AI-powered upgrades that uncomplicate employee experience
New AI-powered enhancements to Freshservice will make it easier for IT and employee service leaders to deliver exceptional employee services
As if today’s overextended IT teams don’t have enough on their plate, they are also the key drivers of workplace AI adoption and are now embracing an even bigger mission: serving as the architects and managers of digital employee experience.
That’s why Freshworks is introducing new capabilities and AI-powered enhancements to Freshservice—a unified IT management platform for managing the services, assets, and operations of your entire IT estate.
These enhancements focus on three critical areas: empowering employees to find answers faster; enabling IT leaders to make informed decisions based on clear insights; and improving service delivery.
The best part of these advances: They’re not complex. Leaders can be up and running in days to deliver real ROI with the team they have today.
Make informed IT decisions, faster
IT leaders need to stay on top of what’s happening across their IT service footprint. But most don’t have the time or resources to sift through dashboards or build custom reports every week. Meanwhile, frontline managers are often stuck reacting to problems after they’ve already impacted SLAs or team performance.
We built Freddy AI Insights to fill that gap. It gives leaders and operators a running picture of how their service desk is performing. It’s designed for lean teams that want more signal and less noise and for decision-makers who need trusted data to plan ahead. Freddy AI Insights reduces cumbersome report management and provides easy access to timely, relevant insights through a conversational interface—for better decisions, business agility, and sustained growth.
Freddy AI Insights for Freshservice
What it is: Freddy AI Insights for Freshservice makes complex IT analysis easier by continuously scanning service desk activity to detect anomalies, flag trends, and identify root causes through visual maps. Teams can act quickly with clear, explainable data without SQL queries or dashboards.
Freddy AI Insights for Freshservice: Key features
Proactive insights: Get notified when ticket volume spikes, SLAs slip, or agent workloads become unbalanced, before they turn into service disruptions.
Root cause analysis: Dive deeper into unusual activity. Understand what changed, why it happened, and what needs attention, whether it's a process gap, workflow issue, or external dependency.
Strategic weekly/monthly insights for leadership: Receive tailored summaries on a weekly or monthly cadence, designed for planning workforce allocation, process automation, and service improvement.
Availability: June 11
Additional resources:
Learn more: Freddy AI Insights
Support article with more details
Video: Freddy AI Insights
Enhance knowledge discovery for employee service
Since the launch of Freddy AI Agent for Freshservice in late 2024, we have seen thousands of organizations transform their approach to employee self-service, with AI agents driving as much as 50% resolution rates in some cases. But the success of these AI agents relies on their ability to be grounded in your organizational knowledge.
Even with a well-maintained knowledge base, employees don’t always find what they’re looking for. That’s because key information often lives in different systems. As a result, employees file tickets for questions they could have answered themselves, and IT agents lose time repeating the same information.
We built unified search so Freddy AI Agent could learn from the broader support content ecosystem within your organization and not just what’s in Freshservice Knowledge Bases.
Freddy AI Agent for Unified Search
What it is: Freddy AI Agents can now deliver even more accurate and speedy employee service by intelligently searching enterprise platforms for the latest documentation while reducing the burden on live service agents.
With unified search, Freddy AI Agent delivers:
Higher resolution rates with accurate, conversational responses
Improved agent productivity with less service desk friction
Greater employee satisfaction by giving employees instant responses in the flow of work
Key features:
Integrations: Seamless integrations with Microsoft SharePoint (available now); Google Drive and Confluence (coming soon) for unified search.
Availability on collaboration tools: Native integrations with Slack and Microsoft Teams for delivering support directly through the flow-of-work tools employees already use most.
Language support: More than 40 languages for inclusive, personalized assistance across global teams.
Security: Robust security that helps prevent data sharing between accounts.
Availability: Freddy AI Agent is now generally available with Microsoft SharePoint integration in public beta on June 11.
Additional resources:
A force multiplier for IT service agents
Since its launch in 2023, Freddy AI Copilot for Freshservice has been a trusted assistant for IT service teams by making everyday support tasks smoother and more efficient by writing clear, well-toned replies, connecting related issues, and automatically generating helpful documentation.
Today, we are announcing Freddy AI Copilot with a powerful new capability: Intelligent Related Changes, which reviews recent system changes during incidents and outages and highlights the most likely root cause directly in Freshservice.
Freddy AI Copilot for EX: Intelligent Related Changes
What it is: When incidents are reported during system outages or performance issues, agents are under pressure to respond quickly. But identifying the root cause often takes hours. The team has to check logs, scan change histories, and ask around to piece together what happened. For junior agents or understaffed teams, it’s even harder. With Intelligent Related Changes, agents get the AI-powered tools to diagnose incident root causes and move with speed and clarity.
Availability: Public beta on June 11, general availability mid-July
Additional resources:
Employee transitions and cross-functional workflows, without the friction
Too many midsize companies still rely on spreadsheets, emails, and checklists to handle some of the core workflows within HR, facilities, finance, and other business functions. That leads to gaps, delays, and inconsistent experiences. Journeys in Freshservice fixes this problem.
Journeys in Freshservice
What it is: Internal workflow builder that helps IT, HR, and other teams design and manage employee lifecycle events and cross-functional workflows like onboarding, transfers, promotions, and offboarding.
Journeys in Freshservice: Key features
Visual journey designer: Build powerful employee transition workflows with logic, triggers, and conditions tailored to employee types, roles, or regions.
Cross-team task coordination: Assign tickets and tasks to multiple departments and track completion across HR, IT, facilities, and more.
Automatic follow-ups and updates: Keep stakeholders aligned with automated reminders and clear status visibility at every step.
AI-powered efficiency: Journeys connects tightly with the rest of Freshservice, so Freddy AI capabilities make downstream task resolution more efficient.
Availability: New signups on June 30
Additional resources:
A purpose-built service desk for small MSPs
Smaller MSPs manage dozens of clients, but the tools they use weren’t built for that complexity. As a result, MSPs often piece together multiple platforms for tickets and client SLAs, all while trying to deliver fast, consistent service. The result? Support inefficiencies and overhead that limits growth. We wanted to remove that complexity, so we built Freshservice for MSPs from the ground up, allowing MSPs to manage all clients in one place.
Freshservice for MSPs
What it is: A purpose-built service desk suite designed for small MSPs that need to manage multiple clients and service teams efficiently without switching between disconnected tools.
Freshservice for MSPs: Key features
Centralized multi-client view: Manage client environments, tickets, SLAs, and workflows in one place, while maintaining configuration flexibility per client.
Automation-first design: Set up scalable workflows that run across client accounts, reducing manual work and human error.
Built-in performance analytics: Understand technician productivity, service quality, and client satisfaction through accessible dashboards and reports.
Availability: June 11
Additional resources:
Learn more about Freshservice for MSPs
Bringing order to chaotic handoffs with Freshservice for MSPs
Learn more about the Freshworks 2025 launch here.
