Driving AI momentum for uncomplicated IT
Freshworks recognized in the 2025 Gartner® Magic Quadrant™ for AI Applications in ITSM™
At Freshworks, we’ve built trust with customers by delivering enterprise software that works without the weight of complexity. Which is why Freshservice with Freddy AI is designed to be uncomplicated—quick to roll out, simple to adopt, and ready to deliver value in weeks, not months.
This matters even more in a market where many leaders still require standalone AI bolt-ons to deliver the same capabilities or demand heavy customization, training, and lengthy build cycles that stretch deployment into weeks and months, which adds cost, slows time-to-value, and creates unnecessary overhead.
With AI that’s native and purpose-built, IT teams get everything they need from Day 1:
Freddy AI Agent for autonomous resolutions
Freddy AI Copilot for contextual, in-the-moment assistance
Freddy AI Insights for proactive insights
This vision now carries an added recognition: Freshworks has been included in the 2025 Gartner® Magic Quadrant™ for AI Applications in IT Service Management (ITSM). While this year’s evaluation reflects capabilities only up until May, we believe our pace of innovation with Freddy AI has continued well beyond it. In June, we launched major new capabilities, taking Freddy AI Agent and Freddy AI Insights to general availability, further strengthening our platform and completing the connected intelligence loop of AI solutions for employees, service staff, and leaders alike.
In our opinion, it validates our uncompromising stance that enterprise AI should be accessible, uncomplicated, and built for the future of service operations.
A year of progress—and a powerful AI momentum already in motion
Being recognized in the Gartner Magic Quadrant is a great recognition for us, but our AI innovation story is still unfolding. The bigger picture is this: We believe Freshworks is already delivering one of the most complete and fast-moving AI portfolios in ITSM.
Moving faster than the market
This year, Freshworks has been making rapid strides in bringing more AI-powered capabilities to IT service management.
These launches, along with more enhancements, came right after the evaluation window for this year’s Magic Quadrant. They reflect the pace at which we’re innovating and why we believe our position in the quadrant will only strengthen over time.
This June, we introduced:
Freddy AI Insights to enable anomaly detection, clustering, and predictive trends that help leaders take proactive action.
Freddy AI Agent’s Unified Search enables employees to quickly find answers and actions across knowledge sources like SharePoint.
Freddy AI Copilot’s Intelligent Related Changes enable service staff to resolve issues faster with the right understanding of the root cause through guided analysis of changes causing incidents.
And this momentum is only accelerating. With our fall launch in November, we’ll unveil even more ways AI can simplify, connect, and elevate service operations.
Leading on use case coverage
When it comes to AI in ITSM, Gartner also has a report discussing the critical use cases in the AI Use-Case Assessment for IT Service Desk where AI is expected to create real business value.
We feel this lens matters because it shifts the focus from strategic positioning in a quadrant to practical proof of whether a vendor’s AI solves the day-to-day problems IT operations actually face.
When it comes to coverage of the use cases identified by Gartner, we believe Freshworks fares exceptionally well. With Freddy AI, we cover a large spectrum of these use cases: natively, out-of-the-box, and without bolt-ons.
Here’s how, in our opinion, Freddy AI delivers across the landscape Gartner defines:
1. Virtual Support Agent to resolve employee issues instantly, with Freddy AI Agent.
2. Public Knowledge Discovery Freddy AI Agent taps into the Freshservice knowledge base and connects sources like SharePoint to respond to employee queries with context and accuracy.
3. Knowledge Generation With Help Article Generator powered by Freddy AI Copilot, IT teams can quickly create new knowledge articles from ticket context and public sources. This accelerates content creation and strengthens self-service accuracy.
4. Case Summarization & Reporting Capabilities like Ticket Summary Generator, Post-Incident Report Generation, and Resolution Notes Generator automate summarization and documentation of critical context. Agents save hours of manual effort, while managers gain clear, consistent reporting.
5. Intelligent Categorization Using Field Suggester, Freddy AI ensures tickets are tagged with the right values for fields like priority, urgency, and impact. This reduces manual effort and improves the accuracy of categorization.
6. Intelligent Routing Coming soon: Intelligent Agent Routing will automatically assign issues to the best-suited agent based on workload, skills, and availability.
7. Intelligent Triage By analyzing ticket context, Freddy AI’s Field Suggester recommends accurate values for categories, priority, urgency, and impact. This helps teams focus on the most critical issues and offload repetitive triage tasks to AI.
8. Automatic Communications Freddy AI boosts response speed and quality with:
Reply Suggester: Generates ready-to-go responses from existing service desk context.
Translator: Enables instant multilingual ticket handling.
Writing Assistant: Refines responses for tone and clarity.
9. Operations Assistant Freddy AI brings together two complementary layers of intelligence:
Freddy AI Insights: Predictive visibility with anomaly detection, clustering, and trend analysis, helping leaders act before problems escalate.
Freddy AI Copilot: Contextual support for service staff with summarization, recommendations, and assistance to reduce cognitive load and accelerate resolution.
10. Intelligent Risk Advisory Intelligent Related Changes links incidents with recent changes such as system updates or configuration modifications. This gives frontline agents the right context to resolve issues faster, by pinpointing changes that may have triggered the incident.
11. Process Optimization Freddy AI helps IT leaders drive continuous improvement with:
Proactive Insights: Real-time anomaly and trend detection to act early.
Root Cause Analysis: Visual maps that trace process inefficiencies back to their true drivers.
With Freddy AI, Freshworks customers aren’t buying potential—they’re buying proven value. This mapping makes it clear: Freddy AI isn’t merely theoretical; it’s solving problems that matter the most for IT and service teams today.
Customers see strong results with Freddy AI
The power of Freddy AI is not just in vision—it’s in outcomes. According to the Freshworks Benchmark Report 2025:
Organizations using Freddy AI Copilot saw a 76.6% faster resolution time and 41.1% faster response times.
Freddy AI Agent deflected up to 65.7% of tickets, handling nearly two-thirds of queries instantly without human intervention. It saved more than 431,000 hours of agent time—the equivalent of 49 years of work.
Connected intelligence: Our vision for AI-driven proactive service management
What truly sets Freddy AI apart is our vision for Connected Intelligence. Rather than treating AI as isolated features, we’ve built an ecosystem where employees, service staff, and leaders can all share context across workflows through AI Agents, intelligent insights, and assistance in the flow of work.
Enterprises today aren’t just looking for faster resolutions—they’re preparing for a new paradigm of service operations, one that is proactive, intelligent, and seamlessly connected across the business. As Julie Mohr, principal analyst at Forrester, notes, “The key lies in building smarter systems, empowering people, and leveraging technology not to replace the human element, but to give our best talent a new superpower.”
This is exactly the future Freshworks is helping organizations prepare for. With Freddy AI woven natively into Freshservice as a layer of connected intelligence, IT leaders can move beyond reactive processes to anticipate issues, prevent disruptions, and deliver experiences that are intuitive, intelligent, and future-ready. By breaking silos across people, processes, and data, Freshservice transforms IT from reactive firefighting into proactive, connected service operations.
We feel our inclusion in the Gartner Magic Quadrant is more than a recognition—it’s a marker of momentum. We’re committed to helping enterprises simplify the present and future-proof their service operations for the age of proactive intelligence—and the pace of AI innovation from here will only get stronger.
