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Say Hello to Freshworks University — Explore the new Freddy AI Courses

  • April 21, 2025
  • 5 replies
  • 294 views
Say Hello to Freshworks University — Explore the new Freddy AI Courses
Kamakshi
Community Manager
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Hello Everyone!

We’re excited to introduce Freshworks University, our revamped education platform designed to help customers master Freshworks products with confidence and clarity. From onboarding essentials to advanced certifications, it’s built to support you at every step — helping you navigate complexities, uncomplicate the learning experience, and drive rapid impact in your business.
 

What’s new with Freshworks University?
 

✅  Role-based learning paths tailored to real-world use cases

✅  Revamped course content across the Freshworks ecosystem

✅  Certifications to validate and showcase product expertise

✅  A simplified, intuitive experience designed to make learning seamless and accessible


On that note, here’s another exciting update — we’ve just dropped a fresh set of courses to help support teams level up with AI-powered tools.
 

Freddy AI Agent (Freshdesk)
 

Learn how Freddy AI Agent enables accurate, 24/7 customer support across channels — and how teams can configure and customize it to scale their service without additional effort.

Explore the Freddy AI Agent Course
 

Freddy Copilot (Freshdesk)
 

Discover how Freddy Copilot helps agents stay productive with smart suggestions, real-time summaries, and contextual assistance across Freshdesk and Freshservice.

Start the Freddy Copilot Course
 

If you’d like to explore the courses, get certified, give feedback, or even co-create content feel free to reach out to  ​@Sai Swasthika , ​@Deepak Rajendran , ​@Ganeshcr14 from the University Core team. They’d love to hear from you!

Freshworks Community Manager

    5 replies

    Joshua.Lawrence
    Top Contributor ⭐
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    It's great to see the University being updated with new content. Will this become a regular process, and will there be certifications for junior members of our teams in addition to the expert courses for super users like us? ​@Sai Swasthika ​@Deepak Rajendran ​@Ganeshcr14 

    Joshua Lawrence
      Sai Swasthika
      Community Manager
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      • Sai SwasthikaCommunity Manager
      • Community Manager
      • May 15, 2025

      Hi ​@Joshua.Lawrence, 

      Absolutely!

      We’re making continuous learning a regular and enriching part of your journey with us. We currently offer three levels of certification tiers: Fundamentals, Advanced, and Mastery — designed to meet learners at different stages of their product expertise.


      For those who want to take up a personalised approach, there are dedicated learning path that guides you from understanding the basics all the way to exploring advanced use cases. These paths are carefully curated to ensure practical relevance and real-world application.

      And everyone who completes a learning path receives a certificate of completion as well. 

      We’ll continue updating the platform with new courses, certifications, and content regularly — so there’s always something new to learn and explore.

        D
        Skilled Expert
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        • Dan Udell
        • Skilled Expert
        • January 12, 2026

        I think you need to review some of the course. I just started looking at P005. Freshservice Advanced and the videos are 6 years old and don’t reflect the Fresh Service Menus and processes that are in place now ​@Kamakshi V 

          Sai Swasthika
          Community Manager
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          • Sai SwasthikaCommunity Manager
          • Community Manager
          • January 13, 2026

          Hey ​@Dan Udell

          Thank you so much for calling this out, and for taking the time to share such specific feedback. We really appreciate it.

          As part of this year’s Freshworks University refresh, we’re actively revisiting the curriculum with a strong focus on retiring outdated content and rebuilding courses to align with the latest product experiences and best practices our customers use today. This includes updated walkthroughs, refreshed demos, and more role-relevant learning paths.

          Feedback like yours is incredibly valuable in helping us prioritize these updates, so thank you again for flagging this. Please keep it coming as it really helps us ensure the learning experience remains current and useful!

            liteblue
            Community Debut
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            • liteblue
            • Community Debut
            • May 16, 2026

            The launch of Freshworks University is a great step toward making AI adoption easier for support teams. The new Freddy AI courses make this AI learning platform more practical by offering hands-on guidance, certifications, and role-based learning paths that help users understand real business use cases. It’s impressive to see Freshworks combining product education with AI-driven support tools to improve both team productivity and customer experience.

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