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IT service delivery hits
record performance

Compare your metrics with benchmarks from 10,743 teams. Discover AI
trends and data-backed strategies to boost efficiency in 2025.

Freshworks analyzed 187M+ tickets from 10,743 organizations in 118 countries to create the most comprehensive view of IT service desk and operations performance.

The Freshservice Benchmark Report 2025 gives you the exact benchmarks across 7 core service management metrics, shows how AI is driving results with 76.6% faster resolutions, 65.7% ticket deflection, and 431,270 agent hours saved, and unveils the first-ever Enterprise Service Management benchmarks for HR, Finance, and beyond.

Inside, you’ll learn:

  • How your team stacks up against the world’s best service desks
  • The top ITSM trends shaping 2025—from AI to unified asset management
  • Where to invest for maximum efficiency, employee satisfaction, and business impact

Whether you’re optimizing your service desk or scaling ITSM practices across the enterprise, this report is your annual roadmap to stay ahead of the curve.

Download the report

Download the report

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    About Freshworks Inc.

    Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X

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