Freshworks Launches “Freshservice AI Insights” for Proactive ITSM Analytics
- Hanie Oh
- Dec 3, 2025
- 1 min read
Executive Summary
Freshworks has announced the launch of Freshservice AI Insights, a new analytics module designed to provide IT teams with proactive recommendations and predictive analytics. The feature aims to help enterprises identify potential issues, optimise workflows, and improve service delivery using AI-driven intelligence.
What Happened?
On 27 November 2025, Freshworks unveiled Freshservice AI Insights as part of the latest Freshservice platform update. The new module leverages machine learning to:
Analyse historical ticket and incident data
Predict surges in service requests or potential SLA breaches
Recommend workflow improvements and automation opportunities
Surface trends in user satisfaction and common pain points
The tool is designed for medium to large organisations seeking to move from reactive to proactive ITSM, supporting data-driven decision-making and continuous improvement.
Why Does It Matter?
For organisations across Europe, Africa, and globally, Freshservice AI Insights delivers:
Proactive alerting to emerging ITSM risks
Actionable recommendations to streamline support operations
Improved visibility into service performance and user experience
Reduced downtime and faster incident resolution through early intervention
By embedding AI-powered analytics into ITSM, Freshworks enables IT leaders to anticipate challenges and address them before they impact business operations.
Impact on ITSM
Supports continuous service improvement with predictive analytics
Reduces manual analysis and reporting effort for IT managers
Enhances transparency and accountability across IT teams
What Should Organisations Do?
Activate Freshservice AI Insights and review predictive dashboards regularly
Use recommendations to optimise workflows and automate repetitive tasks
Train IT teams to interpret and act on AI-driven analytics
Monitor improvements in service quality and response times