1、FreshserviceBenchmarkReport 2025Uncomplicating IT,unlocking performance:Data-backed insights for the AI eraAnnual report-2025First Contact Resolution74.14%Resolution SLA96.16%Service desk ticketsHandled by agents34.3%Deflected byFreddy AI Agent65.7%Freddy AI Copilot20%15%35%30%Unresolved tickets by

2、priorityOpen(12)Medium(49)68Tickets20212022202320242025 ITSM65605550First Contact Resolution(%)29.08hrsAverage Resolution Time (ART)Average Resolution Time21.96hoursForewordBy Ashwin Ballal,Chief Information Officer,Freshworks041Executive summary and key findings072Key takeaways from the FBR 2025173

3、Data set and methodology204The seven KPIs of service management 225Empower employees.Multiply agent impact.All with people-first AI.245.1 Freddy AI Agent:Self-service that actually serves employee needs255.2 Freddy AI Copilot:Bestow agents with superpowers296Scale,extend,excel326.1 Automation that u

4、nclogs workflows,and makes rapid impact336.2 Integrations that break silosand barriers356.3 Priority matrices drive fair,fast,and transparent service366.4 Canned responses:Small tool,big impact386.5 Change&problem management:Stability that scales397Provide unified,engaging employee experiences427.1

5、Omnichannel support:Meeting employees where they areeverywhere437.2 Knowledge base:Power to the people,time to the team457.3 Service catalog:One portal.Every request.Zero confusion.46Table of contents8Asset management:Context that saves time,cost,and chaos489Market segment insights519.1 Small&medium

6、 businesses(1-250 employees)529.2 Growing organizations(251-500 employees)539.3 Mid market organizations(501-1,000 employees)549.4 Enterprise(1,000+employees)5510Enterprise service management:When AI and automation come to towneverybody wins5711Closing thoughts:From service desk to strategic driver6