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.