Live in 90 days
How deadline pressures helped three companies implement ITSM and scale fast
Laura Rich
• 3 min read
ICYMI: Employees’ AI spending, data failures in AI, AGI “is here,” and ITSM in 90 days
Your curated briefing on the latest news and ideas for AI-powered service operations
The Editors Of The Works
• 2 min read
How IT helps avoid holiday season mishaps
The 2026 shopping season is set against a backdrop of uncertainty, but IT teams in retail have ways to keep things running smoothly
Laura Rich
• 3 min read
September 2026 Freshworks product update
Freddy AI moves deeper into the core of service work
Team Freshworks
• 4 min read
ICYMI: Employees’ AI spending, data failures in AI, AGI “is here,” and ITSM in 90 days
Your curated briefing on the latest news and ideas for AI-powered service operations
The Editors Of The Works
• 2 min read
How IT helps avoid holiday season mishaps
The 2026 shopping season is set against a backdrop of uncertainty, but IT teams in retail have ways to keep things running smoothly
Laura Rich
• 3 min read
September 2026 Freshworks product update
Freddy AI moves deeper into the core of service work
Team Freshworks
• 4 min read
Articles and insights
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Beyond the AI pilot in customer service
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
Kady Srinivasan
• 2 min read
Turning service data into operational intelligence
Service data can tell a lot about how your organization really operates—but only if you know where to look
Dan Tynan
• 3 min read
How does your customer service stack up?
Key takeaways from Freshworks’ 2026 Customer Service Benchmark Report
Sumana Srikanthan
• 2 min read
The upside of AI upskilling
Companies can throw money at AI. But can they make it stick without spending on training?
Howard Rabinowitz
• 3 min read
Inaugural issue: The Works Magazine
The inside stories on how McLaren, New Balance, and others turn service performance into a competitive edge
Team Freshworks
• 12 min read
One front door for Europe’s universities
Across the U.K. and the continent, IT teams are overcoming centuries of institutional autonomy to create a single experience for students and staff
Laura Rich
• 3 min read
The hardest seat at the table
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
Dan Tynan
• 7 min read
The next AI shift in IT isn't speed. It's prevention.
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
Silvina Gils-carbo
• 4 min read