Modernize your IT and Enterprise Service Management with AI-first automation and consumer-grade employee experiences.
Freshservice, developed by Freshworks, is a cloud-native IT Service Management (ITSM) and Enterprise Service Management (ESM) platform designed to simplify complex operational workflows. By 2026, the platform has solidified its position in the market through 'Freddy AI', an integrated intelligence layer that provides generative AI capabilities for agents (Copilot) and employees (Self-Service). The technical architecture is built on a multi-tenant SaaS model, leveraging AWS for global scalability and ensuring high availability across regions. Unlike legacy ITSM tools, Freshservice emphasizes a 'right-sized' approach, offering ITIL-aligned processes without the overhead of excessive configuration. Its 2026 market positioning focuses on 'AI-Driven Service Management' (AISM), bridging the gap between IT operations, HR, and Facilities. Key technical strengths include a robust orchestration center for third-party automation, a comprehensive Discovery Agent for asset management, and a unified data model that allows for cross-departmental analytics. The platform's low-code/no-code interface permits rapid deployment, while its API-first design ensures it serves as the central nervous system for enterprise productivity and digital transformation initiatives.
Generative AI engine that summarizes tickets, suggests responses based on historical data, and generates solution articles automatically.
The ITIL-aligned powerhouse for high-velocity service delivery and autonomous IT operations.
The industry's first cloud-native, AI-driven service management platform.
Enterprise-grade codeless IT Service Management for agile digital transformation.
Autonomous IT Operations through Self-Healing Endpoints and Generative Service Management.
Verified feedback from the global deployment network.
Post queries, share implementation strategies, and help other users.
A centralized hub for building automated workflows that interact with 100+ third-party cloud applications via pre-built connectors.
Automated discovery of SaaS applications and license usage tracking via integration with identity providers and direct APIs.
Ingests alerts from monitoring tools (Datadog, New Relic) and groups them into incidents using machine learning to reduce noise.
An AI chatbot available on Slack/Microsoft Teams that uses NLP to resolve employee queries without agent intervention.
Visualizes the relationship between assets and business services to predict the impact of planned changes.
Natively links IT projects with change management and assets for a unified view of IT initiatives.
New hires face delays in getting hardware and software access due to manual coordination between HR and IT.
Registry Updated:2/7/2026
Automatic notification sent to the manager upon completion.
Organizations overpay for unused SaaS licenses (e.g., Zoom, Salesforce).
IT teams are overwhelmed by thousands of duplicate alerts from monitoring tools.