As we wrap up 2025, which Freshservice/Freshdesk feature deserves the biggest thank you from your team? 🦌 ❄️ 🔔

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Putting you all on spot :D

Hi All,

This was our first full year on Freshservice.  I can proudly affirm that it has enabled us to deliver on our ITSM vision of bringing together and correlate IT procedures, services, assets and people.   Given all the potential, we’re still at the beginning or our journey as we look forward to further develop our solution together with Freshworks through the various channels made available to us - not least of which, this Community.

These features stand out in our case:

Revamped Employee Journeys - the previous journey modules had shortcomings and Freshworks duly acknowledged and intervened in this area.  The new module addresses practically all of our requirements and previous issues, allowing us to provide a mature flow for staff journeys.

Freddy AI Insights have provided our busiest colleagues with an efficient and proactive tool to generate instant insights, detect trends before it is too late and easier access to key metrics. 

It has never been easier to design and generate reports to all levels of our organisation, thanks to the Analytics feature.  

Wishing you all a wonderful festive season and the best for a healthy, prosperous and Fresh new year 😊

It would be unfair to only pick one feature given the amount of updates that Freshworks have put out for Freshservice over the course of 2025, so I decided to pick 3, in no particular order :)

• Journeys: A significant step up from the Onboarding & Offboarding module, providing more flexibility and possibilities in facilitating all kinds of employee related processes.
• Subflows and Loops: Highly anticipated features amongst the entire Freshworks community which unlocks new potential for automating processes across the board.
• Enhanced Approval mechanics: Providing approval chains and groups facilitates more flexibility for more complex approval scenario's, improving compliance.

Thank you for a great year, happy holidays and all the best for a great 2026!

Do I have to say Looping and subflow’s 

I am going to have to go with the good old basic workhorse 🐎 - Service Requests with dropdowns that are tied to workflows to route work to various teams. 

We are working to simplify support across the whole organization and SR forms allow us to initiate and hand off work based on specific values on the forms or in the category/subcategory/item structure. This auto assignment and movement from team to team based improves timeliness and customer experience. 
It was great to see the looping and sub flows come out this year; we look forward to incorporating them.

You use custom objects ? 

I’d be curious to see how you’re using subflows. I dont have any use cases yet (but i might!)

My first thing was to do a move subflow. As there are no action to move a ticket  from one workspace to another in a workspace. It can only be found in Global. So I created a Global subflow ( that can be used in all workspaces ) that moves the ticket based on input to the flow. Example number of the workspace. I use condition in the subflow to check the workspace the ticket should move to. 

Another would be to create user accounts in AD/entra/IDP in a global workflow. 
Made a subflow to check if the new employee UPN exist or not. 
 

Yes, for approvals. Very useful. I would like to use them more, but I am not great at using the API to keep them updated. For example, we have a list of database names (not in our inventory) that changes regularly, I would love to pull this data from Azure and update the custom object but I have not been able to get the results I need.

Managing custom objects using API’s is a class I would love to see in the future. 

You could do a full refresh via a powershell script that runs via the orchestration center. Hardest part would be parsing your source data then building in the rate error handling. 

I’ve been working with Fresh for a relatively short time, but even so there have been changes over the last year that have already made my work easier:

-Approvals - the ability to name approval groups made things much easier for me from an audit perspective, because it is required to indicate in which role someone approved something
-“View more” next to the requester - convenient, but this is more from my perspective as an agent rather than an admin
-The ability to override Requester and Requested For directly from the action node - we are using this via API and for now we left the workflow as is, but in the future this may simplify things
-New Survey Module - I don’t know the exact statistics, but subjectively I can say that user feedback has increased at least twofold
-Attachments available directly from the ticket - again speaking as an agent rather than an admin; it’s a pity not all formats are supported, but it’s still a plus
-Editing the ticket description via workflow - previously I was doing this via API. For some service items we send approvals to a shared mailbox instead of individual users, because the people responsible often change. In that case, the person who receives the approval request via the mailbox only sees it through a public link, which means they don’t see the data filled in the form. That’s why I edit the service request description, which is publicly visible, so the person who needs to approve can clearly see what they are approving
-@group mentions - I don’t have to ping people individually, which is convenient when a really important ticket comes in
-Restoring Deleted Workflows - we haven’t accidentally deleted a workflow yet, but I appreciate features like this ever since I once accidentally deleted a custom object instead of a record (fortunately only a test one) 😅

There are probably many more changes, but this is just a quick overview. I definitely have high hopes for Loops and SubWorkflows, but so far I haven’t had the chance to use them yet 🙂
 

I’d say the Journeys module has had the most significant impact of any new product we introduced in 2025. It has resonated with customers more than anything else, driving conversations in ways we anticipated—and many we didn’t. Demand has been so high across key ESM functions in HR, Finance, and Facilities that I’ve had to start a Journeys backlog list to manage all the requests for delivery in 2026.

​@Kamakshi V