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Freshworks AI

https://www.freshworks.com/platform/ai-capability/

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whats-new

Why our acquisition of Torii is about much more than managing software spend

Freshservice expands ITAM and brings AI closer to action

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A roundup of Freshworks webinars, product deep-dives, and expert panel discussions

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Freddy AI Agent Studio turns plain-language instructions into working service automation

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Freddy AI Agent for Email brings automation to the inbox, with context, handoffs, and audit trails intact

In Freshservice, Copilot matures from helpful assistant to proactive service partner

Freddy AI moves deeper into the core of service work

Freshworks’ latest CX benchmark report analyzes more than 33,000 teams—and 1.2 billion tickets—to show how businesses use AI to cut friction from their operations

Read the full report for more about the current state of ITSM

Instead of arranging screens, designers are shaping behavior and judgment, says Kedar Shiroor, SVP of design and research at Freshworks, so the end result 'just works'

Freshworks introduces the AI maturity curve for IT service operations and illustrates how companies are advancing value with AI

To help agile enterprises accelerate service transformation, company leaders unveiled new innovations in agentic AI and a unified platform approach

Freshworks’ CEO made the case that AI transformation starts with a business problem, not a technology decision

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 A new study by Futurum Research found that organizations replacing legacy ITSM platforms with Freshservice simplified service operations, improved AI-assisted productivity, and scaled without added complexity

Six conversations with tech outlet theCUBE on AI, IT, and doing the work that matters

Dennis Woodside onstage Refresh 2026 new york city 

Freshworks’ May launch delivers the innovations and the playbook to deliver AI-powered service transformation

The philosophy and long-term bets behind how Freshworks builds

Introducing redefined Freshservice IT Asset Management

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When service management meets engineering incident response

 A new webinar from Freshworks and Constellation Research highlights four steps to removing complexity and increasing AI adoption

In the Wall Street Journal, Freshworks' Mika Yamamoto says unnecessary friction accounts for 7% loss of revenue and hours of lost productivity

With a refresh of the Affiliate Program, Freshworks is offering commission tiers, guided enablement, and stronger insights to help affiliate partners grow and scale their partnership with Freshworks.

 At the World Economic Forum, Freshworks CEO focused on how mid-market companies drive the economy—and AI adoption

Freshworks helped inMusic unify global support, connecting customers with the experts who truly know the gear

In a recent Freshworks webinar, Forrester’s Julie Mohr shared insights on what’s next for ITSM and ESM

headshots of Julie Mohr from Forrester and Ravi Tharisayi from Freshworks

With Freshdesk automation handling routine inquiries, agents can focus on complex customer needs

In a recent column on Forbes, Freshworks CIO Ashwin Ballal offers three steps to establishing a smooth operational flow

Freshworks completes FireHydrant acquisition

In a fireside chat at Freshworks’ global event, Dan Keyworth shared how the racing team uses AI, automation, and Freshservice to stay competitive both on the track and behind the scenes

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Freshworks customers opened the kimono on how they’re getting results with AI, omnichannel, CMDB, and more

At Freshworks' global event, leaders showed how the partnership approach delivers faster responses and higher satisfaction than either could achieve alone

Venkat Venkataraman Freshworks Virtual Summit 2025

Introducing Dew, our new design system for Freshservice and Freshdesk

screenshot of new freshworks dew design system

In their keynote addresses, CEO Dennis Woodside and CCMO Mika Yamamoto put a spotlight on complexity and the Freshworks tools to solve it

Freshworks leaders make the case for uncomplicated software at Refresh Virtual Summit

Freshdesk Command Center isn't just another dashboard. It's where the chaos ends.

This Lego fanatic builds programs for sales leaders that scale around the world.

See the latest product updates and features for Freshservice and Freshdesk

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Extending unified service management beyond IT

Freshworks expands Freshservice’s direct access to every business team

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How the best teams prevent problems before employees notice

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A planned IT overhaul was blocked by a tangle of outdated systems and manual processes. Freshservice helped get it back on track.

Freshworks helps the athletic brand go from fragmented IT to a unified platform, with visibility across a global network

At Europe’s largest single-site cancer hospital, Freshservice and Freddy AI Copilot are streamlining IT for 4,000 clinicians and staff

NHS Christie health care worker and patient 

As customers connect with businesses through messaging platforms like Apple Messages for Business, service becomes an opportunity for growth

Freshworks integration connects customer-facing and tech teams, boosting resolution rates to 90% in 8 hours

With Freshservice automating workflows and helping to resolve incidents quickly, the focus can remain on winning every race

As a field marketing lead, Jones spends his days telling the Freshworks story. In his spare time, he’s cycling across the Channel

In a recent Fast Company column, Freshworks CCMO Mika Yamamoto shares advice for how AI buyers can get the most from their AI investments—and fast

Freshworks recognized in the 2025 Gartner® Magic Quadrant™ for AI Applications in ITSM™

In a conversation on the CX Chronicles podcast, Freshworks CCMO Mika Yamamoto explains why complexity gets in the way of good customer experience

How a team at Freshworks is driving product-led growth

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Computer Weekly goes trackside with Freshworks and McLaren Formula 1 team  at the Belgian Grand Prix

How IT leaders at UPenn, USC, and Kent State are tackling the unique issues in higher ed

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Freshservice helps STCU maintain legendary member care through acquisitions, achieving 100% employee satisfaction

Freshservice accelerates the team’s IT operation. At the Belgian Grand Prix, Freshworks takes a position on McLaren Formula 1 Team cars and team kits.

What started as basic ticketing for one U.K. retailer became the operational backbone for HR, finance, and distribution

As ‘zero ticket’ strategies take off, AI can help, if done right

The British retail powerhouse’s partnership with Freshworks has streamlined IT operations for over 60 brands

Satair, a subsidiary of Airbus, partners with Freshworks to cut handling times, boost transparency, and improve global parts support

Companies need tools that simplify work, not slow it down, says Freshworks CCMO Mika Yamamoto

Underscoring the need for IT asset management and dependency mapping

In conversation with BW Businessworld, CEO Dennis Woodside describes the company’s AI vision for the future

Freshworks’ Chief Technology Officer on how to uncomplicate—and untangle—enterprise tech systems and processes

Analysis and insights on the future of customer service from Freshworks’ SVP of product management

To cap the day, Panasonic and Marathon Health joined Freshworks CCMO Mika Yamamoto for a conversation on customer and employee experiences

still image from the customer session recording with Panasonic and Marathon Health

In their keynote talks, Freshworks leaders debuted new products and fresh ideas aimed at breaking the cycle of complexity

With a focus on order, visibility, and scale, Freshservice for MSPs was built to handle multiple clients natively

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New AI-powered enhancements to Freshservice will make it easier for IT and employee service leaders to deliver exceptional employee services

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With Freshworks’ Freddy Agentic AI Platform, customer support teams can thrive with AI tools that autonomously manage and resolve customer issues from start to finish

For Global Accessibility Awareness Day, teams at the Chennai office focused on inclusive design, team empathy, and building software for everyone

photo of freshworks employee at global accessibility awareness day event in 2025

Introducing the Freddy AI Trust framework

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A monthly roundup of events, webinars, and other events that will feature Freshworks executives and partners around the world

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Under a new name, Freshworks University aims to empower customers through certification and skill-building, with better learning paths and personalized content

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Freshworks CEO and President Dennis Woodside reflects on the year since becoming CEO

 Modern IT ecosystems need automation and AI to manage a complex mix of hardware and software assets both on-premise and in the cloud

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CEO Dennis Woodside explains Freshworks’ transition into a truly global company

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A monthly roundup of events, webinars, and other events that will feature Freshworks executives and partners around the world.

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In an interview, CTO Murali Swaminathan lays out product strategy and readiness for AI-powered service from Freshworks in 2025

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 Illustration showing four event logos where Freshworks executives and partners will speak in November 2024.

Autonomous AI agents are transforming the way businesses provide fast, always-on service to customers and employees

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Illustration showing four event logos where Freshworks executives and partners will speak in October 2024.

A recent Freshworks webinar explored real-world examples of how AI is transforming CX

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A monthly global roundup of the industry events, webinars, and confabs that will feature Freshworks executives and partners

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Freshworks Chief Customer and Marketing Officer Mika Yamamoto at the summit

A photo illustration of event logos where Freshworks will attend in August 2024

How Freshservice streamlines service management for Freshworks

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The case for enabling multi-factor authentication (MFA)

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A photo of the Freshworks logo in Times Square

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News and insights about Freshworks, our products, and latest innovations

Company news

AI is changing the economics of software. IT needs a new playbook.

October 2026 Freshworks product update

Learn from the experts: Freshworks webinars, live and on demand

Workflow building with natural language

Expanding AI service beyond the chat window

Freddy AI Copilot’s next chapter