourly billing. No ramp-up time. Because the future of Workday support isn’t about asking for help. It’s about never needing to.

Why Workday Support Is Broken

Enterprise software support hasn’t kept pace with how companies have evolved. Most Workday customers today are stuck choosing between two extremes:

  • Internal Admins constantly firefighting tickets, spending hours troubleshooting issues or retracing config steps that were never properly documented.

  • AMS and Consulting Partners who promise “support,” but actually mean slow, expensive help on a per-hour or per-ticket basis.

Neither model is built for agility. Neither model scales well. And neither gives teams true control over their Workday instance.

At Mando, we’ve spent hundreds of hours interviewing Workday admins, consultants, HRIS leaders, and IT executives. Here’s what we’ve learned about where legacy support models fall short — and where we think the future of Workday support in an AI-powered era is headed.

The Old Models: Manual, Siloed, and Opaque

1. Admins as the System of Record
For most companies on Workday, the admin team is the documentation layer. They know why configurations were made, what broke last quarter, and where the edge cases live. But when human memory becomes the system of record, the setup turns fragile. If someone’s on sick leave, progress slows. If they join another organization, the knowledge goes with them. Nothing is captured at the system level, so every handoff takes time — and every new hire has to start from scratch.

2. AMS Firms With Long SLAs with Limited Context
Application Management Services (AMS) vendors fill a real need but too often get treated like band-aids. Every support ticket is a fresh conversation with a resource who lacks context on your tenant setup. There's no requirement for the AMS vendor to provide thorough documentation on the changes they've made in your environment unless billed for. Incentives do matter, and it's important to point out that pricing models are designed to optimize for vendor revenue, not customer speed.

3. Tribal Knowledge and Institutional Memory Decay
Workday isn’t static. Every integration, security policy, or configuration tweak builds on what came before it. When config change decisions aren’t documented, teams lose the ability to understand why the system looks the way it does. Over time, even simple updates require hours of detective work. Questions that should take minutes balloon into days of reverse-engineering. What starts as a lack of documentation turns into operational debt. You can’t scale what you can’t explain.

The Mando Model: Support Built for Scale

We believe the best support model is one where teams get smarter over time. That’s why we built Mando as a single platform to power three core workflows for internal Workday support teams:

  • Troubleshooting: Ask a question like “Why isn’t this integration triggering?” and get instant, context-aware answers — powered by AI trained on your Workday config, past tickets, and official docs. All your past queries are securely stored and searchable in real time.

  • Documentation: Every admin action (e.g. creating a condition rule or editing a security group) can be auto-recorded, versioned, and shared — no extra effort required.

  • Training: New hires or regional teams don’t need to start from scratch. They can watch your team's past documented workflows, search for quick answers with Mando's AI assistant, and onboard in weeks, not months, without pulling in a senior resource.

You're not stuck waiting on a vendor for answers your team could surface instantly. Your admins aren’t wasting time repeating themselves - they're scaling their knowledge across the org. Every config decision is documented with context so you're always audit ready without the scramble. Your tribal knowledge is now your competitive edge. The power of a Workday team comes from what it owns internally, not what it hands off to consultants.

Unlike AMS firms or other software platforms, Mando does not require credentialing, tenant integration or a lengthy implementation period to get started - we've onboarded an entire 30 person team in less than 30 minutes. For the first time ever, you can instantly enable your team with a knowledge base that builds itself in real time.

The Future of Workday Support Is In-House, Not Overhead

The smartest companies aren’t cutting back on Workday. They’re doubling down — but doing it with better tools, faster iteration, and tighter knowledge loops.

If you’re still relying on shared inboxes, memory, and a rotating cast of consultants to manage your Workday instance… it might be time for a new support model.

Mando helps your team move faster, support smarter, and document as you go. No ticket queues. No hourly billing. No ramp-up time. Because the future of Workday support isn’t about asking for help. It’s about never needing to.

Why Workday Support Is Broken

Enterprise software support hasn’t kept pace with how companies have evolved. Most Workday customers today are stuck choosing between two extremes:

  • Internal Admins constantly firefighting tickets, spending hours troubleshooting issues or retracing config steps that were never properly documented.

  • AMS and Consulting Partners who promise “support,” but actually mean slow, expensive help on a per-hour or per-ticket basis.

Neither model is built for agility. Neither model scales well. And neither gives teams true control over their Workday instance.

At Mando, we’ve spent hundreds of hours interviewing Workday admins, consultants, HRIS leaders, and IT executives. Here’s what we’ve learned about where legacy support models fall short — and where we think the future of Workday support in an AI-powered era is headed.

The Old Models: Manual, Siloed, and Opaque

1. Admins as the System of Record
For most companies on Workday, the admin team is the documentation layer. They know why configurations were made, what broke last quarter, and where the edge cases live. But when human memory becomes the system of record, the setup turns fragile. If someone’s on sick leave, progress slows. If they join another organization, the knowledge goes with them. Nothing is captured at the system level, so every handoff takes time — and every new hire has to start from scratch.

2. AMS Firms With Long SLAs with Limited Context
Application Management Services (AMS) vendors fill a real need but too often get treated like band-aids. Every support ticket is a fresh conversation with a resource who lacks context on your tenant setup. There's no requirement for the AMS vendor to provide thorough documentation on the changes they've made in your environment unless billed for. Incentives do matter, and it's important to point out that pricing models are designed to optimize for vendor revenue, not customer speed.

3. Tribal Knowledge and Institutional Memory Decay
Workday isn’t static. Every integration, security policy, or configuration tweak builds on what came before it. When config change decisions aren’t documented, teams lose the ability to understand why the system looks the way it does. Over time, even simple updates require hours of detective work. Questions that should take minutes balloon into days of reverse-engineering. What starts as a lack of documentation turns into operational debt. You can’t scale what you can’t explain.

The Mando Model: Support Built for Scale

We believe the best support model is one where teams get smarter over time. That’s why we built Mando as a single platform to power three core workflows for internal Workday support teams:

  • Troubleshooting: Ask a question like “Why isn’t this integration triggering?” and get instant, context-aware answers — powered by AI trained on your Workday config, past tickets, and official docs. All your past queries are securely stored and searchable in real time.

  • Documentation: Every admin action (e.g. creating a condition rule or editing a security group) can be auto-recorded, versioned, and shared — no extra effort required.

  • Training: New hires or regional teams don’t need to start from scratch. They can watch your team's past documented workflows, search for quick answers with Mando's AI assistant, and onboard in weeks, not months, without pulling in a senior resource.

You're not stuck waiting on a vendor for answers your team could surface instantly. Your admins aren’t wasting time repeating themselves - they're scaling their knowledge across the org. Every config decision is documented with context so you're always audit ready without the scramble. Your tribal knowledge is now your competitive edge. The power of a Workday team comes from what it owns internally, not what it hands off to consultants.

Unlike AMS firms or other software platforms, Mando does not require credentialing, tenant integration or a lengthy implementation period to get started - we've onboarded an entire 30 person team in less than 30 minutes. For the first time ever, you can instantly enable your team with a knowledge base that builds itself in real time.

The Future of Workday Support Is In-House, Not Overhead

The smartest companies aren’t cutting back on Workday. They’re doubling down — but doing it with better tools, faster iteration, and tighter knowledge loops.

If you’re still relying on shared inboxes, memory, and a rotating cast of consultants to manage your Workday instance… it might be time for a new support model.

Mando helps your team move faster, support smarter, and document as you go. No ticket queues. No hourly billing. No ramp-up time. Because the future of Workday support isn’t about asking for help. It’s about never needing to.