Resolution times are at a six-year high, yet tickets are taking longer to reach a human. Here’s why the gaps happen.

AI absorbs routine work behind every ticket, so support teams have more time for the moments that need a human

Doctors are adopting AI faster than IT can govern it. Here’s how healthcare IT leaders are keeping up.

A conversation with Mark Boulter, McLaren Racing’s director of commercial technology

Managing investments is more than money and ROI. Here’s how I work with our CIO.

Why static dashboards are squeezing your AI ROI

Acquisition advances Freshworks' AI-powered service operations platform, connecting AI diagnostics with modern incident orchestration across Freshservice and FireHydrant to investigate, resolve, and prevent outages before they disrupt business operations

Companies default to “lift and shift” because they fear disruption, but moving old workflows is both a lost opportunity and crippling for the business

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

How three companies went from scattered helpdesks to a single portal that HR, finance, and legal want to use

The qualities that make a company nimble start to disappear right when growth demands them most

A conversation with author and former global CIO of Lululemon and REI Julie Averill on why leadership pitfalls doom business AI efforts

Freshservice expands ITAM and brings AI closer to action

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

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

How deadline pressures helped three companies implement ITSM and scale fast

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

Your curated briefing on the latest news and ideas for AI-powered service operations

The 2026 shopping season is set against a backdrop of uncertainty, but IT teams in retail have ways to keep things running smoothly

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

Service data can tell a lot about how your organization really operates—but only if you know where to look

The inside stories on how McLaren, New Balance, and others turn service performance into a competitive edge

Key takeaways from Freshworks’ 2026 Customer Service Benchmark Report

Companies can throw money at AI. But can they make it stick without spending on training?

Across the U.K. and the continent, IT teams are overcoming centuries of institutional autonomy to create a single experience for students and staff

From the cloud to Covid to AI, IT has absorbed the shock, rewritten the playbook, and quietly taught the rest of the business how to change

Freshworks VP of AI Products Venkat Venkataraman on why "shifting left" means catching problems before they become tickets, and what it takes to get there

Freshworks VP Jason Aloia on why ITSM's next act is about resolving issues before anyone notices

U.K. organizations are as sold on AI as anyone else. They're just the slowest to get it fully running, and it's costing them budget and peace of mind.

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

As AI adoption becomes commonplace in the workplace, Fortune 100 leaders are expressing concern: Are we de-skilling a generation of workers? Matt Beane is there to hear them out—and provide some fixes.

Financial services outspends every sector on AI and reports the greatest complexity burden. Here's what's driving the gap, and how some businesses are closing it.

For cancer clinics, hospitals, and pharmaceutical companies, service management is part of the care delivery chain

When legacy IT systems work against employees at financial institutions, the consequences reach far beyond the help desk

In an interview with ComputerWeekly, Freshworks CIO Ashwin Ballal explains why AI gives agile enterprises the freedom to chase more ideas than their resources once allowed

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'

Tools alone don’t make for successful service management. Wendy Turner-Williams lays out a people-focused AI transformation plan for leaders.

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

Mid-market organizations are investing more in AI than ever. Complexity is consuming the returns before they arrive

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

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

States, countries, and the EU have been developing AI regulations—this summer they begin enforcement

The secret isn’t in the software, it’s in the way you treat your people

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

Unmanaged complexity is dragging down your business. Reducing friction can help you stay ahead of the pack.

The signal from unsanctioned AI use isn’t always a compliance issue; sometimes it’s employees telling you what they need

In a recent Fortune column, Freshworks CEO Dennis Woodside makes the case that mid-market companies winning with AI are outexecuting, not outspending, the competition

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

An analysis of IT requests shows the rise of a “ghost shift” as flexible jobs have extended the workday. IT support isn’t keeping up.

A conversation with Freshworks VP of product management Jason Aloia

Fragmented and siloed systems, manual processes, outdated workflows—today’s manufacturers have no time for this

Freshworks Chief People Officer Johanna Jackman on bringing HR onto Freshservice to streamline operations, improve employee experience, and unlock higher-impact work

A conversation with Freshworks Chief Product Officer Srini Raghavan

Robert Lyons has a message for leaders chasing the AI moment: Slow down, clean up your data, and build from a foundation that can support what you're promising

A conversation between Freshworks CEO Dennis Woodside and Vermeer’s director of IT services

New research reveals a striking gap between how much control mid-market IT leaders believe they have over unsanctioned AI, and how much they actually do

AI has changed what IT does. The job of leading has changed even more

Fragmented stacks don't just frustrate customers. They quietly raise costs, slow agents, and cap what AI can actually do.

Every customer interaction is a data point. An AI-native approach turns it into competitive advantage

New studies about AI adoption and employee experience show the ups and downs of change—and why workers feel empowered as long as they have the proper supports

HR tech expert Julia Bersin unpacks the skills that managers need today to get the best out of humans and AI

With AI ascendant, a troubling dilemma has emerged: Employers demand more experience from their new hires while providing fewer opportunities to acquire it. Leading researcher Matt Beane sees how AI can help solve a problem it helped create.

Introducing redefined Freshservice IT Asset Management

‘The Friction Project’ author Bob Sutton talks about when business leaders need to add ‘good friction’ to critical workflows

When service management meets engineering incident response

A new report points leaders toward prevention and autonomy rather than reactive speed

A conversation with National Center for the Middle Market’s Doug Farren

A conversation between McLaren Racing’s Zak Brown and Freshworks CEO Dennis Woodside

As AI agents join the team, leaders are rethinking roles and responsibilities for digital and human employees alike

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

Know which problems to target and how to measure success

Meeting regulatory pressures and high customer expectations calls for a framework to establish trust

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

A seamless transition from chatbot to representative is key to customer loyalty

A new video series looks at the competitive advantage of ITSM that automates, learns, and scales

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

To escape pilot purgatory and realize real ROI, organizations need more than bold AI goals—they need to define a path to success.

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

In the age of AI, customers expect more from support. But with so many solutions on offer, how do you pick the right one?

Competitive advantage lies not in simply deploying AI, but in the way leaders turn that found time into value.

Look for organizational gains, automation for the ‘messy middle layers of work,’ more AI agents, and ‘strategic simplicity’

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

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

As retailers brace for another holiday rush, many are laying the groundwork for agentic AI.

For HR, procurement, and marketing teams drowning in manual processes, automation eliminates the hidden tax of complexity

Behind every delayed reply or clumsy handoff, there’s usually a CX team fighting complexity they didn’t create

The challenge is cultural, not technical or financial. Three steps can build the organizational trust that makes scaling possible.

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

Every second an agent spends deciphering a confusing interface is a second a customer spends waiting. Intuitive design eliminates that friction.

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

A new report from Freshworks shows how complicated tech stacks and processes are impeding growth, draining revenue, and making employees miserable.

Years of building the modern enterprise have left IT buried under its own success. Uncomplicating is the answer.

Introducing Dew, our new design system for Freshservice and Freshdesk