The 2026 Service Desk Blueprint: Scaling with AI

The traditional service desk is failing, burdened by rising costs and agent burnout.

Freshworks’ 2026 Blueprint advocates for an AI-assisted, people-ready model to break the link between ticket volume and headcount. Key data shows that Freshworks’s Freddy AI Agents can deflect 65.7 per cent of tickets, while AI copilots reduce resolution times by 76.6 per cent.

By prioritising experience-level agreements (XLAs) and focusing on how support feels rather than just speed, businesses eliminate hidden costs such as rework. This modular strategy empowers help IT teams to scale effectively, ensuring workplace support remains instant and effortless.

Download the 2026 Blueprint to see how to scale your service desk without increasing headcount