Freshworks launches AI tool to streamline staff transitions
Freshworks has launched Freshservice Journeys, an AI-powered capability aimed at simplifying complex employee transitions within organisations.
Freshservice Journeys operates within the Freshservice platform and is designed to address common pain points related to processes such as onboarding, offboarding, relocations, and internal employee moves. According to the company, the solution has already been adopted by companies such as EquiTrust, Qualfon, and Coherent, who use it to streamline operations that involve cross-functional teams, including IT, HR, and facilities departments.
AI-powered features
The new capability incorporates AI to automate routine service delivery tasks. Core functions cited by Freshworks include ticket routing, ticket summarisation, contextual replies, and auto-generation of knowledge base articles. The company notes that Freshservice Journeys also offers a no-code or low-code interface, enabling administrators to configure workflows without the need for complex programming expertise. Pre-built templates are available to further expedite implementation.
Freshservice Journeys delivers coordinated collaboration across teams by assigning tasks, automating reminders, and providing real-time progress tracking. These features are designed to improve accountability and simplify responsible task management during an employee's transition through various points in their employment lifecycle.
The platform is described as being adaptable to the specific needs and policies of individual organisations. Using conditions and triggers, administrators can tailor process flows for scenarios as diverse as onboarding technical staff or managing office relocations.
Tackling transition bottlenecks
Organisational challenges during transitions are often attributed to distinct departmental workflows and legacy systems. These can generate inefficiencies and confusion that slow productivity, particularly during onboarding. Freshworks aims to resolve such issues by offering automation that improves coordination and visibility among technology, human resources, and facilities staff.
Srini Raghavan, Chief Product Officer at Freshworks, stated, "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. 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."
Industry observers suggest that companies benefit from unifying departmental workflows, which can reduce repetitive work and improve outcomes throughout the employment cycle.
"Organizations that have implemented cross-functional processes describe them as 'game changers' that reduce friction and bottlenecks. 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," said Snow Tempest, research manager at IDC.
Customer feedback
Several early adopter organisations have provided feedback on their use of Freshservice Journeys.
John Batchelor, Vice President of IT Operations at Qualfon, commented, "Freshservice has completely transformed our offboarding process. 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."
Tabitha Zokaitis, IT Service Management Analyst at EquiTrust Life Insurance, said, "Freshservice Journeys is a game-changer for onboarding. It allows our admins to quickly set up customised 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, Chief Information Officer at Coherent, detailed the platform's rollout at her company: Coherent transitioned all IT workflows to Freshservice within four months, subsequently expanding use to HR onboarding and offboarding processes, with future plans to extend to the facilities and procurement departments.
Freshservice Journeys is aimed at supporting organisations seeking to increase efficiency and improve employee experiences during significant points of transition by offering a platform tailored for cross-department automation and workflow visibility.
