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: freshworks.com/events/refres…

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: freshworks.com/freshdesk/omn…

Your agents just solved the same issue for the third time this month. Somewhere, an article should've stopped that. Freddy AI Copilot finds those gaps and lets knowledge managers assign them for action.

The IT team at Princess Alexandra Hospital NHS Trust had 10,000 reasons to rethink IT. But the biggest reason? The patients who could be impacted when clinicians spent more time managing phone calls. They switched to Freshservice and turned that into 1,000 monthly calls, 48 hours faster ticket resolution, and one centralized view of their IT estate. See how they did it: freshworks.com/customers/sto…

What does it really take to perform when the pressure is on? Today at the @McLarenF1 Technology Centre, we brought that question to life in conversation with McLaren Mastercard Formula 1 Team Driver @OscarPiastri, focusing on performance and what happens behind the scenes when every decision matters. A brilliant day at the MTC! Thank you to McLaren, our speakers, customers, and everyone who joined us today.

Freddy AI is moving deeper into everyday service work. AI Agents are now easier to build and ready to tackle the email inbox. And our Copilot is evolving and becoming more proactive and conversational. MCP Gateway connects the growing AI service environment. Catch up on what we’ve been up to this summer: bit.ly/3TbpHSN

We won the 2026 @trustradius Tech Cares Award! It’s a testament to the impact of the Freshworks Software Academy, dedicated to equipping students from underserved backgrounds with tech skills, mentorship, and career opportunities. We’re proud of the team and mentors who make the program a success every day 🎉

From Melbourne dreams to Formula 1 speed. 🇦🇺 🏁 @OscarPiastri knows performance starts with the right team, the right technology and systems that keep everything moving at race speed. That’s why McLaren Mastercard Formula 1 Team chose Freshworks as its official ITSM partner. This September, Freshworks will be at Gartner IT Symposium/Xpo™ on the Gold Coast. Come see race-speed IT in action at Booth 213. And while you’re there, you could even take home a McLaren cap signed by Oscar Piastri 👀 @McLarenF1

What does gold-standard customer support look like in the age of AI? 🤔 We analyzed 1.2 billion support tickets across 63 industries. And here's our clearest finding: 📈 AI has moved past experimentation. 43.6% of customer support teams now use AI across their core service workflows (up from 32% last year.) 🔍 Inside: what the top 20% are doing differently across nine metrics, broken down by industry, company size, and region. ➡️ Consider this your cheat code to the new rules of modern customer support. freshworks.com/resources/cus…

Say goodbye to manual HR tasks. With AI-powered HR service delivery with Freshservice for Business Teams, teams can launch custom AI agents to resolve routine requests and streamline complex employee moments. See how it works 👇 freshworks.com/freshservice/…

16 acquisitions. 18 legacy systems. 5 countries. Northern European IT leader Fellowmind unified 18 siloed tools into one coherent Freshservice data model. See how they scaled operations from HR to IT, plus doubled managed services revenue. Read their story: freshworks.com/customers/sto…

Congratulations to our CMO @KadySrinivasan on being named among the Top 25 CMOs of 2026 by @TechDogs_Inc 🎉 We’re proud to see Kady’s innovation and leadership recognized by Tech Dogs!

Stop chasing service desk anomalies. Freddy AI Insights in Freshservice automatically flags ticket spikes and uncovers the root cause in seconds.

Freshdesk’s Email AI Agent does more than just handle emails automatically. Teams can customize their AI agent by tone and behavior, connect knowledge sources, and set escalation rules. Watch the demo to see it in action: freshworks.com/freshdesk/omn…

At a cancer clinic, the time between a system alert and a clinician losing access matters more than any SLA metric. @AONOncology's 40-person IT team supports 140+ locations. One administrator now manages the entire Freshservice environment in under 2 hours a week. That's time back for everything else that matters. William Keeney explains. 👇 freshworks.com/customers/sto…

Manchester Metropolitan University serves 45,000 students and staff across 90 service teams, each running its own way of working. Read the full customer story: freshworks.com/customers/sto…