A Freshworks announced the general availability of Freshservice Journeys, a new AI-assisted feature within its IT service management and employee service solution. The tool is designed to simplify complex processes involving multiple business areas—increasing efficiency, enhancing cross-department collaboration, and providing a personalized, consistent experience for employees during critical moments. With Freshservice Journeys, IT, HR, facilities, and other teams can use no-code workflows to create planned experiences for employees during key moments such as onboarding, offboarding, promotions, and relocation.
“Complexity is the enemy of efficiency, and our customers trust Freshworks to remove barriers in the employee experience, delivering hyper-personalized, seamless, and simple service,” said Srini Raghavan, Chief Product Officer at Freshworks“. For years, Freshservice has enabled thousands of organizations to apply modern service management principles to individual departments. With the launch of Freshservice Journeys, we have expanded this vision—eliminating the friction that historically hinders cross-department collaboration during complex employee transitions. Now, organizations can use AI-assisted automation to ensure consistent positive experiences without sacrificing the flexibility of each department.”
Many organizations face outdated systems that enforce rigid workflows and siloed operations. This lack of coordination and accountability between departments creates bottlenecks and costly inefficiencies—especially in high-impact employee experiences like onboarding. For example, when IT, HR, and Facilities are misaligned, new hires may arrive on their first day without access to essential tools, systems, or even workspace, damaging first impressions and delaying productivity. Freshservice Journeys was developed to address these common challenges by automating manual tasks, improving cross-department coordination, and increasing transparency throughout the process.
Key benefits of Freshservice Journeys:
- AI-assisted efficiency: Uses artificial intelligence to perform routine tasks like account creation, sending reminders, and summarizing tickets, reducing manual work and speeding up task completion.
- Intuitive and easy-to-use interface: No-code/low-code interface empowers administrators to easily configure complex workflows or quickly launch the solution using pre-configured templates, facilitating collaboration between HR, IT, and other departments.
- Frictionless cross-department collaboration: Automatic task assignment, scheduled reminders, and real-time tracking visible to all involved departments, improving coordination, accountability, and simplifying employee transitions.
- Flexibility for specific needs: Uses conditions and triggers to customize flows according to employee specifics and internal organizational policies.
Proven Results by Customers
“Freshservice completely transformed our offboarding process,” said John Batchelor, VP of IT Operations at Qualfon. “What used to take days now gets done in hours—with full visibility into task completion, access revocation, and deadlines. This reduced risks, saved time, and ensured a more secure and compliant offboarding, even at scale.”
“Freshservice Journeys is a game-changer for onboarding,” said Tabitha Zokaitis, IT Service Management Analyst at EquiTrust Life Insurance. “It allows our administrators to quickly create tailored flows for different roles while HR tracks all steps in real time. We’re excited to further optimize our processes, save hours of manual coordination, reduce errors, and ensure every new hire has a smooth and consistent experience from day one.”
Anantha Ganga, CIO at Coherent, wanted 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 support HR processes like onboarding and offboarding, with plans to extend to facilities and procurement.
