Freshworks

IT Service Management (ITSM) and Customer Experience Softwarefreshworks.com

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

IT service management
Customer service software
AI service platform
Sales CRM software
Enterprise service management

Where Freshworks is headquartered

Location

Headquarters

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 offering

Core 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 profile

Named customers20 records

Segments6 records

Ideal customer profiles4 records

Freshworks technology and API

Technology

Technology 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 signal

Partnerships

Seven partnerships are on record, tiered core, major, minor and flagship.

FireHydrantcoreStrategic or Co-development Partner · 29 December 2025Freshworks 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.coreStrategic or Co-development Partner · 1 June 2024Freshworks 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 SolutionscoreChannel Partner/ Reseller/ DistributorClimb 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.
AccenturemajorImplementation/ SI/ Consulting PartnerAccenture 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.
DeloittemajorImplementation/ SI/ Consulting PartnerDeloitte provides implementation and migration orchestration services for enterprise Freshworks customers, with partners increasingly investing in Freshworks practices.
Whitlock Infrastructure SolutionsminorImplementation/ SI/ Consulting PartnerImplementation partner supporting New Balance's Freshservice global rollout from day one.
McLaren RacingflagshipGTM or Marketing PartnerFreshworks 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 assessment

Direct 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 compliance and trust

Trust signal

Compliance7 records

Freshworks financial estimates

Financial estimate

Revenue estimate

Valuation estimate

Freshworks leadership team

Management profile

Number of profiles

Profiles19 records

Freshworks subsidiaries and ownership

Company hierarchy

Subsidiaries3 records

Freshworks funding detail

Funding detail

Funding 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 investment

M&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?

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.