Freshworks Introduces Freshservice Journeys to Automate and Personalize Critical Employee Experiences
Freshworks Inc. today announced the general availability of Freshservice Journeys, an AI-powered enhancement to its IT and employee service management platform. This new capability empowers HR, IT, facilities, and other departments to create automated, seamless workflows for high-impact employee experiences like onboarding, offboarding, promotions, and relocations—all without writing a single line of code.
“Complexity is the enemy of efficiency,” said Srini Raghavan, Chief Product Officer at Freshworks. “With Freshservice Journeys, we’re enabling organizations to break down departmental silos and deliver consistent, personalized employee service at scale.”
Tackling the Friction of Employee Transitions
Traditional enterprise systems often silo departmental workflows, causing delays and miscommunication—especially during sensitive employee transitions. Freshservice Journeys addresses this with AI-driven automation, real-time visibility, and cross-functional task orchestration, ensuring no step is missed and every department is aligned.
Use case example: Without coordinated onboarding, new employees can show up without system access or equipment—damaging productivity and morale. Freshservice Journeys ensures seamless collaboration so every department completes their part on time.
Features of Freshservice Journeys:
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AI-Powered Automation:
Automates routine tasks (account setup, ticket summarization, reminders) so teams can focus on strategic work. -
No-Code/Low-Code Experience:
Admins can configure and deploy workflows easily with a drag-and-drop interface and pre-built templates. -
End-to-End Visibility:
Real-time task tracking across departments keeps everyone aligned and accountable—no more black-box processes. -
Tailored Journeys by Role or Policy:
Smart conditions and triggers let organizations customize experiences based on job function, location, or business rules. -
Cross-Functional Collaboration at Scale:
Breaks down silos between IT, HR, facilities, procurement, and more—empowering cohesive employee lifecycle management.
What Customers Are Saying
“Freshservice has completely transformed our offboarding process,” said John Batchelor, VP of IT Operations at Qualfon. “What used to take days now happens in hours—with full visibility and improved compliance.”
“It’s a game-changer for onboarding,” added Tabitha Zokaitis, ITSM Analyst at EquiTrust Life Insurance. “Admins can build role-specific workflows fast, and HR gets full transparency into every task.”
Anantha Ganga, CIO of Coherent, noted that Freshservice helped unify IT and HR operations on a single platform within just four months—with plans to expand across more departments.
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