Freshservice Journeys eliminates pain points in the employee experience during various transitions

Freshworks is offering the general availability of Freshservice Journeys, a new AI-assisted capability within its IT and employee service management offering that is designed to streamline complex employee processes across functions.

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, according to the company.

“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.”

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.

“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.”

For more information about this news, visit www.freshworks.com.