Unified Service Operations for the AI Era

Empower your business with Fireworks, an AI-powered service platform designed to deliver exceptional, scalable experiences for employees and customers.

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What does Freshworks offer?

FireService

IT Service Management

FireService

Enterprise Service Management

FireService

IT Asset Management

FireHydrant

Modern Incident Management

Next-Generation IT Service Management

Leverage a unified, AI-powered ITSM platform that is intuitive, scalable, and designed to support business growth.

Modern IT Service Management 

Experience a comprehensive ITSM solution that modernizes service management, automates workflows, and enables IT to deliver measurable value to your business.

  • Enterprise-Grade ITSM. Simple by Design
    Simplify service delivery, improve operational efficiency, and scale with confidence using an ITIL-aligned platform enhanced by AI. An intuitive user experience ensures rapid adoption and measurable business impact.
  • Automate Workflows. Accelerate Results.
    Automate workflows with a drag-and-drop builder, connect systems, and use intelligent routing to reduce manual effort and speed up resolutions.
  • Empower High-Performing Teams with AI
    Leverage AI to enhance productivity with secure, effortless deployment and intelligent, context-aware assistance. Built on insights from millions of interactions, the platform delivers human-like recommendations and next-best actions while continuously evolving with the latest AI innovations.
  • Connected IT, Better Outcomes
    Break down silos and maximize IT investments with a unified platform that delivers full visibility across your environment. Integrate seamlessly with cloud and on-prem systems using APIs, connectors, and a low-code integration builder.

Explore Freddy AI in action

  • For employees:
    End-to-End Service Resolution with AI Agents
    Enable end-to-end service resolution with AI agents built for employees, IT agents, and leaders. Freddy AI Agent Studio lets you create intelligent agents that act across systems using your workflows and business rules.
  • For IT agents:
    Smarter Service Delivery with AI Copilot
    Empower agents with Freddy AI Copilot, an AI-powered assistant that simplifies operations, enhances efficiency, and reduces workload while improving overall service performance.
  • For IT leaders:
    Drive Smarter Decisions with Freddy AI Insights
    Freddy AI turns service desk data into actionable insights. It identifies trends, anomalies, and root causes such as rising resolution times or SLA risks, enabling faster, more informed decisions.

Freshservice Capabilities

Make IT simpler, smarter, and faster with an intuitive platform powered by automation and intelligence.

  • Freddy AI – Deliver self-service, agent assistance, and proactive leadership insights
  • IT Asset Management – Real-time visibility across all IT assets with an automated CMDB
  • IT Operations Management – Improve response times with intelligent alerts and full operational visibility
  • Enterprise Service Management – Automate service delivery across all business teams
  • Omnichannel – Enable seamless support across every employee touchpoint
  • Reporting & Analytics – Turn data into actionable insights with powerful dashboards

Enterprise Service Management, Simplified

Unify Business Teams on a Connected Platform

Enable any business team to work with greater clarity by centralizing requests, approvals, and tasks. Ensure consistent routing, SLA management, and visibility across all operations.

Employee Requests

Replace emails and shared inboxes with a departmental service catalog that makes it easy to submit, track, and manage requests consistently.

Employee Journeys

Automate onboarding, payroll, and role changes with no-code Journeys that trigger cross-department actions using reusable workflows.

Turn Service Data into Actionable Decisions

Identify trends and bottlenecks with dashboards that highlight unresolved tickets across departments. Built-in analytics transform service data into insights that improve efficiency and enable faster, more consistent service delivery.

Help Every Team Serve Better, Faster

Enable business teams to get started quickly with prebuilt workspace templates and proven workflows that improve speed and consistency.

  • HR Teams – Simplify onboarding, manage employee requests, and automate approvals.
  • Finance Teams – Streamline expense and procurement processes with automation and better visibility.
  • Facilities Teams – Handle service requests with real-time tracking and automated workflows.
  • Legal Teams – Accelerate reviews and approvals while maintaining compliance and control.

Autonomous AI Agents for Instant Employee Support

Deploy purpose-built AI agents to resolve employee queries, automate requests, and take action across connected applications. From leave and payroll to access and document requests, deliver fast, accurate support while freeing teams to focus on higher-value work

Seamlessly Integrate with Your Existing Tools

Connect with platforms like Workday, Microsoft Teams, Slack, and more so teams can manage requests and updates without switching between applications.

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IT Asset Management That Drives Action

Traditional ITAM tracks assets. Freshservice ITAM adds context to make infrastructure visible and actionable across service operations.

Drive Agility with Full Infrastructure Visibility

Enable agility by unifying infrastructure visibility to support faster innovation and safer technology adoption.

Build More Reliable, Resilient IT Operations

Leverage dependency mapping to understand system relationships, improve change management, and ensure stable IT operations.

Optimize IT Spend and Maximize ROI

Gain clear insight into software licenses to eliminate waste, right-size usage, and improve cost efficiency.

Reduce Risk and Stay Compliant

Identify and address security gaps early to stay audit-ready, prevent breaches, and protect organizational reputation.

Why IT Asset Management

With Freshservice, move from static asset lists to full infrastructure awareness. ITAM delivers real-time visibility, control, and optimization across your environment.

  • Automated Discovery – Continuously detect and track assets across on-prem, cloud, and hybrid environments for an accurate, audit-ready inventory.
  • Software License Management – Maintain a complete software profile to control costs, ensure compliance, and maximize ROI.
  • Dependency Mapping – Visualize relationships between applications, services, and infrastructure to improve change planning and incident resolution.
  • Data Center Infrastructure Management – Monitor assets, power, and space to optimize capacity and support growth.
  • IP Address Management – Manage IPs and network dependencies to prevent conflicts and ensure seamless connectivity.
  • Resource Utilization – Analyze CPU, memory, and I/O usage to eliminate waste, optimize capacity, and reduce costs.

Fuel ServiceOps with AI-Driven ITAM

From agents to executives, Freddy AI-powered ITAM delivers intelligent assistance and role-based insights that streamline work, reduce manual effort, and increase business impact.

  • Incident Suggestions
    Faster Incident Resolution with AI Context
    Freddy AI Copilot surfaces related past incidents linked to similar assets, helping IT teams understand context, assess impact accurately, and resolve major incidents faster while reducing downtime.
  • Incident Reports
    Streamline Incident Reporting and Compliance
    Simplify audits with AI-generated summaries. Freddy AI Copilot compiles related assets, incidents, and resolution steps to create accurate post-incident reports that support audit readiness and save time.
  • Smarter Requests
    Instant Software Access with Freddy AI Agent
    Freddy AI Agent automates software requests—simply describe your need and AI handles fulfillment instantly, eliminating delays and manual ticketing.

Freshservice Capabilities

Make IT simpler, smarter, and faster with an intuitive platform powered by automation and intelligence.

  • Freddy AI – Deliver self-service, agent assistance, and proactive leadership insights
  • IT Asset Management – Real-time visibility across all IT assets with an automated CMDB
  • IT Operations Management – Improve response times with intelligent alerts and full operational visibility
  • Enterprise Service Management – Automate service delivery across all business teams
  • Omnichannel – Enable seamless support across every employee touchpoint
  • Reporting & Analytics – Turn data into actionable insights with powerful dashboards

Modern Incident Management for Engineering Excellence

FireHydrant enables engineering teams to automate incident response, improve real-time coordination, and convert production incidents into operational intelligence—driving faster detection, resolution, and learning.

End-to-End Incident Management on a Single Platform

Prepare better, respond faster, and improve uptime with automation, AI insights, and powerful analytics. From alerting and on-call coordination to retrospectives, FireHydrant connects every stage of the incident lifecycle.

  • Pre-Incident Preparation – Define service ownership, escalation paths, and automated runbooks to ensure clear guidance and rapid response when issues occur.
  • Real-Time Incident Collaboration – Keep responders aligned across Slack, Microsoft Teams, and other tools while FireHydrant captures timelines, alerts, and updates for shared visibility.
  • Automated Workflows for Faster Response – Automate incident creation, notifications, communication, and task coordination so teams can focus on resolution, not manual effort.
  • Continuous Reliability Insights – Use retrospectives, analytics, and action tracking to identify root causes, measure performance, and improve incident response over time.

Use AI to Accelerate Incident Response and Learning

FireHydrant leverages AI to summarize incidents, capture responder discussions, and generate post-incident insights automatically—helping teams spend less time documenting and more time restoring services.

  • Incident Summaries
     Faster Incident Understanding
    AI-generated summaries provide clear context on impact, timeline, and status, helping responders get up to speed quickly.
  • Meeting Insights
    Automatic Context Capture
    AI transcribes and summarizes incident calls to ensure key decisions, discussions, and actions are accurately recorded.
  • Retrospectives
    Streamlined Post-Incident Reporting
    AI-assisted retrospectives generate timelines, contributing factors, and follow-ups, reducing manual reporting effort and improving reliability.

AI-Powered Automation, Collaboration, and Analytics

FireHydrant equips modern engineering teams with the capabilities needed to resolve incidents faster and continuously improve system reliability.

  • Automate Incident Response – Reduce manual work with automated workflows and communications.
  • Intelligent On-Call Alerting – Notify the right engineers instantly when incidents occur.
  • Clear Ownership Visibility – Automatically route incidents based on service dependencies.
  • Seamless Collaboration – Run incidents in Slack or Teams with full visibility.
  • AI-Powered Communications – Instantly draft status updates for stakeholders.
  • Actionable Reliability Insights – Improve systems using analytics on performance and incident trends.

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