A Freshworks announced the general availability of Freshservice Journeys, a new artificial intelligence-powered feature within its IT service management and employee service solution. The tool is designed to simplify complex processes involving multiple company departments—increasing efficiency, enhancing interdepartmental collaboration, and delivering 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 employee experiences by 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 are expanding 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 departmental flexibility.”
Many organizations face outdated systems that impose rigid workflows and siloed operations.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 not aligned, new employees may arrive on their first day without access to essential tools, systems, or even workspace, harming first impressions 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.
Key Benefits of Freshservice Journeys:
- AI-Assisted Efficiency: Uses artificial intelligence to perform routine tasks such as account creation, reminder notifications, and ticket summarization, reducing manual work and accelerating task completion.
- Intuitive, Easy-to-Use Interface: No-code/low-code interface that empowers administrators to configure complex workflows effortlessly or quickly launch the solution using preconfigured templates, facilitating collaboration between HR, IT, and other departments.
- Frictionless Interdepartmental Collaboration: Automatic task assignment, scheduled reminders, and real-time tracking visible to all involved departments improves coordination, accountability, and simplifies employee transitions.
- Flexibility for Specific Needs: Uses conditions and triggers to customize workflows based on employee specifics and the organization’s internal policies.
Proven Results from Customers
“Freshservice completely transformed our offboarding process,” said John Batchelor, Vice President of IT Operations at Qualfon. “What used to take days is now completed 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 enables our administrators to quickly create customized workflows 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 employee has a smooth and consistent experience from day one.”
Anantha Ganga, CIO of Coherent, sought to standardize IT service delivery on a single platform. Within just four months, Coherent migrated all IT workflows to Freshservice. They then expanded usage to also support HR processes like onboarding and offboarding, with plans to extend to facilities and procurement departments.