Freshworks launches Freshservice Journeys to streamline employee service workflows

Customer service and support software firm Freshworks Inc. today announced the general availability of Freshservice Journeys, a new artificial intelligence-assisted feature within its information technology and employee service management platform.

The tool is designed to simplify complex employee lifecycle events, such as onboarding, offboarding, promotions and relocations. It allows cross-functional teams such as IT, human resources and facilities to build no-code workflows that ensure consistent, personalized employee experiences.

“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,” explained Chief Product Officer Srini Raghavan. “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.”

Freshworks Journeys was created to help organizations deal with legacy systems that create inefficiencies. In one example provided by Freshworks, new hires may arrive on day one without access to essential tools, systems or even a workspace when IT, HR and facilities aren’t aligned, resulting in negative first impressions and delaying productivity. Freshworks Journeys solves such challenges by automating manual tasks, improving interdepartmental coordination and enhancing visibility throughout the process.

Among the benefits promised by Freshservice Journeys are AI-powered automations that streamline routine tasks such as account setup, ticket summarization and reminders. By reducing manual work, teams can complete tasks faster and focus on more strategic initiatives.

Freshservice says Journeys is easy to set up and use, with a no-code and low-code interface that allows administrators to easily configure complex workflows. Prebuilt templates further aid deployment to assist with collaboration across various organizational departments.

Among other features, Freshservice Journeys additionally enhances cross-functional coordination by automating task assignments, reminders and real-time progress tracking. The company says the service supports flexible journey paths using conditions and triggers, allowing organizations to align workflows with unique employee needs and internal policies.

In testing before the general availability launch today, feedback on the service has been positive, the company says. John Batchelor, vice president of IT Operations at outsourcing services company Qualfon, said that “what used to take days can now be done in hours with full visibility into task completion, access revocation, and timelines” and that “it’s helped us reduce risk, save time and deliver a more secure, compliant offboarding experience at scale.”

Freshworks was in the news earlier this month when it debuted an expanded version of its Freddy Agentic AI Platform, adding new capabilities that go beyond answering service queries to autonomously resolving them.

Photo: Freshworks

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