October 2026 Freshworks product update
Freshservice expands ITAM and brings AI closer to action
One of the biggest challenges customers turn to us to solve is how to scale their IT management footprint without losing visibility or control. Their teams are responsible for taking on a growing technology estate while also making fast, business-critical decisions about it. Yet as those environments grow, the full operational picture becomes harder to see. Teams can’t effectively manage what they can’t see.
That is the opportunity guiding our work at Freshworks: bringing together the technology, teams, processes, and data behind service delivery so leaders can see dependencies and make better decisions about how the environment should grow and change. October advances that foundation through Freshservice ITAM. Expanded visibility across the technology estate, anchored in CMDB relationships, helps organizations understand what they own, where it sits, how it is used, and the services it supports. Customers can build this shared context through standalone Freshservice ITAM or combine it with Freshservice ITSM, giving them flexibility as they move toward more connected operations.
A more complete operational picture also gives AI better context to work from. That richer context helps teams identify where AI can improve service delivery and expand its role over time.
A more flexible path to modern ITAM
We recognize that service delivery models are unique to each organization. Many organizations already run an ITSM platform but still need stronger asset visibility and more trusted configuration data. Improving that foundation should not require replacing the service desk that supports the business.
Our new standalone Freshservice ITAM gives teams a dedicated way to manage assets and CMDB alongside their current service desk. It’s a flexible starting point to deliver the core ITAM capabilities they need today, with a seamless path to unify service and asset management via Freshservice later as they mature. For organizations ready for a unified environment, Freshservice ITAM continues to connect asset and dependency context directly to incidents, requests, problems, and changes.
Both paths use the same ITAM foundation, giving customers optionality in where they start without limiting where they can go.
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From asset inventory to infrastructure context
A trusted inventory shows teams not only what technology they have, but also where it resides, how it connects, and how teams use it. That supports better operational decision-making. We’re adding this depth to our ITAM solutions.
Data Center Infrastructure Management brings physical context into Freshservice ITAM. Teams can model data center rooms and racks, place equipment in its correct location, and review available space, power, and connectivity. This provides a clearer basis for planning equipment moves, evaluating capacity, and understanding the wider impact of physical changes as operations evolve.
Resource and Power Utilization connects asset records with historical operating data across servers, storage, power, and environmental conditions. Teams can use those trends to identify underused resources, investigate constraints, and make informed decisions about capacity, workload placement, and infrastructure investment.
Cloud Collector makes it easier to establish visibility across supported AWS, Microsoft Azure, Google Cloud, and Intune resources. Teams can run public cloud discovery without deploying and maintaining customer-hosted collection software for those jobs, reducing the setup and upkeep required to keep cloud asset records current.
Together, these capabilities give asset and infrastructure teams a more useful view of their technology environment. They can connect what they own with where it sits and how it is performing, creating better context for decisions involving cost, capacity, resilience, and service impact.
A clearer path to AI-led service delivery
The same principle applies to AI: Context leads to useful action. For many of our customers, one of the most challenging AI hurdles is simply knowing where to start. When AI can seemingly do it all, identifying the right ROI entry points can be overwhelming.
Our early access Discovery AI Agent drives decisions through existing service data. Customers can activate these AI agents to analyze historical service data and see where AI can deliver the most value and operational support. The AI agents help remove the guesswork and friction from scaling the AI service footprint and reporting on AI’s business impact.
Effective AI experiences depend on strong knowledge, and keeping that knowledge base foundation healthy is ongoing work. The key challenge here is that as sprawl grows and content changes, gaps, duplication, and conflicts become harder for admins to catch before they affect the experience. Better-managed knowledge strengthens the accuracy and usefulness of AI agent responses and Copilot guidance.
Freddy AI Copilot is becoming more contextual and adaptable to each team’s service practices. Its next step is helping teams act on that guidance. Now able to initiate next-best actions, Copilot can recommend resolving steps and activities based on ticket context and user permissions, explain why they fit, and let users initiate supported actions from the ticket. Human review stays built into the experience, and approvals, execution updates, and completed actions remain visible.
Together, these capabilities strengthen Freddy AI’s agentic foundation, helping customers move from identifying where AI can help to putting it into action with stronger context and human oversight.
A broader foundation for IT operations
These product updates expand how organizations can begin with Freshservice and the range of operational work the platform can support. Teams gain stronger context for managing their technology estate and a more deliberate path for putting AI to work across service delivery.
Each step brings Freshservice closer to a connected operating environment where teams can understand what is happening, make better decisions, and move work forward with less friction.
Interested in diving deeper into Freshservice ITAM? Learn more about our updated offerings here.
Certain features and innovations may vary by plan and availability. For timing and additional details, refer to the Freshservice October 2026 release notes.
