Freshworks
Freshworks (NASDAQ: FRSH) provides AI-first SaaS for IT service management, customer service, and CRM, unified by its Freddy AI platform. It serves 74,000+ businesses across 120+ countries with per-agent subscription pricing, generating $838.8M in FY2025 revenue.
- Company typePublic
- Founded2010
- HeadquartersSan Mateo, United States
- Headcount1,001–5,000
- GTM typeB2B
- OfferingSoftware
What Freshworks does
Freshworks (NASDAQ: FRSH) is a public SaaS company founded in 2010 and headquartered in San Mateo, California, with engineering and operations concentrated in Chennai and Bangalore, India. The company provides AI-first service software through three product families: Freshservice for IT and employee experience management (ITSM, ITAM, ITOM, ESM), Freshdesk and Freshchat for customer service, and Freshsales and Freshmarketer for CRM. The platform is unified by Freddy AI, an embedded AI layer comprising autonomous AI Agents, a Copilot for agent productivity, and AI Insights for analytics, with multimodal capability spanning 40+ languages and integration into Slack, Teams, Workday, Rippling, and major HR/ITSM tools via the new MCP Gateway.
The business model is primarily per-agent subscription SaaS with annual billing (Freshservice Starter at $19/agent/month through custom-priced Enterprise), supplemented by a 14-day free trial product-led growth motion, channel sales through Climb Global Solutions, Accenture, and Deloitte, and emerging consumption-based pricing for AI sessions. Customer concentration is intentionally broad, with 74,000+ customers across 120+ countries, 3,938+ customers spending over $50k ARR, and 1,500+ spending over $100k ARR. Marquee logos include McLaren Racing, Databricks, Seagate, Shopify, Panasonic, Carrefour Belgium, and TaylorMade. Revenue was $838.8M in FY2025, growing to $228.6M in Q1 2026 (+16% YoY), with FY2026 guidance of $958-964M and a public target of $1B in ARR.
The strategic agenda under CEO Dennis Woodside (joined May 2024) is to move upmarket from SMB into enterprise, monetize AI as a distinct revenue line, and consolidate ITSM/ITAM/ITOM into a single ServiceOps platform. Key in-flight moves include the December 2025 acquisition of FireHydrant for incident management, the May 2026 launch of Freddy AI Agent Studio and MCP Gateway, an 11% workforce reduction (~500 jobs) tied to AI productivity, and a $400M share repurchase program. The company is already GAAP profitable, with 85% gross margins, 18% non-GAAP operating margin in Q1 2026, and 24% free cash flow margin.
Freshworks firmographics
Firmographics- Name
- Freshworks
- Legal name
- Freshworks Inc.
- Website
- https://freshworks.com
- Company type
- Public
- Founded year
- 2010
- Operating status
- Operating
- Headcount range
- 1,001–5,000 employees
- Short description
- Freshworks (NASDAQ: FRSH) provides AI-first SaaS for IT service management, customer service, and CRM, unified by its Freddy AI platform. It serves 74,000+ businesses across 120+ countries with per-agent subscription pricing, generating $838.8M in FY2025 revenue.
- Ownership category
- akta.pro rank
Freshworks industry classification
Industry- Product category
- IT Service Management (ITSM) and Customer Experience Software
- NAICS
- Software Publishers (5132), Software Publishers (513210)
- SIC
- Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- IT Incident, Problem & Change Management Platforms (HDAEALAI)
- akta.pro secondary industry
- AI Application Enablement Platforms (Copilot/Agent Frameworks, SDKs) (HDAEANAJ)
Keywords
Where Freshworks is headquartered
LocationHeadquarters
- HQ city
- San Mateo
- HQ country
- United States
- HQ region
- North America
Offices12 records
Markets served
Freshworks business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations
Revenue model
- Subscription SaaS (Per Agent/Seat): Primary revenue model with per-agent monthly subscription pricing across Freshservice, Freshdesk, Freshsales, and other products. Annual billing typically required for lower pricing tiers.
- Enterprise Annual Recurring Revenue: Growing enterprise segment with large contracts; company reported its first $1 million+ ARR deal in Q1 2026. Customers spending over $100k ARR grew 29% YoY.
- AI Sessions/Usage-Based: Freddy AI Agent (Classic) includes 1,200 sessions per year on Enterprise plan, with sessions counted as any interaction a unique user has with an AI Agent within a 24-hour period. Company transitioning toward consumption-based pricing.
- Consumption-Based Pricing: CEO Dennis Woodside announced shift from traditional seat-based pricing to consumption or outcome-based models, with Freshworks' AI agent product already using sessions-based pricing.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Starter - For small teams starting their first service desk |
| Subscription | Annual | Growth - For IT teams building foundational practices |
| Subscription | Annual | Pro - For advancing teams breaking silos and unifying service management |
| Subscription | Multi-year contract | Enterprise - For mature IT organizations driving strategic impact with AI |
| Per seat | Monthly | Freshsales CRM Growth tier |
| Per seat | Monthly | Freshsales CRM Pro tier |
| Per seat | Monthly | Freshsales CRM Enterprise tier |
Go-to-market motion5 records
Distribution channels7 records
Marketing channels8 records
Freshworks product offering
Product offeringCore offering
Freshworks provides AI-first cloud-based SaaS for IT and employee service management (Freshservice), customer service and support (Freshdesk, Freshdesk Omni, Freshcaller, Freshchat), and sales/marketing CRM (Freshsales, Freshsales Suite, Freshmarketer). Its unified platform is powered by Freddy AI, embedding autonomous agents, agent-assist copilots, and AI-driven insights across service workflows for more than 74,000 businesses worldwide.
Product overview
Freshworks provides AI-first service software across a unified platform architecture comprising IT and Employee Experience (Freshservice), Customer Experience (Freshdesk Omni, Freshdesk, Freshcaller, Freshchat), and CRM (Freshsales, Freshsales Suite, Freshmarketer) product lines. The core platform is powered by Freddy AI, an integrated AI layer embedding autonomous agents (Freddy AI Agent), productivity assistance (Freddy AI Copilot), and business intelligence (Freddy AI Insights) across all products. Freshservice serves as the flagship ITSM/ESM platform combining IT service management, IT asset management (enhanced by Device42 acquisition), and IT operations management (augmented by FireHydrant acquisition for incident management). The company operates on a platform-plus-modules model where base products can be extended with add-on capabilities including specialized AI tools like Freddy AI Agent Studio and MCP Gateway for custom agent development and multi-vendor AI governance.
Differentiator
Problem solved
Functional benefit
Brands
- Freshservice: AI-powered IT service management and employee experience platform
- Freshdesk
- Freshdesk Omni
- Freshcaller
- Freshchat
- Freshsales
- Freshsales Suite
- Freshmarketer
- Freddy AI
- Freddy AI Agent
- Freddy AI Copilot
- Freddy AI Agent Studio
- FireHydrant
Products and services
- Freshservice
- Freshdesk
- Freshdesk Omni
- Freshcaller
- Freshchat
- Freshsales
- Freshsales Suite
- Freshmarketer
- Freddy AI
- Freddy AI Agent Studio
Quantifiable outcome
- 356% ROI in under 6 months by boosting productivity, cutting legacy tools, and improving IT efficiency
- +14 more outcomes
Companies that use Freshworks
Customer profileNamed customers20 records
Segments6 records
Ideal customer profiles4 records
Freshworks technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration16 records
AI capability8 records
Feature6 records
Freshworks partnerships and signals
Strategic signalPartnerships
Seven partnerships are on record, tiered core, major, minor and flagship.
- FireHydrantcoreFreshworks announced acquisition of FireHydrant, an AI-powered incident management software provider, to enhance its Service Operations capabilities. The acquisition integrates FireHydrant's ITOM capabilities with Freshworks' ITSM offerings, anticipated to close in early 2026. This creates a unified service operations and reliability system combining IT and employee experiences.
- Device42 Inc.coreFreshworks acquired Device42 Inc. in June 2024 to enhance its IT Asset Management offerings with advanced asset discovery and risk management capabilities, strengthening position in the ITSM market.
- Climb Global SolutionscoreClimb Global Solutions partnership has grown Freshworks-related revenue more than 40% year over year. Climb sells Freshworks products to over 6,000 resellers, MSPs and VARs, targeting the underserved mid-enterprise segment. Partnership has yet to expand into Europe, representing potential doubling of existing business.
- AccenturemajorAccenture serves as implementation partner for enterprise Freshworks deployments, particularly for legacy system migrations from ServiceNow and ManageEngine. Partners taking on larger roles in enterprise customer engagement.
- DeloittemajorDeloitte provides implementation and migration orchestration services for enterprise Freshworks customers, with partners increasingly investing in Freshworks practices.
- Whitlock Infrastructure SolutionsminorImplementation partner supporting New Balance's Freshservice global rollout from day one.
- McLaren RacingflagshipFreshworks became Official Partner of McLaren Formula 1 Team. Freshservice already accelerates the team's IT operation. Freshworks takes a position on McLaren Formula 1 Team cars and kits. Represents flagship sponsorship partnership showcasing product capabilities in high-performance environment.
Scale indicators27 records
Recent moves7 records
Expansion highlights8 records
Freshworks competitors and assessment
Company assessmentDirect peers
- HubSpot: HubSpot is a direct competitor to Freshsales CRM and Freshmarketer, particularly in the SMB and mid-market segments with similar product-led growth motions.
- BMC Software (Helix ITSM): BMC Helix is an enterprise ITSM platform with strong ITOM and AIOps capabilities, competing with Freshservice in the upper mid-market and large enterprise segments.
- Ivanti: Ivanti is an ITSM and ITAM competitor with strong presence in endpoint management and service management, particularly in larger enterprise and government customers.
- ManageEngine (Zoho): ManageEngine is a direct ITSM competitor offering affordable, on-premises and cloud service desk software. It is one of the legacy providers Indian Freshworks partners are actively displacing.
- Intercom: Intercom is a direct competitor to Freshchat/Freshdesk in AI-powered customer support and conversational AI. Recently launched Fin AI agent in a similar motion to Freshworks' Freddy AI Agent.
- Atlassian (Jira Service Management): Jira Service Management is a direct ITSM competitor combining IT service desk with Atlassian's DevOps tooling ecosystem, competing head-to-head with Freshservice in mid-market and engineering-led IT teams.
- Zendesk: Zendesk is a direct competitor to Freshdesk in the customer service/experience software market. Both offer AI-augmented ticketing and self-service capabilities targeting SMB and mid-market.
Emerging players
- PagerDuty: PagerDuty is an incident management and AIOps platform that overlaps with the FireHydrant capabilities Freshworks acquired. Useful as a comparable for the ITOM/incident response market Freshworks is targeting.
Broad incumbents
- Salesforce (Service Cloud): Salesforce Service Cloud competes with Freshdesk in CX, while Salesforce's CRM platform competes with Freshsales. A broad incumbent with overlapping capabilities across IT, customer service, and CRM.
- ServiceNow: ServiceNow is the dominant enterprise ITSM and ServiceOps platform with deep CMDB, ITOM, and workflow capabilities. It is Freshworks' primary competitor in the upper enterprise segment where Freshworks is trying to expand.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat6 records
Key risks5 records
Key highlights7 records
Customer concentration
Freshworks social profiles
Digital presenceFreshworks compliance and trust
Trust signalCompliance7 records
Freshworks financial estimates
Financial estimateRevenue estimate
Valuation estimate
Freshworks leadership team
Management profileNumber of profiles
Profiles19 records
Freshworks subsidiaries and ownership
Company hierarchySubsidiaries3 records
Freshworks funding detail
Funding detailFunding overview
Funding rounds9 records
Investors7 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Freshworks M&A and investment
M&A and investmentM&A16 records
Investments5 records
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Freshworks
What does Freshworks do?
Freshworks provides AI-first cloud-based SaaS for IT and employee service management (Freshservice), customer service and support (Freshdesk, Freshdesk Omni, Freshcaller, Freshchat), and sales/marketing CRM (Freshsales, Freshsales Suite, Freshmarketer). Its unified platform is powered by Freddy AI, embedding autonomous agents, agent-assist copilots, and AI-driven insights across service workflows for more than 74,000 businesses worldwide.
Is Freshworks a public or private company?
Freshworks is a public company. It is classified as public and is currently operating.
When was Freshworks founded?
Freshworks was founded in 2010. It employs 1,001 to 5,000 people.
Where is Freshworks based?
Freshworks is headquartered in San Mateo, United States, in the North America region.
How does Freshworks make money?
Four revenue lines are on record. Subscription SaaS (Per Agent/Seat) is the primary driver. The others are enterprise Annual Recurring Revenue, AI Sessions/Usage-Based and consumption-Based Pricing.
Who are Freshworks's main competitors?
Direct peers on record are HubSpot, BMC Software (Helix ITSM), Ivanti, ManageEngine (Zoho), Intercom, Atlassian (Jira Service Management) and Zendesk. PagerDuty is listed as an emerging player. Broad incumbents are Salesforce (Service Cloud) and ServiceNow.
Does Freshworks have an API?
No public API is recorded for Freshworks.
What industry is Freshworks in?
Freshworks's product category is IT Service Management (ITSM) and Customer Experience Software. Its primary akta.pro industry code is HDAEALAI, IT Incident, Problem & Change Management Platforms, with a secondary code of HDAEANAJ, AI Application Enablement Platforms (Copilot/Agent Frameworks, SDKs). Its NAICS code is 5132 and its SIC code is 7370.