Freshservice Benchmarking Report: Key insights and trends
Hello Freshworks Community!
We’re excited to launch the Freshservice Benchmark Report 2025 — our most expansive edition yet. With sharper insights and a broader scope, this year’s report validates how our customers are truly Uncomplicating IT.
From IT to business teams, from AI breakthroughs to automation maturity — this report captures the trends shaping modern service delivery. In this walkthrough session on September 24, our experts
📊 Key highlights from the report
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187M+ tickets analyzed across 10,743 organizations in 118 countries
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AI in action: 76.6% faster resolution, 41.1% faster first responses, 65.7% ticket deflection, and 431,270 agent hours saved
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Enterprise Service Management benchmarked for the first time — HR, Facilities, and Finance matching IT performance
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Unified IT in practice — ITSM, ESM, and ITAM working together under one AI-powered platform
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Record improvements across KPIs — from ART and AFRT to SLA adherence and FCR
🎯 What you will takeaway -
✅ A clear view of industry benchmarks to measure your own IT performance
✅ Insights into how AI and automation are shaping modern service delivery
✅ Fresh perspectives on cross-functional alignment across IT and business teams
✅ A deeper understanding of the trends defining ITSM, ESM, and ITAM in 2025
Note: This is a report walkthrough session. It will focus on insights from the benchmark report — not a product demo.
Register now!
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