Freshworks

Freshworks currently markets customer-service, IT-service, CRM and AI products under the Freshworks brand.

Freshworks Inc. is a Delaware corporation headquartered in San Mateo and listed on Nasdaq as FRSH. For 2025 it reported $838.809 million revenue, $13.205 million GAAP operating income, $183.723 million GAAP net income, approximately 4,500 employees including approximately 3,600 in India, and nearly 75,000 paying customers across roughly 170 countries. More than 60% of ARR came from customers above 250 employees. The filing defines current CX, EX and Freddy AI portfolios and says the net-income result benefited from a $151.7 million deferred-tax valuation-allowance release.

Freshworks reported 2025 revenue of $838.8 million, GAAP operating income of $13.2 million, non-GAAP operating income of $178.0 million, operating cash flow of $242.4 million, adjusted free cash flow of $223.1 million and Freddy AI ARR above $25 million in Q4.

For Q1 2026 Freshworks reported $228.633 million revenue, $8.060 million GAAP operating loss, $4.810 million GAAP net loss, $62.389 million operating cash flow, 25,088 customers above $5,000 ARR, 3,938 above $50,000, 1,646 above $100,000 and 106% NDR.

The unaudited filing confirms Q1 2026 financials and the 1 January 2026 FireHydrant acquisition for preliminary cash consideration of $88.737 million. It reports an adjusted-free-cash-flow presentation whose $55.828 million company figure includes $0.719 million acquisition costs paid.

The proxy names Dennis Woodside as CEO and President, Tyler Sloat as CFO and COO, Ian Tickle as CRO and Roxanne S. Austin as independent board chair. It says Girish Mathrubootham retired as Executive Chairman effective 1 December 2025 and details dual-class voting ownership as of 31 March 2026.

The registration statement identifies Rathna Girish Mathrubootham as a co-founder and says Freshworks began in a 700-square-foot warehouse in Chennai in 2010. It records the private-capital history but not a clean cumulative private-funding total.

Freshworks approved a workforce restructuring expected to affect approximately 500 employees, or about 11% of the global workforce, with substantial completion expected by 30 June 2026. Exact post-plan headcount was not disclosed.

Freshdesk Omni publishes Growth at $29, Pro at $79 and Enterprise at $119 per agent/month billed annually. It includes omnichannel support and Freddy AI Agent Studio; the page publishes 500 included AI sessions and $49 per 100 sessions, with chat sessions defined over 24 hours and email sessions over 72 hours.

Standalone Freshdesk publishes Growth at $19, Pro at $55 and Enterprise at $89 per agent/month billed annually, with a free six-month offer for one or two agents. Current AI-agent access is narrower than Omni and centered on Email AI Agent on eligible plans.

The help article describes AI Agent Studio for Freshdesk Omni and Email AI Agent, a one-time 500-session inclusion, session packs and Copilot/Insights role controls. Its text contains a pack-size inconsistency, describing both a 100-session purchase and a 50-session auto-recharge pack.

Freshworks publishes Copilot at $29 per agent/month annually or $35 monthly, including INR pricing. Copilot provides summaries, rewriting, article generation, intent detection, translation and other assistive functions; Insights had beta wording on this dated surface.

The official SKU list exposes regional and add-on prices, including a Freddy AI Agent 1,000-session pack at $100, which is not reconciled with live product pages showing $49 per 100 sessions.

Freshdesk positions Freddy AI Agent, Copilot and Insights together. AI Agent resolves knowledge-grounded queries; Copilot summarizes, drafts, translates, triages and recommends; Insights analyzes service operations. The page uses several inconsistent automated-resolution percentages without complete cohorts.

AI Agent Studio covers knowledge, workflows, instructions, languages, behavior, fallback, handover, testing, deployment to web chat and social messaging, conversation logs and performance/improvement views. Archived agents retain analytics and conversations while configuration is deleted after 30 days.

The no-code builder chains data collection, conditions, REST or MCP actions, responses and handoffs. Examples include RTO status, COD issues, tracking, exchanges, cancellations and refunds. Authors can require customer confirmation for consequential actions such as canceling orders, refunds, subscription changes and billing updates.

Freshworks distinguishes knowledge answers from executable workflows. Documented examples collect an order ID, check eligibility, obtain confirmation, cancel an order through an API, fetch order status and hand off exceptions.

Freshworks describes commerce agents that check inventory, place and track orders, and handle returns/exchanges; logistics agents that track shipments, schedule pickups, validate documents, automate claims and reverse logistics; and Command Center with customer, order, shipping and payment context. It distinguishes Copilot suggestions and single-click human actions from configured AI Agent workflows. Early-access deflection claims are vendor aggregates without complete lineage.

Freshdesk markets ticket intake, routing, SLA and resolution workflows plus prebuilt agentic workflows for pricing-plan updates, orders, appointments and troubleshooting with contextual handoff.

The page describes knowledge-grounded AI agents supporting more than 60 languages, citations, custom APIs, Shopify, Stripe, Shiprocket and ShipStation connections, and contextual human handoff.

Current 2026 updates include Auto QA and self-checks, file controls, reusable authentication presets, workflow deletion guardrails, bot management and more precise analytics.

Native Freshdesk MCP is beta/EAP for selected Enterprise customers. It uses API-key authentication, publishes limits of 100 calls per minute and 5,000 actions per month, and exposes ticket, contact, agent, group, company and knowledge tools to supported clients.

The developer MCP server supports custom-app development, validation, testing and submission workflows. It is separate from the selected-customer Freshdesk MCP server and does not by itself execute merchant service tasks.

Freshworks provides product APIs, OAuth, a serverless app platform, SDKs and marketplace distribution for custom and public apps.

The free app is published by Freshworks, lists ten AI actions and supports Freshdesk Omni, Freshchat, Freshsales and Freshsales Suite. Using merchant-provided Shiprocket API credentials it can find orders, track AWBs, create custom orders, generate AWBs or labels, schedule pickups, cancel orders and create return shipments. The listing carries a Freddy AI governance disclaimer and discloses no commercial terms or outcome metrics.

The current Freshworks-published app directly exposes Shiprocket order creation, label/AWB generation, pickup scheduling, cancellation, tracking and return-shipment creation as authenticated AI actions.

The current integration supports multiple Shopify stores and displays customer, order, payment and shipping context. Authorized human agents can cancel unfulfilled orders and issue full or partial refunds from Freshdesk, with optional restocking and notification.

This separate free, verified app is published by Spritle Software and provides Shiprocket order lookup and tracking in Freshchat, Freshsales and Freshsales Suite. It does not support Freshdesk Omni and is distinct from the current Freshworks-published AI Actions app.

Freshworks distributes verified first-party and partner applications across its product portfolio.

Connector apps provide prebuilt, consumption-priced ways to synchronize and automate API systems from Freshdesk.

The ecommerce collection lists Stripe, WooCommerce, BigCommerce, LoyaltyLion and other partner apps supporting order, payment, subscription and rewards context. App-specific publisher and product boundaries apply.

Freshsales Suite publishes Growth at $9, Pro at $39 and Enterprise at $59 per user/month billed annually; Growth includes 500 marketing contacts and multichannel CRM and campaign functionality.

The current suite covers landing pages, lead generation, visitor intent, AI chatbots, email, phone, WhatsApp and chat, personalized campaigns, lifecycle journeys, deal insights, forecasting and repeat-purchase, cross-sell and upsell workflows.

Freshmarketer publishes a free 100-contact entry and a $15/500-contact paid entry labeled Enterprise on this page. Included functions cover email/social campaigns, segmentation, WhatsApp/SMS, transactional emails, custom audiences, automated journeys, attribution, optimization, recommendations and CRO.

This comparison page labels the $15 paid plan Growth and expresses it per agent/month billed annually, contradicting the main pricing page's Enterprise label and monthly expression. It also lists AI campaign, subject and recommendation add-ons.

Freshworks offers onboarding tiers, implementation, managed administration and end-to-end Freshchat bot implementation. These are human-delivered services rather than autonomous software actions.

Freshworks launched a Shopify-oriented ecommerce CRM package in 2022. The packaging is historical; current scoring relies on live Freshsales, Freshmarketer, Freshdesk and marketplace sources.

Freshworks documents selectable data regions including India alongside the United States, EEA, UAE and Australia, subject to product and account availability.

Freddy recommendations can populate abandoned-cart, cross-sell, upsell and post-purchase email campaigns from connected product and customer data.

Current Freshmarketer features include Shopify/WooCommerce segments, cart-abandonment and post-purchase journeys, email/SMS/WhatsApp/social campaigns, conversion optimization, attribution and ecommerce dashboards.

Freshchat publishes a free tier for up to ten agents, paid plans at $19/$49/$79 per agent/month annually, AI Agent at $49 per 100 sessions and Copilot at $29 per agent/month annually.

The library includes order-status/WISMO patterns and provider connectivity across Shiprocket, Shopify, WooCommerce, BigCommerce, Easyship, FedEx, DHL, ShipStation and Shippo.

Freshdesk AI Agent supports reusable REST and MCP actions, dynamic variables, chained calls and customer confirmation before sensitive actions. Provider examples include Shiprocket and shipping trackers.

Freshworks provides deployable ecommerce, logistics, travel, fintech and HR agents with preloaded workflows and configurable execution order.

Testing supports up to 100 queries per bulk run, up to 50 generated samples and review of response, source, confidence and fallback behavior.

Performance views cover deflection, completion, handoff, workflows, knowledge, feedback and ticket logs. Performance and Improve views apply more fully to Chat AI Agent; Email AI Agent uses ticket logs.

Freshworks describes content safety, PII protections, role-based access, per-interaction audit logs, encrypted exchange and prompt-attack protections for Freddy AI.

Freshworks offers guided adoption sessions intended to help customers configure and use product capabilities after purchase.

The REST API supports creating, reading, updating and deleting tickets, contacts and related Freshdesk objects, with permissions inherited from the authenticating user or role.

The current catalog lists Freshdesk Omni, Freshdesk, Freshchat and Freshcaller in customer experience; Freshservice in employee experience; and Freshsales, Freshsales Suite and Freshmarketer in CRM.

At freeze time the official sitemap exposed 161 canonical customer-story pages and 68 customer-video pages. Current product metadata identified 78 named CX, CRM or Freddy stories retained here; Freshservice-only IT cases, anonymous stories and duplicate video or legacy pages were not promoted into separate merchant-CX records.

Freshworks' official story identifies Daikin as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies iQor and reports 39% monthly-ticket reduction; ~35% deflection; 70% fewer failed changes YoY. Complete calculation lineage is not disclosed.

Freshworks' official story identifies American Oncology Network and reports <30-day implementation; 3-minute response; 4.89 CSAT. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Seagate and reports 3-month global implementation; 94% first-contact resolution; 32% AI-agent ticket deflection. Complete calculation lineage is not disclosed.

Freshworks' official story identifies iPostal1 and reports 54% AI-chatbot resolution; 30,000 monthly conversations; 98% resolution-SLA compliance. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Amerisure and reports 95% faster ticket-trend analysis; 4,000+ hours saved; 97% faster employee onboarding resolution. Complete calculation lineage is not disclosed.

Freshworks' official story identifies inMusic and reports 87% lower first-response time; 85% average 2025 CSAT; $500,000 annual savings. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Regal Cineworld Group and reports 700+ lost-item tickets auto-resolved monthly; 60–70% membership queries; 24-hour global response standard. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Bangor Savings Bank and reports 98% customer-support SLA resolution; 95% ITSM SLA resolution; 71,000 quarterly support tickets. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Satair and reports 40% lower average handling time; 80% of two-way communication through Freshdesk. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Frasers Group and reports >25% deflection; <60-second average response; 18,000+ hours saved. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Effective Solutions as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Body & Fit and reports 83% CSAT; 28% lower contact rate; 32% lower contact volume. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Grofers and reports 75% CSAT; <1-hour first-call response; ₹500 to ₹1,200 average order value. Complete calculation lineage is not disclosed.

Freshworks' official story identifies SuprDaily and reports 50 agents; 10× customer growth handled; 4,000 daily messages. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Collinson and reports 1,200 daily chats; 120 automations. Complete calculation lineage is not disclosed.

Freshworks' official story identifies JLA as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies COCHA as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Snapplify as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Oceanic Catering as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies SIN Implant and reports 90%+ CSAT; 85% shorter customer wait; 50% first-call resolution. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Forest Essentials as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Avanse as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Upstox as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies CliqStudios as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies WebBeds as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Supara Group and reports 846 average daily tickets; <5-hour average resolution; 96.72-second average call handling. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Fitness Passport as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Commercial Bank of Dubai as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Styli and reports 45% of queries handled by AI agents; 42% better resolution time; 85% of interactions through WhatsApp. Complete calculation lineage is not disclosed.

Freshworks' official story identifies MakeMyTrip and reports 3× agent efficiency; 8M monthly visitors; 1,000+ daily chats. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Zalora and reports 5% QoQ CSAT increase; 75% repeat-customer conversion; four customers served concurrently per agent. Complete calculation lineage is not disclosed.

Freshworks' official story identifies MTN Cameroon as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies BrewDog and reports 10% CSAT increase; 10× pandemic service-request growth. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Bahamas Government as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Saviynt as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Lori Systems as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies SOCAR Malaysia and reports 95 chats per agent; 97% team efficiency. Complete calculation lineage is not disclosed.

Freshworks' official story identifies NIC ASIA Bank and reports 82% first-contact resolution by chat; 99% first-response SLA. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Jeffco Public Schools as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Big Bus Tours and reports 72% annual service-cost recoup; 20% faster resolution/handling; 22% higher employer NPS. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Hired and reports 2-hour average first response; 7.5-hour average resolution. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Springer Nature and reports 81% CSAT; 25% of escalations handled through Slack; 350 agents. Complete calculation lineage is not disclosed.

Freshworks' official story identifies PharmEasy and reports 50% lower support cost per order; 75% faster resolution; 45% self-service deflection. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Trainline as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Bel USA and reports 1m04s average response; 11-minute average resolution; 28% campaign response. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Lesley University and reports 75% first-contact resolution; 1,150 monthly tickets; 40 agents. Complete calculation lineage is not disclosed.

Freshworks' official story identifies MultiChoice and reports 95% CSAT; 94% first-contact resolution; 10% lower handling time. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Bridgestone and reports 150 days on Freshdesk; 4,000+ tickets solved; 15 agents. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Kongskilde as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Dexion as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Jupiter Money as a named customer and describes the deployment qualitatively; no usable quantified headline outcome was retained.

Freshworks' official story identifies Synergy Enterprise Solutions and reports 40% MRR increase in six months; 90% faster outbound-contact growth in 12 months; 20% less administrative time. Complete calculation lineage is not disclosed.

Freshworks' official story identifies 7-Eleven and reports 98% of tickets within SLA; 3-hour first response; 95% of calls within SLA. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Klarna and reports 60-second first response; 3× chat-query growth; 1M daily transactions. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Hamleys and reports 50% cost reduction; <48-hour implementation. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Lalamove and reports 58% higher customer engagement; 24% higher sales conversion. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Blue Nile and reports 30% fewer appointment no-shows; 90% first-touch resolution; 200 online agents. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Tata Digital and reports 50% bot deflection; 50% higher CSAT; 120M bot-led resolutions in six months. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Decathlon and reports 82% CSAT; 30% lower first-call response time; 95% SLA with 17× ticket volume. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Ryan Specialty and reports 20% CSAT increase; 75% first-contact resolution; 3.5-minute chat resolution. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Hinge Health and reports 92% response-SLA compliance; 3,685% ticket-volume growth over four years; 85% CSAT. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Digitrips and reports 73% better response time; 99% chat satisfaction; 69% resolved within 24 hours. Complete calculation lineage is not disclosed.

Freshworks' official story identifies PickYourTrail and reports 30% better first-response time; 26% chatbot deflection. Complete calculation lineage is not disclosed.

Freshworks' official story identifies OdontoCompany and reports 58% NPS improvement; 60% more tickets per agent; 92% first-contact resolution. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Copastur and reports 95%+ CSAT; 8,000+ monthly tickets resolved; 1,200 employees supported. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Total Expert and reports 248% customer-service ROI; 23% bot resolution; 1,000 agent hours saved. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Hobbycraft and reports 25% higher CSAT; 82% first-contact resolution; 30% AI-chatbot handling. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Woolacombe Bay and reports 69% lower average resolution; 90% lower resolution time than competitors; 25% higher agent satisfaction. Complete calculation lineage is not disclosed.

Freshworks' official story identifies ClickFunnels and reports 95% CSAT; 2-minute first response; 21M records migrated. Complete calculation lineage is not disclosed.

Freshworks' official story identifies M-KOPA and reports 200,000+ chatbot sessions; 39% bot resolution; 62% chat adoption. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Kaizen AMS and reports 99% first-resolution SLA compliance; 5,000 monthly emails resolved; 40 agents. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Neeyamo and reports 40% faster sales insights; 40% faster report creation; 48,000+ contacts managed. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Windmill Microlending and reports 90% faster loan processing; 500+ custom reports; 16K+ tickets managed. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Tata Consumer Products and reports 73% faster incident resolution; 87% faster incident review; 137.5% faster change management. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Group Bayport and reports seven business units; five sales regions; 2,000+ employees. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Sify and reports 80% adoption; 60% higher customer engagement. Complete calculation lineage is not disclosed.

Freshworks' official story identifies Habyt and reports 96% first-response SLA compliance; 66% lower average response time; 42% more tickets resolved. Complete calculation lineage is not disclosed.

Freshworks reports that Dunzo automated more than 60% of support tickets. The release also cites two million monthly orders and a 320% demand increase as operating context, without establishing that Freshworks caused the order or demand scale.

A second official Frasers Group article reports 27% deflection and approximately 18,000 annual hours saved, compared with the canonical story's more-than-25% deflection, more-than-18,000 hours and title wording of almost 20,000 hours.