Prime Highlights
- Freshworks has released Freshservice for Business Teams as an independent product, enabling HR, Finance, and Legal teams to use it without an ITSM setup.
- The platform aims to meet rising demand for internal service management tools across non-IT departments.
Key Facts
- Freshservice for Business Teams achieved USD 35 million in annual recurring revenue as of 30 September 2025, doubling year over year.
- Organisations like Databricks saw a 23% deflection rate after expanding the platform to multiple departments and consolidating tools into one system.
Background
Freshworks has launched Freshservice for Business Teams as a standalone product. Now, HR, Finance, Legal, and other non-IT departments can use it on their own. Earlier, they needed an existing Freshservice ITSM setup. The company says this change will help meet the growing demand for internal service management tools in non-IT areas.
Freshworks stated that internal service platforms are rapidly expanding in areas such as HR and Finance. One in four eligible Freshservice ITSM customers now use Freshservice for Business Teams. The product’s annual recurring revenue passed USD 35 million on 30 September 2025, which is double what it was the year before.
AI remains a major part of the platform’s offering. The system helps teams automate routine tasks, generate responses, summarise requests, and distribute workloads. Organisations such as the University of Oxford use Freshservice and its AI assistant, Freddy Copilot, to support service requests across IT, HR, and Finance.
The platform also helps companies bring together scattered tools and data. Databricks reported a 23% deflection rate after adding self-service options and expanding the platform to eight more departments, including Legal and Learning and Development. Pradeep Singh, VP of Infrastructure and Operations at Databricks, said that moving from 10 platforms to one system improved the employee experience and cut costs.
Freshservice provides workflow templates that simplify complex HR tasks, such as onboarding and offboarding. Coherent, a company with 25,000 employees, uses the platform to handle HR requests and meet compliance requirements.
The no-code deployment model lets non-technical teams set up the system easily. It works with major tools like ADP, DocuSign, Microsoft Teams, Slack, and Workday. EDF Renewables chose the platform because it is easy to use and supports functions like facilities management.
Freshworks said the standalone version is a lower-cost option for organisations seeking simpler, faster tools to manage employee requests across departments. Snow Tempest, Research Manager at IDC, said companies increasingly want streamlined processes and faster resolution times without heavy customisation, creating strong demand for such unified service platforms.
