Freshworks Logo

Freshworks Logo Dark

Freshworks Logo Light

Used for Trustbar

Freshworks Logo on Dark

Freshworks

consent-checkbox

disclaimer-checkbox

password

email

Freshworks AI

https://www.freshworks.com/platform/ai-capability/

play-square

whats-new

Resolution times are at a six-year high, yet tickets are taking longer to reach a human. Here’s why the gaps happen.

illustration of robot hand and human hand passing a baton

Companies default to “lift and shift” because they fear disruption, but moving old workflows is both a lost opportunity and crippling for the business

office building stock image at night with offices illuminated

Stop reporting tickets and start reporting impact: Gartner® offers strategies to communicate ITSM metrics as outcomes the C-suite cares about

cover image of Gartner 2026 itsm business value report

A conversation with Mark Boulter, McLaren Racing’s director of commercial technology

photo from freshworks and mclaren racing event at mclaren technology centre featuring mark boulter 

New Gartner® report names 7 seven trends and the actions heads of I&O should take over the next 12 months

cover image gartner itsm trends 2026 report

How three companies went from scattered helpdesks to a single portal that HR, finance, and legal want to use

Illustration of enterprise service management

Managing investments is more than money and ROI. Here’s how I work with our CIO.

The qualities that make a company nimble start to disappear right when growth demands them most

How deadline pressures helped three companies implement ITSM and scale fast

The 2026 shopping season is set against a backdrop of uncertainty, but IT teams in retail have ways to keep things running smoothly

Companies can throw money at AI. But can they make it stick without spending on training?

Illustration of a man inside a murmuration

Across the U.K. and the continent, IT teams are overcoming centuries of institutional autonomy to create a single experience for students and staff

Image of college students rushing to classes

U.K. organizations are as sold on AI as anyone else. They're just the slowest to get it fully running, and it's costing them budget and peace of mind.

Illustration of a wall of data in the shape of the British flag

Freshworks VP Jason Aloia on why ITSM's next act is about resolving issues before anyone notices

From the cloud to Covid to AI, IT has absorbed the shock, rewritten the playbook, and quietly taught the rest of the business how to change

Illustration of a worn out chair in a corporate boardroom

As AI adoption becomes commonplace in the workplace, Fortune 100 leaders are expressing concern: Are we de-skilling a generation of workers? Matt Beane is there to hear them out—and provide some fixes.

The inside stories on how McLaren, New Balance, and others turn service performance into a competitive edge

the works magazine performance issue cover illustration 

 For cancer clinics, hospitals, and pharmaceutical companies, service management is part of the care delivery chain

Image of a hospital corridor with doctors

When legacy IT systems work against employees at financial institutions, the consequences reach far beyond the help desk

Illustration of bank teller handing money to customer

Tools alone don’t make for successful service management. Wendy Turner-Williams lays out a people-focused AI transformation plan for leaders.

Mid-market organizations are investing more in AI than ever. Complexity is consuming the returns before they arrive

Cost of Complexity Mid-Market report cover

The secret isn’t in the software, it’s in the way you treat your people

Freshworks Chief People Officer Johanna Jackman on bringing HR onto Freshservice to streamline operations, improve employee experience, and unlock higher-impact work

Fragmented and siloed systems, manual processes, outdated workflows—today’s manufacturers have no time for this

An analysis of IT requests shows the rise of a “ghost shift” as flexible jobs have extended the workday. IT support isn’t keeping up.

illustration employee on computer at home 

The signal from unsanctioned AI use isn’t always a compliance issue; sometimes it’s employees telling you what they need

Don’t ban shadow AI. Bring it into the light.

A conversation between Freshworks CEO Dennis Woodside and Vermeer’s director of IT services

The Modern Tech POV: Vermeer Corporation's Brent Westerkamp

AI has changed what IT does. The job of leading has changed even more

image of workers talking on stairs in an office

New research reveals a striking gap between how much control mid-market IT leaders believe they have over unsanctioned AI, and how much they actually do

IT leaders say they can see ‘shadow AI.’ Their own data says otherwise

HR tech expert Julia Bersin unpacks the skills that managers need today to get the best out of humans and AI

headshot of Julia Bersin, The Josh Bersin Company

Robert Lyons has a message for leaders chasing the AI moment: Slow down, clean up your data, and build from a foundation that can support what you're promising

New studies about AI adoption and employee experience show the ups and downs of change—and why workers feel empowered as long as they have the proper supports

‘The Friction Project’ author Bob Sutton talks about when business leaders need to add ‘good friction’ to critical workflows

A new report points leaders toward prevention and autonomy rather than reactive speed

A conversation between McLaren Racing’s Zak Brown and Freshworks CEO Dennis Woodside

Winning on the grid with the right technology—and the right team

Before you integrate autonomous agents into your workflows, these are the questions you need to answer

Look for organizational gains, automation for the ‘messy middle layers of work,’ more AI agents, and ‘strategic simplicity’

For HR, procurement, and marketing teams drowning in manual processes, automation eliminates the hidden tax of complexity

 Unmanaged complexity is dragging down your business. Reducing friction can help you stay ahead of the pack.

The challenge is cultural, not technical or financial. Three steps can build the organizational trust that makes scaling possible.

Years of building the modern enterprise have left IT buried under its own success. Uncomplicating is the answer.

A new report from Freshworks shows how complicated tech stacks and processes are impeding growth, draining revenue, and making employees miserable.

In a new book, two management gurus lay out a framework for fighting inefficiency, reactivity, and other workplace ills

headshot of authors Donald Keifer and Nelson Repenning

As AI transforms operations, IT leaders face a new challenge: Building teams for a future that's still taking shape

New benchmark data reveals that companies are adopting ITSM principles across the enterprise to deliver faster, smarter service

The latest Freshservice Benchmark Report revealed breakout adoption and use cases for business-oriented service and AI. Freshworks’ Ravi Tharisayi explains why

BCG’s Matt Kropp explains how leaders can overcome employee skepticism with hands-on opportunities, using AI themselves, and reframing its benefits

Headshot of Matt Kropp, Boston Consulting Group

The 2025 Freshservice Benchmark Report provides a roadmap for the future of IT support

cover image of freshservice benchmark report 2025

With AI ascendant, a troubling dilemma has emerged: Employers demand more experience from their new hires while providing fewer opportunities to acquire it. Leading researcher Matt Beane sees how AI can help solve a problem it helped create.

AI is redefining the metrics behind employee experience

Nearly every company has embraced AI in principle, but full adoption still lags. Here’s how to get employees to actually use it.

In an interview, Freshworks’ Sriram Iyer lays out a five-part framework for IT pros leading AI transformation in their organizations

AI agents hold huge promise for government agencies at every level. But there are hurdles to clear before they can revamp citizen services.

3 critical needs for agentic AI in the public sector

Executive insights on the rapidly evolving role of the CIO

Every new addition to the tech stack brings more layers of integration and support that land on IT’s shoulders. It doesn’t have to be this way.

illustration of a hand setting off domino chain reaction

AI developed as a collaborative tool for employees isn’t just a value statement, it’s a winning combination for business

Image depicts two people playing a game of chess 

Strategies for generating value and cutting costs: A conversation with veteran CIO and author Mark Settle

For IT professionals, AI isn’t just another technology shift—it’s a fundamental redefinition of work itself

illustration of org chart with humans and ai agents 

Generative AI can handle new roles and parts of existing ones. But it can’t deliver business results without new forms of collaboration.

illustration of dice with avatars of people and ai 

Headshot of bestselling author Bob Sutton

cover image of "The Friction Project" book 

Illustration of a person walking on a slide card

Two examples of how companies are putting digital dashboards and dataviz to work

Abstract image of an eye with a line graph

Freshworks’ CIO shares his perspective on his ‘always-evolving’ strategic role

The masters of multitasking, IT teams, are taking on a new mission: partnering with HR departments to create AI-powered employee services

 illustration of man in business suit juggling office objects 

Empathy can bridge the gap between technology and people, helping improve experiences for both employees and customers

AI is forcing a rewrite of the CIO’s mandate—demanding clarity, empathy, and strategic creativity. Learn what it takes to lead and succeed in our new guide.

illustration of business guide about the ai-empowered cio

Workplace AI expert and author Matt Beane explains what interactional expertise is and why your career may depend on it

Headshot of researcher and author Matt Beane

Illustration of a dartboard with darts in notes that read "budget analysis," "test cases," and "code generation"

One of the leading minds in workplace tech sees a bright future for next-generation AI agents—and employees who work closely with them

Illustration of a female holding a computer with a cape superimposed in shadow form 

Apps that require less effort to build don’t necessarily translate to apps that deliver results 

Freshworks CIO Ashwin Ballal on how AI agents can uncomplicate IT processes

When it comes to using AI on the job, IT teams are leading by example

Workers’ enthusiasm for AI can help win over cautious consumers, says Qualtrics’ top workplace psychologist

Benjamin Granger Qualtrics workplace psychologist 

illustration of business people with different devices

Stanford University professor and hybrid work researcher Nicholas Bloom

illustration depicting human heads in profile with iconography 

Bestselling author and enterprise tech researcher Tom Davenport on how to (quickly) build an AI practice that can win

Freshworks CIO Ashwin Ballal on how to make smart bets on AI that pay off

illustration of ashwin ballal column on forbes tech council 

Freshworks CIO Prasad Ramakrishnan on how a watchful eye on a company’s tech stack and apps can keep IT infrastructure in safe hands

A new whitepaper series details how Freshworks employees serve as ‘customer zero’

A new Harvard Business Review Analytic Services report explores how strategic ITSM improves customer and employee experiences

An illustration of a report download webpage

Our latest State of Workplace Technology report reveals how AI tools are providing relief to IT teams overwhelmed with more—and more complex—software

Freshworks benchmark report: How generative AI is redefining ITSM

gateway

Uncomplicate the employee experience with smart tools | The Works by Freshworks

tl-chatbot-economy-1200X627

Discover how organizations are improving productivity, engagement, and workplace culture through simplified processes and AI-driven support.

Employee experience

Is AI slowing down the human handoff?

If you think migrating ITSM is a slog, you’re doing something wrong

Your ITSM dashboard is only telling half the story

Inside McLaren’s race-ready IT operating model

AI has changed ITSM. Here’s what Gartner says to act on first.

IT built a front door. Now everyone wants in.