Freshworks launches standalone platform to boost business teams

Freshworks has made its Freshservice for Business Teams platform available as a standalone product, removing the requirement for an existing Freshservice IT Service Management (ITSM) implementation. The change gives HR, Finance, Legal, and other non-IT departments the ability to implement the platform independently to manage internal service requests and workflow processes.

Internal service management platforms are increasingly being adopted outside traditional IT functions. According to data from Freshworks, one in four eligible Freshservice ITSM customers have put Freshservice for Business Teams to use. Over the past year, annual recurring revenue for the product has reached more than USD $35 million as of 30 September 2025, which is double the value recorded in the previous period.

The platform integrates AI capabilities designed to improve efficiency in non-IT use cases. HR, Finance, and Legal staff can use the system to automate routine processes such as account verification or retrieving documents. It also supports agents by generating responses, providing request summaries, and optimising workload distribution.

The University of Oxford has adopted Freshservice and its AI-powered assistant, Freddy Copilot. The university cited simplicity and scalability to support a range of service requests across IT, Finance, and HR teams.

The platform offers features to consolidate disparate tools and data streams. Databricks, a user of the system, reported a 23 per cent deflection rate after implementing self-service options and has rolled out Freshservice to eight additional departments, including Legal and Learning and Development.

“Consolidating from 10 different platforms down to a single intuitive one has not only improved employee experience, it has saved us a significant amount of money,” said Pradeep Singh, VP of Infrastructure and Operations, Databricks.

The system offers workflow templates and prebuilt workspaces to orchestrate complex HR processes such as onboarding and offboarding. These templates are designed to reduce the need for extensive development or customisation. Coherent, a company with 25,000 employees, uses Freshservice for HR requests and compliance.

“We’re excited to integrate Freshservice with even more systems. Our ultimate goal is to create a 'one-stop shop' for the employee experience. Freshservice will remain a central component of our strategy for achieving this,” said Anantha Ganga, CIO, Coherent.

Deployment can be managed by non-technical teams using no-code tools, with built-in data protection and governance features. The system supports integrations with platforms including ADP, DocuSign, Microsoft Teams, Slack, Bamboo HR, and Workday. EDF Renewables selected Freshservice for its ease of use and integration options, using dedicated workspaces to support functions beyond IT, such as facilities management.

The standalone offer is presented as a lower-cost alternative to comprehensive IT suites or limited-function HR tools, according to Freshworks. It is positioned for organisations seeking a simplified approach to supporting employee requests across multiple departments and streamlining fragmented processes.

“Improved employee experiences are one of the top priorities for organizations these days, as are related goals like improved resolution times for requests and issues. For organizations seeking to streamline their processes and reduce complexity without extensive customization requirements, there is a demand for a product that can be deployed quickly to meet the needs of multiple departments,” said Snow Tempest, Research Manager at IDC.