News
In Brief
- Freshservice and Freddy AI gain new proactive automation features to improve IT service management.
- Updated tools speed issue resolution and support self-service.
- Integrations with digital employee experience platforms provides real-time device health diagnostics.
Freshworks Inc. introduced new AI-powered capabilities for its Freshservice IT management platform on November 13. Announced at the company's Refresh event, the updates aim to help IT teams resolve issues faster, prevent problems earlier and identify performance drivers.
According to company officials, the enhancements address challenges stemming from fragmented tools and repetitive manual processes that create complexity for IT departments. The company's Cost of Complexity Report indicates nearly 20% of IT leaders have experienced burnout or attrition due to complex software environments.
How ITSM Is Evolving to Address the Complexity Challenge
Digital employee experience (DEX) has become a central priority for IT and service desk leaders, signaling a shift from reactive problem-solving toward proactive experience management. Poor digital experiences now have a clear, measurable link to productivity, employee satisfaction and retention.
Hybrid and remote work environments have increased operational complexity, forcing IT teams to navigate overlapping tools, inconsistent workflows and rising digital friction. Modern DEX platforms help identify and resolve these issues by identifying where employees lose time and encounter technical barriers.
This shift reflects a broader redefinition of IT’s role. Rather than simply fixing issues after they occur, IT is now expected to optimize the day-to-day digital experience of employees.
AI and automation are accelerating this transition. Service desks are using these technologies to deliver 24/7 support, reduce ticket reassignment delays and surface “silent sufferers” — employees who avoid reporting technical problems. AI-driven help desks can now proactively detect and address issues affecting this overlooked group.
DEX platforms provide visibility into employee digital journeys, enabling measurement, analysis and continuous improvement. This proactive orientation positions IT as a strategic partner, not just a cost center focused on incident resolution.
As a result, success metrics are evolving. Ticket closure rates matter less than the quality, consistency and efficiency of the digital experience employees encounter across the organization.
Freshservice Capability Breakdown
Today's announcements bring the following updates to Freshservice and the Freddy AI Agents to improve DEX:
| Capability | Description |
|---|---|
| Enhanced Freddy AI Agents | Searches Google Drive, processes images, integrates with Microsoft 365 Copilot |
| Freddy AI Insights | Provides conversational analytics and data visualizations |
| AI-powered Intelligent Routing | Assigns tickets to appropriate teams based on skills and workload |
| DEX Platform Integrations | Connects with Riverbed Aternity and ControlUp for device monitoring |
Impacted Audiences for Freshservice Updates
- IT service managers and teams
- CIOs and IT leaders
- Employees who rely on IT support
Freshworks Background
Former Zoho employees Girish Mathrubootham and Shan Krishnasamy founded Freshworks in 2010 in Chennai, India. Its cloud-based software targets business leaders in customer support, sales and IT. The company offers two primary products: Freshservice for IT service management and Freshdesk for customer support, both featuring advanced ticketing, automation and built-in AI capabilities.
Freshworks counts over 73,000 companies across various industries as its customers, including major enterprises like Disney, American Express, Bridgestone and GE Aerospace. The platform is positioned as an uncomplicated alternative to traditional enterprise software, emphasizing faster implementation, transparent costs and better ROI without enterprise-level complexity.
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