Product Launch | May 2026
Service transformation, made real
Move beyond AI experimentation to enterprise impact with an expanded agentic platform that enables you to deploy and manage AI confidently across IT, HR, and customer experiences.FREDDY AI AGENT STUDIO FOR FRESHSERVICE
Build your AI workforce for service operations
Deploy AI agents grounded in your service context to take action, resolve work end-to-end, and operate within guardrails you control.Launch pre-built IT and HR agents with domain-specific agentic workflows to handle password resets, provisioning, onboarding, and more. Scale fast with out-of-the-box expertise or customize in our no-code studio.
Act with precision across your ecosystem. Grounded in your company knowledge and extended across 30+ integrations, agents navigate your service stack to drive faster, higher-quality resolutions that go beyond basic chat.
Govern with confidence. Define how agents operate through governed workflows and precise guardrails. With built-in access controls and full auditability, your agents act autonomously within the secure boundaries you define.
Use built-in analytics and feedback loops to sharpen agent precision. By identifying knowledge gaps and refining workflows, you drive a cycle of continuous improvement for more effective resolutions.
Freshservice
The new essentials for modern IT service operations
Freshservice brings service intelligence directly into ChatGPT, Claude, Gemini, or any enterprise AI* tools your teams use. Give every AI agent live access to tickets, assets, configurations, and knowledge. For developers, the Freddy Developer Copilot and open-source agent skills work together inside your existing IDE, taking you from idea to compliant, marketplace-ready app without switching context.
Explore MCP Gateway
*
Requires active subscriptions or accounts with the respective third party providers.
Go beyond SLA compliance with XLAs, a new standard to measure service. With a single score that captures diverse experience metrics like reliability, quality, and effort, leaders can pinpoint what's shaping employee experience and how service drives business impact.
Freshservice’s all-new ITAM brings your infrastructure into a single, current view—across cloud, on-prem, and hybrid environments. Service teams and AI get the right context within their workflows to understand impact faster and resolve issues accurately.
Steer, scale, and safeguard AI-powered service
Start by embedding AI where work happens. Then scale with connected systems that proactively remediate issues and minimize risk.Copilot Resolution Insights
Copilot Resolution Insights
AI Copilot for service teams that think ahead, not just alongside. Fixes, responses, and next steps surfaced inline and in context, so frontline teams resolve faster without the hunt.
Executive Overview Insights
Executive Overview Insights
See service performance across your organization in one clear view. Surface enterprise-wide trends, anomalies, and root causes early so leaders act on insight, not instinct.
AI-powered HR Service Delivery
AI-powered HR Service Delivery
Modernize HR service delivery with AI that resolves employee requests instantly, streamlines case management, and orchestrates complex lifecycle transitions.
Change Risk Assessment
Change Risk Assessment
Identify risks proactively using multiple deterministic signals and policies. Surface potential downstream impact before they occur, so every decision is confident and auditable.
Prevention with DEX integration
Prevention with DEX integration
Catch and fix issues before they become tickets. DEX integrations with Riverbed, and ControlUp let you proactively monitor device health and run approved remediations with full visibility and audit trails.
MEASURABLE OUTCOMES
AI that unlocks human potential
People-first AI means quicker responses, more deflections, higher output, and increased satisfaction. Launch in minutes for better customer and employee experiences.66%
Tickets deflected
76%
Drop in average resolution time
FREDDY AI AGENT STUDIO FOR FRESHDESK
Better AI customer service across critical channels
Make every AI resolution smarter
ANALYZE AND IMPROVE
Make every AI resolution smarter
Go beyond monitoring to anticipating. Freshdesk now gives teams a clearer view of AI agent performance across topics, resolutions, escalations, and drop-offs. Admins also get actionable guidance to close knowledge gaps, strengthen agentic workflows, and continuously improve AI-led support.
Scale email support with more control
EMAIL AI AGENT
Scale email support with more control
Email AI Agent now does more within Freddy AI Agent Studio. Multi-turn conversations help handle back-and-forth email replies while retaining full context. Roll-out controls and spam detection give businesses greater confidence in scaling email automation.
PLANS & PRICING
Powerful solutions to unlock efficiency and growth
Easy, enterprise-grade IT for every business
Give teams across your whole organization the ability to deliver proactive service with an AI-first, and unified IT platform. Freshservice includes everything you need to orchestrate outcomes, resolve IT incidents, optimize assets, and manage employee experiences.
Testimonials
Our customers say it best
“Freshworks is super focused on delivering uncomplicated IT services into its organization. It has to be a frictionless exercise, and people need to enjoy consuming IT services.”
Dan Keyworth
“The standout features of Freddy AI are the summarization and response generation capabilities, which enable me to achieve more with less effort through automation.”
Blake O'Neill
"We used to spend an hour every morning looking at ticket trends. Now we spend three minutes with Freddy Insights—and get better data."
Daniel McMaster
“The IT department’s mission has always been to minimize downtime and maximize availability. Automation was one of the driving factors in the selection of Freshservice.”
Ali Chitsaz
RESOURCES
Build your service transformation playbook
Whether you’re new to Freshworks or already using our products, get valuable insights to help you make the most of your experience.Build the future of AI-first service
Build the future of AI-first service
Freshworks’ May launch delivers the innovations and the playbook to deliver AI-powered service transformation.
Why most AI pilots stall before they scale
Why most AI pilots stall before they scale
Freshworks Chief Product Officer Srini Raghavan has a firsthand look at the gap between AI’s promise and its payoff.
AI is only as smart as the context behind it
AI is only as smart as the context behind it
Freshworks VP of Product Management Jason Aloia explains why most AI deployments stall—and what organizations need to build before the technology can actually deliver.
Ready to see what’s possible?
Ready to see what’s possible?
Refresh Virtual Summit is the premier online event for IT and business leaders to manage enterprise complexity and cut through the noise.
June 4, 2026