🚀 Say hello to the enhanced AI-native Freshservice: Smarter. Faster. Built for intelligent IT.

Hello Freshworks Community! 
 

We’re thrilled to share some exciting innovations we unveiled at our flagship event Refresh held in San Francisco earlier today. These innovations are designed to help your teams work smarter, resolve faster, and deliver incredible employee experiences.

Here’s what’s new:
 

Empower self-service with enhanced Freddy AI Agents
 

• Unified Search with Google Drive: Freddy AI now surfaces answers from your authorized Google Drive files right alongside your knowledge base content.
   

  [GA in November 2025, Enterprise plan] Get started

• Multimodal Image Support: Employees can share screenshots or images, and Freddy AI interprets them for faster, more accurate guidance.
   

  [GA in November 2025, Enterprise plan] Get started

• Microsoft 365 Copilot Integration: Get IT help directly inside Microsoft Word, Outlook, and Excel without any tool switching.

  [GA in November 2025, Enterprise plan] Get started

• Service Portal Availability: Improve self-service adoption with Freddy AI’s availability on your company’s service portal.
   

  [GA in November 2025, Enterprise plan] Get started

• Refreshed Service Catalog: On the non-AI front, admin and employee self-service goes up a notch with shared form fields, prefilled forms, and data archiving.

  [Available now] Get started

Modernize IT with Proactive Service Ops
 

• Digital Employee Experience (DEX) Integration: Spot and fix endpoint issues before they impact employees.
   

  [Riverbed Aternity DEX: Full General Availability | ControlUp DEX: Coming Soon in Dec 2025] Get started

• Intelligent Routing: Automatically assign tickets based on agent availability, workload, and skill; cutting manual triage and reducing Mean Time To Resolve.
   

  [Availability & Load based routing - Available now | Skill-based routing - planned Public Early Access Program - January 2026] Get started.

• Conversational Insights: Reduce dependency on static reports and get instant visibility into essential data and insights using simple natural language prompts.
   

  [Conversational Insights, part of Freddy AI Insights, will be available in the Freshservice Enterprise Plan, with early access starting December 1, 2025] Know more.

• Knowledge Content Recommendations: Keep your Knowledge base fresh, relevant, and grounded in employee needs. Freddy AI identifies trending topics and missing knowledge content to proactively manage knowledge creation and updation.
   

  [Available now - Public Early Access Program; General Availability by Dec 1, 2025] Know more.

Deliver modern service management for business teams
 

• Freshservice for Business Teams (FSBT): Previously available only as an add-on, it’s now a fully standalone product, giving HR, Finance, Legal, Facilities, and other business teams the power to launch and manage their own service operations independently; no existing Freshservice IT Service Management (ITSM) implementation required.
   

  [Full General Availability starting Nov 19, 2025] Register your interest here.