A Freshworks announced the general availability of Freshservice Journeys, a new AI-powered feature within their IT service management and employee support solution. The tool was designed to simplify complex processes involving multiple areas of the company—enhancing efficiency, improving collaboration between departments, and providing a personalized and 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 at key moments, such as onboarding, offboarding, promotions, and relocations.
"Complexity is the enemy of efficiency, and our clients trust Freshworks to eliminate barriers in the employee experience, delivering a hyper-personalized, seamless, and simple service," he stated.Srini Raghavan, Chief Product Officer of FreshworksFor years, Freshservice has enabled thousands of organizations to apply modern service management principles within individual departments. With the launch of Freshservice Journeys, we expanded this vision—eliminating the friction that has historically hindered collaboration between departments during complex employee transitions. Now, organizations can use AI-assisted automation to ensure consistent positive experiences without sacrificing the flexibility of each area.
Many organizations face outdated systems that impose rigid workflows and isolated operations (silos).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 employees may arrive on their first day without access to essential tools, systems, or even workspace, harming 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 efficiencyUses 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 enables administrators to easily configure complex workflows or quickly deploy the solution using pre-configured templates, facilitating collaboration between HR, IT, and other departments.
- Interdepartmental collaboration without friction: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 the employee's specificities and the organization's internal policies.
Customer-Verified Results
"Freshservice completely transformed our offboarding process," said JJohn Batchelor, Vice President of IT Operations at Qualfon.What used to take days is now done in hours — with full visibility of task completion, access revocation, and deadlines. This reduced risks, saved time, and ensured a safer and compliant shutdown, even on a large scale.
"Freshservice Journeys is a game-changer for onboarding," saidTabitha Zokaitis, IT service management analyst at EquiTrust Life Insurance.Allows our administrators to create customized workflows for different roles quickly, while HR monitors all steps in real time. We are excited to further optimize our processes, save hours of manual coordination, reduce errors, and ensure that each new employee has a smooth and consistent experience from day one.
Anantha Ganga, CIO of Coherent,I was trying to standardize the delivery of IT services on a single platform. In just four months, Coherent migrated all IT workflows to Freshservice. Then, it expanded its use to support HR processes as well, such as onboarding and offboarding, with plans to expand to facilities and procurement areas.
