Uncomplicating service at scale with agentic AI that's proactive, not reactive
See the latest product updates and features for Freshservice and Freshdesk
IT and CX leaders face persistent challenges: pressure to pilot and implement AI, scale with time, and measure impact in a meaningful way. Traditional service software forces teams into reactive mode—waiting for something to break, then scrambling to fix it.
At Freshworks, our vision is to build AI-native service software designed to tackle these problems head-on by uncomplicating employee and customer experiences. Earlier this year, we launched an agentic AI platform and dozens of innovations for Freshservice (EX) and Freshdesk (CX) that drive efficiency, productivity, and business impact for service leaders. Now, we are taking that innovation momentum further with product updates that help teams work even smarter, move faster, and see results quickly.
These updates deepen capabilities across both Freshservice and Freshdesk. They help organizations work smarter, move faster, and scale effortlessly by reducing time-to-resolution, increasing deflection rates, and driving efficient operations. This is what it means to move from complexity to clarity—and uncomplicate service at scale.
AI that drives proactive Freshservice operations
Imagine IT service where most issues never become tickets. Where employees get answers instantly without leaving their workflow, and problems are detected and resolved before employees even notice them. Updates to Freshservice make that reality possible, transforming IT from a reactive help desk into a proactive service engine that anticipates needs, automates resolutions, and scales effortlessly.
Freddy AI Agent enhancements
Freddy AI Agent for Freshservice now meets employees where they work and understands how they communicate, eliminating friction and driving self-service without creating tickets.
Key features include:
Microsoft 365 Copilot integration: Get answers and complete service requests directly in Microsoft 365 apps such as Teams, Excel, and Outlook
Unified Search with Google Drive: Unified search across enterprise knowledge sources beyond formal knowledge bases
Image Support (Multi-modal): Understands screenshots and photos of error messages or broken equipment; analyzes images from solution articles
End User (Service) Portal Availability: Embedded AI assistance in the company service portal
Why it matters: Critical knowledge lives scattered across Google Drive, SharePoint, Confluence, and other systems, forcing employees to hunt across multiple places or create tickets. These enhancements deliver comprehensive search coverage, seamless adoption by embedding AI in employees' flow of work, and dramatically reduced ticket volumes through unified search.
Availability: All features GA in November 2025 (Freshservice Enterprise plan)
Additional resources:
Freddy AI Copilot for Freshservice enhancements
AI that keeps knowledge bases current by identifying content gaps before they become support escalations.
Key features:
Knowledge Content Recommendations: Flags trending ticket topics automatically; suggests owners to refresh or create new knowledge base articles; proactively identifies content gaps based on real ticket patterns
Why it matters: Stale knowledge bases that aren't grounded in real service trends erode trust in self-service, while agents repeatedly handle the same questions. That, in turn, drives up volume and overhead. Freddy AI Copilot for Freshservice now comes with Knowledge Content Recommendations, upleveling an organization’s self-service capabilities. By spotting and closing the gaps in content that employees actually need, companies can offer better resources that can be accessed directly by employees and AI tools. Automated, data-driven recommendations keep content fresh, increase deflection rates, reduce repeat tickets, and measurably lower support costs.
Availability: Available now as part of public Early Adopter Program; GA by Dec. 1, 2025
Additional resources:
Freddy AI Insights enhancements
Have a question about performance? These new enhancements allow Freshservice users to type a plain-English prompt, and Freddy AI instantly generates the right charts. Ask follow-ups to drill deeper, then add any chart to Freshservice Analytics with a single click to build dashboards in minutes.
Key features:
Conversational Insights: Ask Freddy AI plain-English questions and get instant visual answers about service trends
Customized Insights: Tailored analytics reduce blind spots and help catch relevant issues early to avoid escalations
Why it matters: Support leaders often lack early warning systems and discover problems only after escalation, while traditional analytics report what happened but not why, and building reports requires technical expertise that creates bottlenecks. Conversational Insights eliminates BI tool dependency by letting leaders ask questions in plain English and get instant visual answers seamlessly, while Customized Insights cuts noise by surfacing metrics that align with each team's specific workflows and priorities—enabling leaders to spot issues early, understand root causes faster, and act decisively to protect operational performance.
These capabilities build upon the launch of Freddy AI Insights that helps leaders dig into the most important trends affecting their service footprint and uncover the root cause of issues before they become major incidents.
Availability: Customized Insights (available now); Conversational Insights (early access by Dec. 1, 2025); available in Freshservice Enterprise Plan as part of Freddy AI Insights
Additional resources:
Learn more about Conversational Insights
Learn more about Customized Insights
Freshservice for Business Teams enhancements
Leaders across the organization have been using Freshservice for Business Teams to deliver enterprise-grade service management beyond IT. New enhancements give them even more agency to start and run their own service delivery practice.
Key features:
Standalone offering for non-IT teams (HR, facilities, legal, etc.)
Unified, AI-powered service management without requiring full ITSM adoption
Agile, purpose-built for every line of business
Why it matters: Most non-IT teams rely on email, spreadsheets, and generic tools that create fragmented service delivery, lack of visibility, and dependency on IT for modernization. Freshservice for Business Teams delivers independence and agility, enabling HR, finance, and other departments to launch service portals, automate workflows, and manage operations without IT intervention.
Availability: GA on Nov. 19, 2025
Additional resources:
Proactive service operations from Freshservice
Service has historically been reactive—no action until a ticket comes in, and a chain of reactions follows. New features in Freshservice proactively detect and help resolve issues that reduce top-of-funnel tickets, and with continuously learning AI routing that assigns requests to the right agents.
Key features:
Intelligent Routing: Auto-assign work to the right agents and prevent SLA breaches with load-based balancing, availability-aware assignment, plus skills matching powered by Freddy AI. Learn more.
DEX Proactive Prevention: Digital Employee Experience monitoring (DEX), powered by Riverbed Aternity, identifies endpoint issues and guides remediations that enable agents to proactively act before employees are affected.
Why it matters: By preventing issues before they surface and rapidly routing tickets to the right experts, IT teams can work more efficiently and keep employees productive. Together, smarter IT automations improve reliability and enhance the digital employee experience.
Availability: Skills matching feature available as part of public Early Adopter Program January 2026; all features GA on Nov 13, 2025
Additional resources:
Smarter, AI-powered customer service at scale across Freshdesk
Customer experience teams are constantly pressured to deliver fast, personalized service at scale while managing growing complexity behind the scenes. These new innovations in Freshdesk and Freddy AI help teams work smarter, anticipate customer needs, and resolve issues before they even surface. The result: Every interaction becomes more efficient, more predictive, and more human.
Freshdesk Command Center
Most “omnichannel” platforms still fragment the agent and admin experience. Freshdesk Command Center unifies, bringing every channel together in one intelligent workspace. Agents get complete context across conversations, instant AI assistance, and the clarity to serve customers faster and more personally than ever. And admins have full control over workflows, with flexible options to configure routing and SLAs.
Key features:
Unified conversations (email, chat, social, WhatsApp) in one connected workspace
Full customer context and AI-powered assistance regardless of channel
Flexible configurations for routing, SLAs, and workflows for each channel, from a single admin workspace
Freddy AI suggests responses, automates tasks, and surfaces insights—all without agents having to switch context.
Why it matters: When agents juggle multiple tabs or work in channel-specific silos, productivity suffers—slowing resolution times and driving up costs—while scattered customer information creates incomplete responses and frustrated customers. Freshdesk Command Center eliminates operational silos by enabling teams to handle every interaction from one place with full context, accelerates resolution through immediate access to collaboration tools, and embeds Freddy AI throughout to suggest responses, automate tasks, and surface insights without context switching. The result? Faster resolutions, empowered agents, and truly unified omnichannel service.
Availability: GA on Dec. 1, 2025
Additional resources:
Freddy AI Agent Studio enhancements
Build, test, deploy, and monitor AI agents in Freshdesk to provide autonomous service—at scale—fast.
Key features:
Vertical AI Agents: Industry-ready AI agents for e-commerce, fintech, travel, and logistics, optimized with domain-specific workflows and integrations, enabling faster time-to-value with minimal customization.
Agentic Workflows: A library of 50+ agentic workflows with pre-built integrations for leading apps like Shopify, Stripe, Sabre, Workday, Okta, HubSpot, and more.
Agentic Workflow Builder: A visual, no-code agentic workflow builder to design and customize workflows effortlessly that fit your unique service needs.
Why it matters: Support teams overwhelmed by repetitive queries face backlogs and burnout, while building AI workflows typically requires technical expertise and lengthy implementation that delays value. Vertical AI Agents deliver scalable, always-on support tailored to every industry. They don’t just answer questions, they also resolve requests end-to-end, freeing up human teams for more complex work. A no-code builder and 50+ prebuilt Agentic Workflows in Freddy AI Agent Studio enable the deployment of intelligent, multilingual, and context-aware AI Agents in minutes instead of weeks.
Availability: All features GA on Nov. 13, 2025
Additional resources:
Freddy AI Insights for CX
AI-powered visibility that helps leaders spot issues early, understand root causes, and act quickly.
Key features:
Proactive Insights: Automatically tracks key support metrics and flags anomalies before they affect revenue.
Root Cause Analysis: AI-generated analysis of why issues are happening and what to do about them.
Conversational Insights: Ask questions in natural language and instantly get visual performance insights without BI tools.
Why it matters: Customer expectations are high, and waiting for postmortems isn’t an option. Proactive insights with root cause analysis provides visibility into performance and service health, enabling faster decisions and continuous improvement. That helps CX leaders stay ahead of issues, reduce churn, and elevate customer loyalty. Conversational Insights provides instant clarity into support operations through intuitive, chat-based visualizations. Leaders no longer need to sift through complex data or rely on analysts. Instead, they can just ask simple questions in a chat interface to get the answers they need.
Availability: Proactive Insights (GA on Dec. 1, 2025); Root Cause Analysis (GA on Dec 1, 2025); Conversational Insights (Early Adopter Program on Dec. 1, 2025)
Additional resources:
Freddy AI Copilot for CX enhancements
Freddy AI Copilot brings real-time intelligence in every agent-customer interaction. With powerful capabilities in summarization, translation, writing, and resolution assistance, it empowers agents to work smarter and resolve issues faster.
Key features:
Similar Ticket Suggester: Finds and recommends previous resolutions that match the issue at hand
Why it matters: Repetition slows down service and frustrates agents. By instantly connecting them to relevant past cases, Freddy AI Copilot reduces redundant effort, shortens resolution times, and improves consistency across customer interactions.
Availability: GA on Oct. 31, 2025
Additional resources: