Move from complexity to clarity with AI
From customer experience to employee experience, we’re paving an uncomplicated path to modern service delivery.
Better self-service, actionable insights, and AI embedded in every workspace
Put Freddy AI Agents to work natively embedded into your product spaces, chat with your data, drive meaningful action, and help build an enterprise with less complexity.
Smarter, faster support at employees’ fingertips
Deliver frictionless, personalized support at scale by putting AI at the heart of employee self-service. Freddy AI Agent is now on call and ready to assist inside Service Portals and Microsoft 365 Copilot while working in Word, Outlook, and Excel. Freddy AI can now pull in knowledge from Google Drive, Confluence, and Sharepoint, and recognize images so employees can get the answers they need—without human intervention.
Freddy AI Agent for EX
Turn insights into better decisions
With Conversational Insights, leaders can ask Freddy AI to dive into their service details and generate charts and dashboards that tell the full customer story. And for teams tired of ad hoc queries, Customized Insights empowers teams to define, design, and report the metrics that move their business needle.
Freddy AI Insights for EX
Service excellence—no longer just for IT
With Freshservice for Business Teams, HR, Finance, Facilities, and Legal can launch portals, automate workflows, and manage their own service operations without IT dependency. Purpose-built tools are tailored to the unique ways each team operates so your entire organization can move faster, prove impact, and scale support.
Freshservice for Business Teams
Powerful IT capabilities, without the complexity
Introducing new enhancements with intuitive design and built-in intelligence to help teams move faster and smarter.
Intelligent Routing
Assign tickets to the right agent every time. AI-powered skills matching evaluates service teams skills, workload, and availability to drive operational efficiency.
DEX Proactive Prevention
See real-time device health in Freshservice, auto-resolve app problems before they become tickets, and give agents one place to diagnose and fix issues without switching tools.
Service Catalog 2.0
Streamline service requests with reusable form fields, auto-filled employee data, and smart archives. Build once, deploy everywhere, saving admins time while ensuring data consistency and faster workflows.
Knowledge Content Recommendations
Drive higher self-service with AI that clusters tickets into topics, surfaces trending issues, and keeps knowledge bases up to date—cutting ticket volume.
AI that scales, workspaces that unify, and service that delivers more
From a centralized workspace to orchestrate operations to ready-made vertical AI Agents, Freshdesk turns customer service into a frictionless, loyalty-building opportunity.
Centralized workspace to simplify operations
At the core of the new Freshdesk Omni is the Command Center, which brings conversations, context, and intelligence together in one place. Agents can handle conversations across channels without toggling between multiple tabs and tools, and admins can tailor operations across every channel with granular controls. Embedded AI enhances interactions, automates tasks, and surfaces insights to reduce friction and increase satisfaction.
Freshdesk Omni
Autonomous service tailored to different verticals
Give your team time back with Freddy AI Agents that resolve customer requests end-to-end. Packed with ready-to-go Vertical AI Agents for eCommerce, Travel, Logistics, and Fintech, and 50+ built-in agentic workflows, Freddy AI agents can be deployed in minutes to process refunds, check orders, handle CRM updates, and more—from start to finish.
Freddy AI Agent
Service clarity that drives confident decisions
Freddy AI Insights gives customer service leaders AI-powered visibility into support operations. Proactive Insights highlight performance shifts and their causes before customers feel them. Conversational Insights turns everyday questions into instant, data-driven answers. With Freddy AI, leaders get the intelligence to interpret, understand, and act with confidence.
Freddy AI Insights for CX
Tangible impact, backed by outcomes
Simplify service, empower teams, and drive results with Freddy AI at the heart of customer and employee experiences.
Explore Freddy AIPowerful solutions to unlock efficiency and growth
Easy, enterprise-grade IT for every business
Give teams across your whole organization the ability to deliver exceptional service with an easy to launch, easy to use, and easy to customize platform. Freshservice includes everything you need to automate ticketing, resolve IT incidents, optimize assets, and manage employee services.
Explore plans
Our customers say it best
We wanted to have a single source of truth for all of our inventory assets to be inventoried and also have the transparency and the visibility of everything that's existing in our network... for the purpose of change control. So we can actually see what these business services depend on.
We have had a positive experience using Freshservice for more than a decade. The transition to Business Teams has notably enhanced our ticket management processes, allowing us to tailor settings for each specific business area. Additionally, it has fostered a culture of ownership and autonomy among our teams.
One month we even achieved a 110% recoup rate, meaning that the customer service hub brought in more revenue than it cost.
We don’t need to manually convert email scripts. We can use Freddy AI Copilot to do that, which saves us time.
Tools to uncomplicate
Whether you’re new to Freshworks or already using our products, get valuable insights to help you make the most of your experience.
Freshworks Cost of Complexity Report 2025
The hidden complexity tax on growth, employees, and customer experience—and how to find relief.
Uncomplicating service at scale with agentic AI that's proactive
Latest product updates and features across Freshdesk and Freshservice
The Customer Service Benchmark Report 2025
How do you measure up to your peers? Compare your support metrics with benchmarks from 32,000+ teams, 1.2 billion tickets, and 138 million conversations.
The Freshservice Benchmark Report 2025
Discover KPIs and AI adoption rates reshaping IT service delivery. Compare your metrics with benchmarks from more than 10,000 teams.
Move from complexity to clarity
November 18, 2025 | Refresh Virtual Summit
