WHITEPAPER

The 2026 Service Desk Blueprint

Scaling beyond ticketing with an AI-assisted, people-ready approach to service delivery.

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Why the traditional service desk fails

IT teams struggle to keep pace with rising demand when support still relies on tiered queues and manual processes. Particularly for smaller teams:

  • Ticket volumes grow faster than the IT staff

  • Employees expect quick, seamless support

  • Manual work makes scaling too expensive

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A modern service desk built for 2026

AI, automation, and experience-led service help lean teams scale smarter without adding complexity.

AI that boosts agent productivity

Automate routine requests, accelerate complex cases with copilots, and reduce cost-to-serve.

One front door for every request

Provide employees with a unified platform to access help across IT, HR, Finance, and Facilities.

Insights that improve experience

Track ESAT, FCR, and reopens through custom dashboards to uncover what truly impacts employee experience.

The impact of an AI-first, people-ready approach

Real-world data from global Freshservice customers demonstrates how AI-assisted service desks enhance performance and reduce costs.

76.6%Faster resolution with Freddy AI Copilot
65.7% Ticket deflection with Freddy AI Agent
80.2% FCR for teams extending into ESM

Build your AI-first, people-ready service desk for 2026

Get the full blueprint for scaling support, improving experience, and lowering cost-to-serve, all without enterprise complexity.

Download now