Freshworks Launches Freshservice Journeys to Make Work Life Easier by Removing Frustration from Employee Experiences

Rhea-AI Summary

Freshworks (NASDAQ: FRSH) has announced the general availability of Freshservice Journeys, a new AI-powered capability within its IT and employee service management platform. The solution aims to streamline complex employee processes across different departments including IT, HR, and facilities.

The new offering features AI-powered automation and a no-code interface to simplify employee transitions such as onboarding, offboarding, promotions, and relocations. Key benefits include automated routine tasks, improved cross-functional collaboration, and real-time progress tracking across departments.

Early adopters have reported significant improvements, with Qualfon reducing offboarding time from days to hours, while EquiTrust Life Insurance has streamlined their onboarding processes. Coherent successfully transitioned all IT workflows to Freshservice within four months and expanded its use to HR functions.

Positive

• AI-powered automation handles routine tasks, reducing manual work and accelerating task completion
• No-code/low-code interface enables easy configuration of complex workflows
• Cross-functional collaboration features improve coordination and accountability across departments
• Flexible system allows customization to specific organizational needs and policies
• Early customer implementations show significant time savings in processes like offboarding

Negative

• None.

Insights

Product Strategy Analyst

Freshworks' new AI-powered Freshservice Journeys targets inefficient cross-departmental workflows, addressing a significant enterprise pain point.

Freshworks has launched Freshservice Journeys, an AI-powered capability that addresses a critical enterprise challenge: cross-departmental workflow management. This solution targets the friction points that occur during employee transitions like onboarding, offboarding, promotions, and relocations—processes that typically involve multiple departments and create significant operational bottlenecks.

The strategic value lies in Freshworks' approach to a common enterprise pain point. Traditional workflow management often forces organizations to choose between department-specific tools that create silos or rigid enterprise-wide platforms that lack flexibility. Freshservice Journeys attempts to solve this dilemma by maintaining departmental autonomy while enabling cross-functional coordination.

The product incorporates several key capabilities that align with enterprise IT trends:

• No-code/low-code interface for configuring workflows without technical expertise
• AI automation to handle routine tasks, reducing manual intervention
• Pre-built templates to accelerate implementation
• Real-time visibility across departments to improve accountability

Customer testimonials from Qualfon, EquiTrust Life Insurance, and Coherent validate the solution's market fit, highlighting efficiency gains in critical processes like offboarding and onboarding. The endorsement from IDC research manager Snow Tempest reinforces the strategic importance of cross-functional process management.

This launch represents Freshworks' continued evolution from point solutions to a more integrated enterprise platform. By addressing complex multi-departmental workflows with AI automation, Freshworks is positioning itself to capture more value from existing customers while potentially expanding its market in the competitive IT service management space.

Freshservice Journeys is an AI-powered capability that simplifies complex workflows spanning HR, IT, facilities, and more, to help organizations deliver an exceptional experience during employee transitions

SAN MATEO, Calif., June 30, 2025 (GLOBE NEWSWIRE) -- Freshworks (NASDAQ: FRSH), today announced the general availability of Freshservice Journeys, a new AI-assisted capability within its IT and employee service management offering, designed to streamline complex employee processes across functions—driving efficiency, improving cross-functional collaboration, and delivering consistent, personalized employee experience during critical employee events. With Freshservice Journeys, teams across IT, HR, facilities, and other departments can use no-code workflows to build thoughtful employee experiences in key moments that matter such as onboarding, offboarding, promotions, and relocations.

“Complexity is the enemy of efficiency, and our customers count on Freshworks to remove roadblocks in the employee experience with hyper-personalized, seamless, and uncomplicated service,” said Srini Raghavan, Chief Product Officer at Freshworks. "For years, Freshservice has enabled thousands of organizations to apply modern service management principles across individual departments. With the launch of Freshservice Journeys, Freshworks takes that vision further—eliminating the friction that has long hindered cross-departmental collaboration during complex employee transitions. Organizations can now use AI powered automation to deliver consistently positive employee experiences without sacrificing departmental flexibility.”

Organizations often struggle with legacy systems that enforce rigid workflows and siloed operations. This lack of coordination and accountability across departments leads to bottlenecks and costly inefficiencies—especially during high-impact employee experiences like onboarding. For example, when IT, HR, and Facilities aren’t aligned, new hires may arrive on day one without access to essential tools, systems, or even a workspace, eroding first impressions and delaying productivity. Freshservice Journeys was built to solve these common challenges by automating manual tasks, improving interdepartmental coordination, and enhancing visibility throughout the process.

Key benefits of Freshservice Journeys include:

• AI-Powered Efficiency: Leverages the power of AI to handle routine tasks like setting up accounts, sending reminders, and summarizing tickets. This means less manual work for your team and faster task completion.
• Easy-to-use, intuitive interface: The no-code/low-code interface empowers admins to configure complex workflows effortlessly, or go live even faster using pre-built templates that enable seamless collaboration from HR to IT.
• Seamless Cross-Functional Collaboration: Assigns tasks, automates reminders, and provides real-time progress tracking visible across all relevant departments to enhance coordination, improve accountability, and simplify employee transitions.
• Flexible to Unique Organizational Needs: Uses conditions and triggers to tailor journey paths to specific employee needs and organizational policies.

“Organizations that have implemented cross-functional processes describe them as 'game changers' that reduce friction and bottlenecks,” said Snow Tempest, research manager at IDC. “The most successful enterprises are those that can seamlessly orchestrate cross-functional processes—from onboarding to offboarding—without sacrificing the specialized needs of individual departments. AI-powered automation platforms that can break down these silos while addressing the needs of specific roles have the potential to enable a critical evolution in enterprise service management, enabling companies to deliver the consistent, efficient experiences that today's workforce expects."

Customer-Proven Results

“Freshservice has completely transformed our offboarding process,” said John Batchelor, Vice President of IT Operations at Qualfon. “What used to take days can now be done in hours—with full visibility into task completion, access revocation, and timelines. It’s helped us reduce risk, save time, and deliver a more secure, compliant offboarding experience at scale.”

“Freshservice Journeys is a game-changer for onboarding,” said Tabitha Zokaitis, IT Service Management Analyst at EquiTrust Life Insurance. “It allows our admins to quickly set up customized workflows for different roles, while giving HR real-time visibility into every task. We’re looking forward to further streamlining our processes and saving hours of manual coordination, reducing errors, and ensuring every new hire has a smooth, consistent experience from day one.”

Anantha Ganga, CIO at Coherent, sought to standardize IT service delivery on a single platform. Within just four months, Coherent successfully transitioned all IT workflows to Freshservice. Coherent subsequently expanded its use of Freshservice to support HR needs—such as employee onboarding and offboarding—with plans to expand to facilities and procurement.

To learn more about Freshservice Journeys, visit https://www.freshworks.com/freshservice/journeys

About FreshworksFreshworks Inc. builds uncomplicated service software that delivers exceptional customer and employee experiences. Its enterprise-grade solutions are powerful yet intuitive, and quick to deliver value. With a people-first approach to AI, Freshworks helps teams be more effective and organizations more productive. More than 73,000 companies — including Bridgestone, New Balance, S&P Global, and Sony Music — trust Freshworks to improve service efficiency and fuel long-term loyalty. For the latest updates, visit freshworks.com and follow Freshworks on LinkedIn, X, and Facebook.

© 2025 Freshworks Inc. All rights reserved. Freshworks, Freshdesk, Freshservice, Freddy AI and associated logos are trademarks of Freshworks Inc. All other trademarks are property of their respective owners.

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FAQ

What is Freshworks' new Freshservice Journeys product?

Freshservice Journeys is an AI-powered capability within Freshworks' IT and employee service management platform that streamlines complex workflows across departments like IT, HR, and facilities.

How does Freshservice Journeys improve employee onboarding?

It provides automated task management, cross-departmental coordination, and real-time progress tracking to ensure new hires have access to essential tools, systems, and workspace from day one.

What are the key features of FRSH's Freshservice Journeys?

Key features include AI-powered automation for routine tasks, no-code workflow configuration, cross-functional collaboration tools, and flexible journey paths customized to specific employee needs.

How are companies benefiting from Freshworks' new service management solution?

Companies like Qualfon have reduced offboarding time from days to hours, while EquiTrust Life Insurance has streamlined onboarding processes with improved visibility and coordination.

What types of employee transitions can Freshservice Journeys handle?

The platform handles various employee transitions including onboarding, offboarding, promotions, and relocations through automated workflows and cross-departmental coordination.