Resource center
Explore our collection of reports, videos, product tours, and more to see how Freshworks’ AI-powered products can elevate customer and employee experiences.
The Service Management Advantage: Helping CIOs Turn IT into a Strategic Powerhouse
A Harvard Business Review Analytic Services report on elevating IT service management with AI and more
EX Priorities 2025: Why IT leaders can’t afford to just ‘wait and watch’
Employee expectations, technologies, and work models are reshaping EX. Discover what leading organizations are prioritizing to stay ahead in 2025.
Tapping into the power of people + AI
Workers aren’t just using AI, they’re winning with it—and demanding more. Explore how AI is transforming workplace and IT efficiency.
Guides and demos
CX Priorities 2025: Proven strategies to win the CX race
With customer expectations in flux, learn what CX leaders are doubling down on in 2025 to lead the way
A fresh approach to omnichannel for 2025
Your guide to overcoming barriers to omnichannel success with insights on creating a seamless customer experience that truly transforms engagement.
How AI agents are raising customer satisfaction and helping teams get more done
A guide to leveraging AI-powered self-service with Freshworks
Take your Customer Support to New Heights with an AI Copilot
Learn how AI copilots can boost agent efficiency to take your customer support to new heights
Freddy AI Copilot
Learn how Freddy Copilot can make your agents more productive
Freddy AI Copilot
Take an interactive tour to see Freddy Copilot in action and how it can help your agents
Future of Customer Service: Turning AI from Hype into Reality
Discover how Gen AI is automating customer interactions, empowering agents, and generating powerful insights for data-backed decision-making.
How to Use AI to Scale Personalized Conversations
A step-by-step guide to delivering AI-led, omnichannel customer expereinces at scale.
AI + ITSM: A guide to making IT work smarter, faster, and more efficiently
Dive into how you can leverage AI to supercharge your IT service management.
ESM strategy guide
The definitive ESM guide to unifying service delivery across the enterprise.
Events and webinars
Elevate the Power of Freshservice with Advanced ITAM by Device42
Gain complete asset visibility, control, and optimize costs across your IT estate with enterprise-grade discovery, dependency mapping, and configuration management database (CMDB).
Let's talk customer service series
Get product deep dives, AI innovations, and sneak peeks to future-proof your CX operations!
Let's talk IT series
Get AI-powered, enterprise-grade IT Service Management with Freshservice in these ongoing webinars.
Research and reports
Recognized, again!
Freshworks named in the Gartner® Market Guide for IT Service Management Platforms.
Freshservice IT Service Management Benchmark Report 2024
"From AI to automation, we've measured what IT leaders are doing right and how to benchmark your performance. "
IT Service AI Copilot
Meet growing demand with AI assistance.
IT Service AI Self Service
AI-powered employee support-anytime, anywhere.
2024 Global AI Workplace Report
See how AI is delivering strong productivity gains and unlocking higher value work for employees across departments.
The Total Economic Impact™ Of Freshdesk Omni
"Forrester revels the impact of having bots, conversational support, and ticketing–all in one place, powered by AI. "
Freshworks Customer Service Benchmark Report 2024
A detailed analysis on the impact of AI and key customer service metrics you can use to help improve customer experience.
Gartner Market Guide for IT Service Management Platforms
Learn to evaluate the ITSM platform market and choose the right solution for your business.
Customer stories
Carrefour
Freshworks’ unified self-service portal simplifies incident management while agent satisfaction and productivity soar
Databricks
Databricks finds success with Freshservice’s AI-powered automation for IT support, then expands to 8 more departments
Blue Nile
With Freshworks helping deliver white-glove service, Blue Nile cut showroom no-show rates by 30%.
Texas A&M
Texas A&M IT scales support for upward of 150,000 visitors with Freshservice
UPenn
Freshservice helps the University of Pennsylvania deliver streamlined financial services to admins, students, and faculty
Decathlon
With Freshworks’ automated ticketing and self-service, the world’s largest sports retailer delights customers, agents, and employees
Village Roadshow
With Freshworks, Village Roadshow cuts IT costs by 60% while upgrading employee experiences
Crown Office
Freshworks helps Scotland’s top criminal justice agency resolve 65,000 IT tickets annually with an 86% satisfaction rate
Articles and Insights
New agents of change
Freshworks study shows how AI is restoring positivity and purpose for overburdened customer support teams
Laura Rich
3 min read
How AI agents will make smart decisions
In the not-too-distant future, teams of autonomous AI agents will help business leaders make decisions. Here’s how to make sure the bots get it right.
Dan Tynan
8 min read
Why IT teams are leading workplace adoption of AI
When it comes to using AI on the job, IT teams are leading by example
Howard Rabinowitz
4 min read
How ‘people-first AI’ creates competitive advantage
AI developed as a collaborative tool for employees isn’t just a value statement, it’s a winning combination for business
Murali Swaminathan
3 min read
Employees want more AI—and leaders are listening
Freshworks global survey shows AI putting a dent in busywork, boosting workers’ sense of purpose
Jeff Davis
4 min read
How AI-powered service is making retailers smile
Freshworks workplace AI report shows that AI isn’t just improving workers’ experience on the job—it’s boosting customer satisfaction, too
Laura Rich
4 min read
How customer service chatbots will up their game in 2025
Too many customer service chatbots deliver mediocre experiences. Smart companies are making these critical improvements.
Malcolm Koh
3 min read
How employee adoption of AI can boost customer experience—and trust
Workers’ enthusiasm for AI can help win over cautious consumers, says Qualtrics’ top workplace psychologist
Laura Rich
2 min read
Explore the possibilities
Customer service, IT, and CRM software that’s powerful yet easy to use. Now supercharged with generative AI.