IT teams are drowning in complexity—bloated tool stacks, redundant processes, fragmented channels, and rising burnout. At Refresh 2025, Freshworks introduced a major set of enhancements for Freshservice, its AI-powered IT management platform, aimed squarely at solving those challenges with preventive intelligence, deeper automation, and conversational analytics.
The new release—centered on Freshservice and Freshworks’ Freddy AI—is designed to help teams resolve issues faster, prevent problems earlier, and identify drivers of operational performance before they escalate. The updates arrive as fresh data shows the stakes are rising: according to Freshworks’ new Cost of Complexity Report, nearly 20% of IT leaders have experienced burnout or team attrition due to software complexity, and 29% of employees report productivity losses tied to fragmented tools.
“The CIO mandate is clear: drive business growth and lead the pace of change,” said Srini Raghavan, Chief Product Officer at Freshworks. “Yet most teams are stuck battling complexity. Freshservice embeds AI directly into service delivery to keep employees and businesses moving forward.”
Proactive Prevention, Powered by DEX Integrations
A major part of the release strengthens Freshservice’s ability to address issues before they impact employees. New DEX (Digital Employee Experience) integrations with Riverbed Aternity and ControlUp surface real-time device and application telemetry directly inside IT tickets—giving teams immediate visibility into system health.
Key benefits include:
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Auto-detection of endpoint issues
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Automatic attachment of device telemetry (CPU, memory, processes) to tickets
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Auto-remediation capabilities
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Richer audit trails
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AI-powered Intelligent Routing to assign tickets to the best-suited team
For example, if an employee’s laptop slows due to a background update, the DEX platform detects the bottleneck and sends telemetry straight into Freshservice—allowing IT to pinpoint and fix the issue remotely without waiting for diagnostic steps from the user.
Next-Generation Employee Support with Enhanced Freddy AI Agents
Freshworks also showcased major improvements to Freddy AI Agents, bringing them closer to a true AI-powered service desk experience. New capabilities include:
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Google Drive search for richer, more contextual responses
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Image processing, enabling Freddy to interpret screenshots and error messages
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Expanded portal and app integrations, including Microsoft 365 Copilot
These upgrades allow employees to ask questions in the tools they already use, get answers faster, and avoid workflow interruptions.
Porsche eBike Performance uses Freshservice’s multilingual, conversational capabilities to power self-service and deliver more intuitive IT support across languages.
Conversational Analytics with Freddy AI Insights
Freshworks continues its push to simplify complex analytics with Freddy AI Insights, now enhanced to deliver charts and visualizations on demand through natural language queries. IT leaders can ask questions conversationally—no BI expertise needed—to uncover service patterns, root causes, correlations, and emerging trends.
Fox Communities Credit Union uses Freddy AI Insights and its Ticket Suggester to automatically classify tickets and has achieved an impressive 96% first-contact resolution rate.
Industry Recognition: Freshservice Named a Strong Performer
Freshservice was recently named a Strong Performer in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025, earning top possible scores across key areas including:
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Asset and Configuration Management with Discovery
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Process Workflow and Task Management
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Self-Service Portal & Request Management
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Pricing Flexibility and Transparency
Forrester highlighted Freshservice’s ease of use, intuitive design, proactive alert management, AI insights, and robust API ecosystem.
Real-World Impact: Faster IT Resolution and Lower Workload
Tata Consumer Products significantly reduced operational load using Freshservice and Freddy AI Copilot, cutting 40 minutes of manual incident logging and lowering incident response volume by 73%—a strong indicator of the platform’s automation impact.
A Strategic Move for a Future Defined by AI-Driven IT
Freshworks is positioning Freshservice as an AI-first platform that eliminates complexity rather than simply managing it. The updates reinforce a broader shift across IT: the move from reactive support to proactive, predictive, and conversational service management.
With burnout rising and complexity impacting productivity across organizations, Freshservice’s new capabilities aim to give IT teams the autonomy, clarity, and intelligence they need to shift from firefighting to driving transformation.
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