Freshworks Unveils New Employee Experience Features in Freshservice

Executive Summary

Freshworks has announced a suite of new employee experience (EX) features for Freshservice, designed to streamline service operations and enhance engagement for enterprise IT teams. The updates focus on automating routine requests, improving self-service, and delivering a more intuitive ITSM experience.

What Happened?

On 23 October 2025, Freshworks rolled out a set of enhancements to the Freshservice platform, unveiled during a global webinar. The new features include advanced workflow automation, improved virtual agent capabilities, and expanded self-service options. The goal is to empower employees to resolve issues quickly and reduce the workload on IT support teams.

Why Does It Matter?

For medium to large organisations—particularly those operating across Europe and Africa—these enhancements offer:

• Faster resolution of common IT requests through smarter automation.

• Increased employee satisfaction with modern, user-friendly self-service tools.

• Improved productivity for IT teams by reducing repetitive support tasks.

Freshworks’ focus on employee experience reflects the growing importance of intuitive, efficient ITSM in supporting digital workplaces.

Impact on ITSM

• Reduces ticket volume and manual effort for IT support staff.

• Enables proactive support and faster response times.

• Supports digital transformation and hybrid work environments.

What Should Organisations Do?

• Explore the new employee experience features in Freshservice.

• Engage with Freshworks representatives for guidance on adoption and best practices.

• Review current ITSM processes to maximise value from automation and self-service.