The uncomplicated upgrade: A fresh, AI-native user experience
Introducing Dew, our new design system for Freshservice and Freshdesk
At Freshworks, simplicity isn’t just a design choice; it’s our DNA. As service software evolves, leaders expect tools that are powerful yet intuitive, sophisticated yet uncomplicated. And just as importantly, they want a faster time to value. Training is becoming increasingly expensive, and attrition remains a long-standing issue. Service leaders need software that just works.
Enter Dew: our new, unified design system reimagining how you experience Freshservice and Freshdesk. It’s modern, AI-native, and purpose-built for clarity, focus, and effortless adoption.
Inspired by the Freshworks dew drop, Dew symbolizes the powerful, uncomplicated experiences driven by our multi-product portfolio. Launching December 1 for Freshservice and Freshdesk, Dew represents more than a visual refresh; it’s a shift in how design, intelligence, and simplicity come together to uncomplicate every interaction.
Designed for focus, built for efficiency
Think of Dew as a deep breath for your workday. Every color, typeface, and interaction has been refined to reduce visual noise and help you focus on what matters most: serving customers and teams. The new Dew theme introduces a calm, balanced palette inspired by our identity. Typography and spacing bring breathing room, while streamlined navigation helps you find what you need faster.
It’s still Freshservice and Freshdesk, just sharper, smarter, and more focused. Designed for function first, Dew simplifies setup, shortens onboarding, and makes adoption effortless. Less friction, more flow.
The transformation is immediate and visible. With Dew, you'll see a clean, modern aesthetic that instantly elevates the
Before & after: Witness the evolution firsthand. The moment Dew is activated, your Freshworks experience gains a striking clarity and consistency that makes every interaction more intuitive, as seen in this example of the ticket details page user journey:
Refined look and layout: The new Dew theme introduces a calm, balanced palette, refined typography, and streamlined navigation. It’s still Freshservice and Freshdesk, just sharper, smarter, and more focused.
Elevated portal branding: This launch includes a significant upgrade to portal branding and customization. The new theming system brings personalization to life, offering light, dark, and custom themes that allow you to effortlessly configure your portal’s look to perfectly align with your organization’s brand settings.
Before Dew (left) and after Dew (right) show the refined clarity and modernized interface.
Freddy AI: Powering AI-native experiences
Dew isn’t just AI-ready, it’s AI-native. Intelligence is woven into every interaction, quietly enhancing productivity without getting in the way.
At the center of this is Freddy AI, now refreshed to match Dew’s modern sophistication. Freddy’s clean, approachable new look builds trust and recognition, while its deeper integration across the Freshworks suite makes every workflow smarter.
From agents resolving tickets faster and leaders uncovering insights sooner to admins automating workflows with the AI Agent Studio, Freddy’s trifecta of Insights, AI Agents, and Copilot work in harmony to make teams and our customers more productive.
This isn’t about adding AI buttons or chatbots; it’s about making intelligence feel natural and reliable, enabling humans and AI to work in sync.
Accessibility and inclusivity at the core
Modern design must work for everyone, and with Dew, accessibility is a foundational principle.
Dew aligns with WCAG 2.2 AA standards, ensuring contrast clarity, legible typography, and full keyboard navigation. The palette strikes a balance between inclusivity and brand expression.
From Freddy’s friendly tone to system notifications, every element is designed to be understandable, approachable, and human. This ensures clarity and comfort for all users, regardless of their role.
The roadmap to transformation
The Dew launch marks the essential first phase of a larger journey:
Phase 1 (2025): The new AI-native theme, unified look and feel, and enhanced portal branding arrive simultaneously on December 1 for Freshdesk and Freshservice.
Phase 2 (2026): Think “home renovation.” We’ll redesign high-traffic areas, expand inclusive components, and extend Dew across every Freshworks product for deeper consistency and adoption.
Our goal: One unified, accessible, intelligent Freshworks experience that helps every team move faster and focus better.
The uncomplicated movement, realized
Dew embodies our Uncomplicated ethos, bringing clarity, focus, and design craft to every interaction. In today’s crowded B2B SaaS landscape, differentiation isn’t about more features, it’s about delivering experiences that feel effortless and human. It’s where design and AI amplify human productivity together.
That’s the promise of Dew and Freddy AI: Software that looks great, feels natural, and helps people and AI work in perfect harmony.
It’s a new day for Freshworks—unified, modern, and unmistakably uncomplicated.
