A Freshworks Inc. (NASDAQ: FRSH) today announced at its annual event Refresh, new AI-powered capabilities within its IT management platform, Freshservice, making it easier for teams to resolve issues faster, prevent failures proactively, and identify performance drivers.
The updates leverage artificial intelligence and automation to address a critical challenge faced by IT teams: fragmented tools and repetitive manual processes that fuel complexity and consume time, energy, and business growth opportunities.
The release includes enhancements to Freshservice and Freddy AI, raising the standard for employee experience (EX) and service delivery. The enhanced Freddy AI Agents simplify self-service, while integrations with popular Digital Employee Experience (DEX) platforms provide real-time insights into device health, enabling proactive preventative actions.
When a ticket is logged, Freshservice's AI-powered intelligent routing ensures it is instantly assigned to the correct team, speeding up resolution and enhancing the employee experience. Freddy AI Insights now offers IT leaders conversational insights, an easy way to ask questions and visualize complex service patterns to quickly identify root causes of issues.
The new Cost of Complexity Report, from Freshworks reveals a silent crisis: nearly 20% of IT leaders report having faced burnout or talent loss within their teams due to software complexity, and 29% of employees cite lost productivity caused by bloated tools and fragmented channels. Enterprise software was identified as the top driver of organizational complexity.
“The CIO's mission is clear: drive business growth and lead the pace of transformation — not just keep the lights on. Yet, most teams are stuck battling complexity, leading to fragmented processes and reactive practices,” said Srini Raghavan, Chief Product Officer at Freshworks. “Freshservice proactively builds AI-powered capabilities into the very fabric of service delivery, adding more intelligence to keep employees and businesses moving.”
Freshservice's new capabilities enable companies to:
– Prevent issues before they impact employees
DEX integrations with Riverbed Aternity and ControlUp help detect and resolve endpoint issues before employees notice them, displaying real-time application and device telemetry data directly within IT tickets, providing immediate visibility into system health and performance.
Agents save time with automated self-remediation and feature more detailed audit logs. AI-powered intelligent routing directs tickets to the right team based on availability, skills, and workload, ensuring more efficient resolution.
For example, if an employee's laptop slows down due to a background update, the DEX solution can detect the high resource usage and automatically attach device telemetry information — such as CPU, memory, and active processes — to the ticket. IT teams can identify the cause and resolve the issue remotely, without relying on employee feedback or remote access. For more complex cases, intelligent routing identifies the appropriate team to address the incident.
– Transform how employees search for, request, and receive help
The enhanced Freddy AI Agents can now fetch data from Google Drive to provide more comprehensive answers, process images within tickets (such as error screenshots), and seamlessly integrate with service portals and widely used employee applications like Microsoft 365 Copilot, enabling issue resolution without disrupting workflow.
Porsche eBike Performance benefits from Freshservice's AI-powered conversational capabilities to provide intelligent, user-centric IT support. With the platform's multilingual knowledge base, users get instant access to helpful articles in their preferred language, saving time and improving the overall experience.
– Identify service patterns more easily through on-demand data visualizations
The Freddy AI Insights now enables the transformation of complex analysis into conversational insights and accessible visualizations — making it easier to identify gaps, correlate performance, and recognize growth factors.
Fox Communities Credit Union uses Freddy AI Insights and the Ticket Suggester feature, which automatically categorizes and tags tickets, significantly increasing IT efficiency and effectively scaling support — achieving a 96% first-contact resolution rate.
Freshservice was named a “Strong Performer” and received above-average customer scores in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025 report.
The platform achieved the highest possible scores in the “Asset and Configuration Management with Discovery,” “Workflow and Task Management,” “Self-Service Portal, Catalog, and Request Management,” and “Pricing Flexibility and Transparency” criteria.
The report noted that “customers praised Freshworks for its ease of use, intuitive design, and robust API capabilities. Strengths include proactive alert management, AI-powered insights, and excellent customer support.”
Tata Consumer Products achieved faster resolution times with Freshservice and Freddy AI Copilot, enabling the IT team to manage incidents more efficiently, eliminating 40 minutes of incident logging, and reducing the overall response volume by 73%.
