Uncomplicating employee experience beyond IT

Enterprises today are reimagining how work happens, architecting digital workplaces that are intelligent, connected, and frictionless. The focus has shifted from managing systems to designing experiences that empower employees and accelerate business outcomes. HR, finance, facilities, legal, operations, and IT teams are uniting behind this mission. 

They are embracing AI as an ally to anticipate needs, cut down busywork, and automate repetitive tasks, shaping moments that define every employee’s day, from onboarding and access requests to payroll questions and policy changes.

This is no longer a back-office transformation; it’s a core business strategy. With the launch of Freshservice for Business Teams as a standalone product, every department can design seamless, AI-powered service experiences that keep the enterprise moving forward.

What enterprise service management (ESM) really means

Service management isn’t just for IT. Every department—HR, finance, legal, facilities, operations—delivers services that employees rely on daily. Enterprise service management (ESM) consolidates these functions onto a single, unified platform, enabling employees across those departments to automate requests, share data, and deliver consistent, compliant service experiences.

Freshworks began this journey three years ago by extending Freshservice beyond IT to serve business teams. Since then, adoption has surged: Nearly 1 in 4 Freshservice ITSM customers now use Freshservice for Business Teams for business functions, and non-IT usage has grown 150% year-over-year.

Bringing direct access to AI-native ESM to every team

Every request starts with a person: a new hire waiting for access, a manager chasing an approval, or a team member seeking clarity to move work forward. Yet for many departments, these everyday moments that are so crucial to work moving smoothly remain buried in email chains, spreadsheets, and manual follow-ups.

With Freshservice for Business Teams now available as a standalone product, the teams that are closest to employees can modernize their service delivery and run their own AI-powered service operations without relying on IT ownership. They get the autonomy and agility to move fast while staying within enterprise-grade security and compliance guardrails.

Here is what makes Freshservice for Business Teams different:

From inbox chaos to structured service delivery

With every request tracked in one place with centralized case management, teams gain visibility, resolve issues faster, and employees always know where things stand.

From manual tasks to AI-assisted efficiency

Freddy AI Copilot helps agents summarize tickets, draft responses, and automate repetitive work, improving accuracy and freeing time for strategic priorities.

From reactive to proactive operations

With service catalogs and automated workflows, replace ad-hoc requests with clear, consistent service experiences. Employees know what to expect, and your team can deliver predictable outcomes.

From dependency to autonomy with governance

Give HR, finance, facilities, and every other department the autonomy to manage their own operations securely through Workspaces—all while staying fully compliant.

From disconnected tools to connected ecosystems

Bring teams and tools together. Seamless integrations with Workday, ADP, DocuSign, BambooHR, Microsoft Teams, and Slack ensure that work moves faster across the organization. 

Making key employee moments seamless

Some of the most significant experiences in an employee’s journey, such as onboarding, promotions, or offboarding, involve multiple teams. Without structure, these handoffs can lead to missed steps, delays, or compliance risks.

With Journeys in Freshservice, business teams can seamlessly orchestrate cross-functional workflows across HR, IT, facilities, and operations, without needing to build them from scratch.

Organizations like Databricks, RingCentral, and Qualfon are already using Freshservice for Business Teams to unify employee support and reduce friction across their operations.

“Expanding from ITSM to ESM with Freshservice was a strategic move that transformed support,” said Pradeep Singh, former VP of Infrastructure and Operations at Databricks. “Consolidating from 10 different platforms down to one intuitive system improved employee experience and saved us a significant amount of money.”

ESM: A shared movement across the modern enterprise

This launch marks a new chapter in how enterprises design the employee experience, reflecting a simple truth: Every team deserves AI-powered software to deliver great service.

This is now a shared enterprise priority, with every function that touches the workforce designing its own service delivery to bring the same speed, consistency, and intelligence that employees have come to expect in their digital lives everywhere.

Learn more

See how HR, finance, facilities, legal, and operations teams are using Freshservice for Business Teams to simplify service delivery and improve employee experience. Learn more about Freshservice for Business Teams.