Freshworks

Freshworks Inc. offers a family of cloud products for IT and employee service, customer service, and CRM. Its homepage positions the platform as running employee service and customer support on AI-powered workflows, with Freddy AI providing agents and copilot assistance across the products.

What It Is

Freshworks is a suite of business software covering IT service management, customer support, and sales and marketing. The IT and employee service line includes Freshservice, Freshservice for Business Teams, IT Asset Management, and Freshservice for MSPs. The customer service line includes Freshdesk, Freshdesk Omni, Freshcaller, and Freshchat, and the CRM line includes Freshsales, Freshsales Suite, and Freshmarketer.

How the AI Layer Works

Freddy AI is the AI engine across the products. The site describes AI agents that answer questions, capture and qualify requests, route them to the right team, update records, and run workflows. It also describes a Freddy AI Copilot that helps agents with auto-triage, reply suggestions, live translation, and conversation assistance, plus root cause analysis and proactive insights.

IT and Employee Service Capabilities

The product feature list covers incident, problem, change, and release management, a service catalog, SLA management, CMDB, and orchestration. It also lists IT asset management with automated discovery, hardware, software, and SaaS management, and contract and purchase order management. Operations features include alert management and on-call management, and business teams such as HR, Finance, and Legal can use the same platform.

Customer Service and CRM

The customer-facing products offer ticketing across web, email, and social, chatbots, messaging channels, cloud telephony, knowledge management, and self-service. The CRM features include sales pipelines, sales sequences, contact scoring, workflow automation, and chat campaigns. Shared platform capabilities include custom objects, analytics, a unified customer record, an admin center, and an app marketplace.

Ecosystem and Recognition Claims

The site lists integrations such as Microsoft Teams, Slack, AWS, Azure, Google Cloud, Okta, GitHub, Jira, HubSpot, Shopify, and Stripe, available through its marketplace. Freshworks states it was named a Leader in the 2026 Gartner Magic Quadrant for IT Service Management Platforms, and cites benchmark figures such as 77% faster resolution from its own Freshservice Benchmark Report 2025.