The Freshworks announced the general availability of Freshservice Journeys, a new AI-powered feature within its IT service management and employee service solution. The tool is designed to simplify complex processes involving multiple areas of the company— increasing efficiency, enhancing collaboration between departments, and providing a personalized and consistent experience for employees in critical moments. With Freshservice Journeys, IT, HR, facilities, and other teams can use no-code workflows to create planned experiences for employees at key junctures, such as onboarding, offboarding, promotions, and relocation.
“Complexity is the enemy of efficiency, and our customers rely on Freshworks to eliminate barriers in employee experience, delivering hyper-personalized, seamless, and straightforward service,” said Srini Raghavan, Chief Product Officer of Freshworks. “For years, Freshservice has enabled thousands of organizations to apply modern service management principles in individual departments. With the launch of Freshservice Journeys, we are expanding this vision— removing the friction that historically hinders collaboration between departments during complex employee transitions. Now, organizations can use AI-powered automation to ensure consistent positive experiences without sacrificing each area’s flexibility.”
Many organizations face obsolete systems that impose rigid flows and isolated operations (in silos). This lack of coordination and accountability between departments creates bottlenecks and costly inefficiencies — especially in high-impact experiences for employees, such as onboarding. For example, when IT, HR, and Facilities are not aligned, new hires may arrive on the first day without access to essential tools, systems, or even workspace, compromising the first impression and delaying productivity. Freshservice Journeys was developed to address these common challenges by automating manual tasks, improving interdepartmental coordination, and increasing transparency throughout the process.
Main benefits of Freshservice Journeys:
- AI-assisted efficiency: Utilizes artificial intelligence to perform routine tasks such as account creation, sending reminders, and ticket summarization, reducing manual work and speeding up task completion.
- Intuitive and easy-to-use interface: No-code/low-code interface that empowers administrators to configure complex flows easily or quickly launch the solution using pre-configured templates, facilitating collaboration between HR, IT, and other areas.
- Frictionless interdepartmental collaboration: Automatically assigns tasks, scheduled reminders, and real-time tracking, visible to all departments involved, improving coordination, accountability, and simplifying employee transitions.
- Flexibility for Specific Needs: Uses conditions and triggers to customize workflows according to the employee’s particularities and internal organization policies.
Client-Proven Results
“Freshservice completely transformed our offboarding process,” said John Batchelor, Vice President of IT Operations at Qualfon. “What used to take days is now done in hours – with full visibility into task completion, access revocation, and deadlines. This reduced risks, saved time, and ensured a safer offboarding that complies with regulations, even on a large scale.”
“Freshservice Journeys is a game-changer for onboarding,” said Tabitha Zokaitis, IT Services Management Analyst at EquiTrust Life Insurance. “It allows our administrators to quickly create customized workflows for different roles, while HR tracks all steps in real-time. We are excited to further optimize our processes, save hours of manual coordination, reduce errors, and ensure that every new employee has a smooth and uniform experience from day one.”
Anantha Ganga, CIO of Coherent, was looking to standardize IT service delivery on a single platform. In just four months, Coherent migrated all IT workflows to Freshservice. They then expanded usage to also support HR processes such as onboarding and offboarding, with plans to expand to facilities and purchasing areas.
