What is Freshworks?
Freshservice by Freshworks is an AI-powered service management platform designed to simplify how companies support both employees and customers. Whether you're in IT, HR, finance, or engineering, Freshservice unifies service operations across teams with smart automation and intuitive workflows—so you spend less time fixing issues and more time driving business forward.
Built for the AI era, it embeds Freddy AI directly into daily tasks to deflect routine tickets, speed up resolutions, and uncover root causes before problems escalate. With transparent pricing, fast setup, and enterprise-grade capabilities, Freshservice helps over 74,000 businesses deliver faster, friendlier service without the usual complexity.
What are the features of Freshworks?
- Freddy AI Agent: Resolves common employee requests 24/7 using autonomous AI, cutting ticket volume by over 65%.
- AI-Powered Ticket Routing: Automatically assigns incoming requests to the best-suited agent based on skills, workload, and priority.
- Modern Incident Management: Helps engineering teams reduce downtime with AI-driven incident response and correlation.
- IT Asset Management: Provides full visibility into IT infrastructure and uses AI to link alerts, assets, and incidents to prevent outages.
- Enterprise Service Management (ESM): Extends service desks beyond IT to HR, Legal, Finance, and other departments with secure, governed workspaces.
- AI Copilot for Agents: Assists human agents with smart suggestions, accelerating resolution and reducing manual effort.
- Continuous Service Optimization: Uses AI insights to spot bottlenecks, track trends, and improve SLA performance over time.
What are the use cases of Freshworks?
- An IT team shifts from reactive break-fix support to proactive service using AI that predicts and prevents outages.
- HR rolls out a self-service portal for employee onboarding, policy questions, and benefits—powered by AI that answers instantly.
- Engineering teams cut incident resolution time by 76% using AI to correlate logs, alerts, and past incidents for faster root-cause analysis.
- A global company unifies support for IT, facilities, and finance into one single service hub, improving employee experience.
- MSPs (Managed Service Providers) use Freshservice to manage multiple clients with tailored workflows and clear separation of data.
- A transportation department reduces request resolution from 3 months to 15 minutes through workflow automation and AI routing.
How to use Freshworks?
- Start with a free trial—no credit card needed—to explore core features in minutes.
- Use the guided setup wizard to configure your service desk for IT, HR, or other business teams.
- Enable Freddy AI during onboarding to auto-deflect common tickets and route complex ones intelligently.
- Connect your existing tools (like Slack, Microsoft Teams, or monitoring systems) via native integrations.
- Review AI-generated insights weekly to identify recurring issues and optimize workflows.
- Book a personalized demo with Freshworks experts to tailor the platform to your specific needs.
