SaaS major Freshworks on Thursday announced an expansion of the agentic capabilities of its IT service management business. 

The expansion is anchored around a new no-code Freddy AI Agent Studio that allows organisations to create custom AI Agents or extend the capabilities of domain-specific AI Agents. 

The new capabilities also include ‘Model Context Protocol (MCP) Gateway’ that enables companies to instantly pull external context from third-party tools without custom code allowing organizations to solve complex, cross-departmental issues.  

The announcements were made at the company’s annual Refresh conference. 

“The true measure of AI’s value is not what it can do, it is what it gives back: time, focus, and the freedom for teams to stop fixing yesterday’s problems, and start building what’s next. Our unified ServiceOps foundation, activated with Freddy AI Agent Studio, delivers immediate, controlled orchestration and the architectural agility to deploy AI in weeks, not quarters, allowing our customers to transform service at the speed their business demands,” said Srini Raghavan, chief product officer at Freshworks. “

Published on May 14, 2026