Freshworks

Great session coming up from our team 🔥 Jessica Abelson hosts Beyond Paging on Oct 6, with Connor Teague on life after legacy on-call and a live FireHydrant demo. RSVP 👉 https://lnkd.in/eNWXkrsC

It's time to start leveraging service data as operational intelligence: https://lnkd.in/eB6K7Jct

One workflow builder, four teams, and zero switching between tools. Swipe to see how industries across HR, Finance, Facilities, and Legal are putting it to work. Learn more: https://lnkd.in/e-c7uajf

When IT gets service delivery right, the whole org wants in. After launching Freshservice, global medtech leader embecta unlocked rapid deployment speed across 7 business functions including: ✅ 159 workflow automations established ✅ ~1 day resolution time across 240,000+ annual tickets ✅ Service catalog items deployed in days, not months Check out the full case study in the comments.

What does great customer support look like in the age of AI? It’s a question we’ve been thinking about at Freshworks … What does it take to build and operate a high-performing support organization as customer expectations, technology, and the role of AI continue to evolve? To understand that, we went deep into the data. 📊 33,889 accounts. 🗂️1.2 billion service tickets. 🏭63 industries. The *** 2026 Customer Service Benchmark Report *** draws on this breadth of real-world data to provide a comprehensive view of customer service performance today. But the report goes well beyond the numbers. It examines the broader evolution of customer service across industries, regions, and company sizes, and how top-performing teams are moving from AI experimentation to deeper AI operationalization. Whether you’re building a support organization, looking to improve your current operations, or trying to understand how you stack up against your peers, the report gives you the benchmarks and context to make those decisions with greater clarity. #CustomerService #AIinCX #CustomerExperience #Freshdesk https://lnkd.in/gKtwyRrn

We’re taking Refresh Roadshow to The Windy City! 🥳 On October 22, join us on the Chicago River aboard The Odyssey for a day of IT-focused sessions to see how teams like yours are unlocking agility, speed, and rapid innovation for their businesses. You’ll hear from industry leaders and Freshworks customers, get hands-on strategies you can take back to your team, and connect with peers over a little time on the water. Space is limited. Request a spot: https://lnkd.in/eZZ83xUJ

Not all AI mistakes cost the same. Some are minor, but some could cost you a customer. That's why Freshdesk's Email AI Agent lets you set a Confidence Threshold before it hits send. 🔒 High Setting = the agent only replies when it's sure. Everything else gets escalated to a human. ⚖️ Medium Setting = balanced between more auto-replies and fewer handoffs. Start on High while your knowledge base is still earning its keep. Then, dial it back once your deflection data says it's ready. Find it under Build → Configurations → Handover Settings. Learn more: bit.ly/3TezV55

Shouldn't every resolved ticket teach your team something — like where your knowledge base has a gap? With Freddy AI Copilot, it does. It's the knowledge base article nobody had the time to write.

The IT team at Princess Alexandra Hospital NHS Trust had more than 4,500 staff to support and nearly 10,000 IT assets to keep track of. So they changed the way their service worked. With Freshservice, they could provide the most efficient service to their clinicians, so clinicians could treat more patients. Read the full customer story: https://lnkd.in/eSzC6QXe