Freshworks launches no-code AI agent builder for IT teams

Freshworks unveiled Freddy AI Agent Studio and an MCP Gateway at its annual Refresh conference, expanding agentic capabilities in its Freshservice ITSM platform. The no-code studio lets enterprises build or deploy prebuilt AI agents across service workflows, integrating with Microsoft Teams, Slack, Workday and Rippling. The MCP Gateway connects Freddy AI to third-party tools like Notion, ClickUp and Linear without custom code. The release also introduces AI Insights with Experience Level Agreements, measuring IT performance against employee sentiment rather than just response times. Freshworks cited data showing 47% of IT tickets are submitted outside business hours, framing the gap as a ghost shift problem. The company competes against ServiceNow, Atlassian and Salesforce in the fast-moving enterprise agentic AI market.