Freshworks Inc.
Freshworks provides people-first, AI-powered SaaS for employee service and customer experience. Its software is designed to be powerful yet intuitive, quick to deploy, and to help organizations improve service efficiency, employee productivity, and customer loyalty.
At a Glance
- SMBs with up to 250 employees
- Mid-market companies with 251-5,000 employees
- Enterprises with more than 5,000 employees
- IT, customer support, sales, marketing, HR, Finance, Facilities, and Legal teams
- +1 more
AI Tools by Freshworks Inc.
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Freshworks
AI Powered IT and Customer Service
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Latest News
Freshworks agreed to acquire Torii to extend Freshservice into AI and software-spend governance.
Freshworks unified its global sales organization and appointed Ian Tickle Chief Revenue Officer; Mika Yamamoto departed.
Reported Q4 and FY2025 results: $838.8 million FY revenue, 16% year-over-year growth, and EX ARR above $500 million.
Announced the acquisition of FireHydrant's AI-native incident-management and reliability platform for the Freshservice portfolio.
Products & Services
AI-powered customer-service help desk with ticketing, self-service, knowledge base, collaboration, smart routing, reporting, and workflow automation.
Unified IT and enterprise service-management platform covering ITSM, IT operations, IT infrastructure management, service catalog, asset management, automation, analytics, and conversational support.
Sales-focused CRM for lead, contact, pipeline, deal, and revenue management.
Customer messaging, live chat, bots, and engagement across messaging channels.
Market Position
Freshworks positions itself as an uncomplicated, AI-first alternative that is faster to implement and easier to use than heavyweight enterprise suites, while serving SMB, mid-market, and enterprise customers. Its competitive set includes ServiceNow, BMC, Ivanti, and Atlassian Jira Service Management in ITSM; Zendesk, Salesforce, Intercom, and Oracle/SAP in customer service; and Salesforce, HubSpot, Microsoft Dynamics, and Sage in CRM. Its differentiation is transparent per-user pricing, broad CX/EX coverage, rapid time to value, and increasingly integrated Freddy AI capabilities.
Leadership
Founders
Girish Mathrubootham
Founder and Executive Chairman; CEO from 2010 to 2024. Before founding Freshdesk/Freshworks, he was Vice President of Product Management at Zoho/ManageEngine, where he worked on product strategy, customer support, marketing, and product management.
Shan Krishnasamy
Co-founder and former CTO. He was a technical architect and colleague of Girish Mathrubootham at Zoho/ManageEngine and helped build the company's engineering foundation.
Executive Team
Dennis Woodside
CEO and President
Joined Freshworks as President in 2022; previously COO of Dropbox, held more than a decade of sales and strategy leadership at Google, and was CEO of Motorola Mobility after Google's acquisition.
Kady Srinivasan
Chief Marketing Officer
Previously CMO of You.com and Lightspeed Commerce; has held marketing leadership roles at Dropbox, Klaviyo, Owlet, and other technology companies.
Board of Directors
Founding Story
Mathrubootham saw an opportunity after experiencing the limitations and price increases of incumbent customer-support software, particularly Zendesk, and wanted to build a more affordable, intuitive help desk. He and fellow former Zoho colleague Shan Krishnasamy started Freshdesk in Chennai in 2010; the business later expanded beyond help desk software and rebranded as Freshworks in 2017.
Business Model
Revenue Model
Primarily recurring SaaS subscriptions, generally priced per enabled agent/user and by product functionality, supplemented by professional services and partner/reseller sales. Customers commonly pay monthly or annually, with annual contracts and enterprise arrangements.
Pricing Tiers
AI-powered service over email; Freshdesk page also lists Pro at $89/agent/month billed annually.
AI-powered customer service across channels; Pro is $119/agent/month billed annually.
For startups and SMBs; Pro is $39/user/month and Enterprise is $59/user/month billed annually.
Freshservice pricing starts at $19 per month; higher plans are available.
Target Markets
- SMBs with up to 250 employees
- Mid-market companies with 251-5,000 employees
- Enterprises with more than 5,000 employees
- IT, customer support, sales, marketing, HR, Finance, Facilities, and Legal teams
- Technology, financial services, retail, education, healthcare, manufacturing, and public-sector organizations
- Customer support and omnichannel service
- IT help desk and IT service management
- Employee service and enterprise service management for HR, Finance, Facilities, and Legal
- IT operations, asset management, infrastructure discovery, and incident response
- Sales pipeline and CRM management
- Marketing automation, conversion optimization, and lead nurturing
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