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Freshworks Launches “Incident Collaboration Hub” in Freshservice to Accelerate Major Incident Response

Executive Summary

Freshworks has introduced the “Incident Collaboration Hub” in Freshservice, a new feature designed to centralise communication, automate incident workflows, and improve coordination during major IT incidents. The update empowers enterprise ITSM teams to resolve critical issues faster and with greater transparency.

What Happened?

On 4 December 2025, Freshworks announced the general availability of the Incident Collaboration Hub for Freshservice. Key capabilities include:

  • A unified workspace for IT, business, and external stakeholders to collaborate in real time

  • Automated notifications and role-based task assignments for incident responders

  • Integrated chat, video conferencing, and document sharing directly within the incident record

  • Timeline tracking and audit logs for post-incident reviews and compliance

The Hub is designed to break down silos, reduce confusion, and accelerate the resolution of high-impact incidents.

Why Does It Matter?

For medium to large organisations—especially those operating across Europe and Africa—this feature delivers:

  • Faster, more coordinated responses to major incidents

  • Reduced downtime and business impact through streamlined collaboration

  • Greater transparency and accountability with real-time updates and complete incident histories

  • Improved post-incident learning with integrated review and documentation tools

By embedding collaboration directly into ITSM, Freshworks enables teams to manage crises more effectively and support digital resilience.

Impact on ITSM

  • Speeds up incident response and resolution for critical IT events

  • Enhances cross-functional communication and decision-making

  • Supports compliance and continual service improvement with built-in audit trails

What Should Organisations Do?

  • Enable the Incident Collaboration Hub in Freshservice and onboard key incident responders

  • Train teams on using the Hub for major incident management

  • Establish protocols for collaborative incident response and documentation

  • Review incident timelines and audit logs for ongoing improvement

Sources

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