AI-Driven IT Efficiency Gains: Insights from the Freshservice Benchmark Report 2025

Executive Summary:

Freshworks has released its Freshservice Benchmark Report 2025, revealing that AI adoption in IT service management (ITSM) is significantly boosting efficiency, reducing resolution times, and improving first contact resolution rates for enterprise IT teams.

What Happened?

On 9 October 2025, Freshworks published the annual Freshservice Benchmark Report, analysing ITSM performance across thousands of organisations worldwide. The report highlights the impact of AI-powered features—such as Freddy AI—on service desk productivity. Key findings include a 76% reduction in IT ticket resolution time and notable improvements in user satisfaction, with India leading global benchmarks for speed and quality of IT support.

Why Does It Matter?

For medium to large enterprises, especially across Europe and Africa, these results demonstrate the value of investing in AI-driven ITSM platforms:

• Dramatic reductions in support workload and ticket backlog.

• Faster, more accurate incident resolution.

• Enhanced employee and customer experience.

Freshworks’ focus on AI innovation positions Freshservice as a top choice for organisations seeking to modernise their IT operations and deliver superior service outcomes.

Impact on ITSM:

• Accelerates digital transformation by automating routine tasks.

• Improves operational transparency and reporting.

• Supports IT teams in meeting higher service standards with fewer resources.

What Should Organisations Do?

• Review the Freshservice Benchmark Report to identify areas for ITSM improvement.

• Consider adopting or expanding AI-powered features within your service desk.

• Engage with Freshworks representatives for tailored guidance and demos.