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Freshservice Reviews

Chennai, Tamil Nadu

5.0/ 5

2 reviews

Freshservice is a cloud-native, unified IT Service Management (ITSM) and Enterprise Service Management (ESM) platform developed by Freshworks Inc. Launched in 2014, Freshservice was designed to streamline IT operations, automate workflows, and enhance the overall employee service experience for organizations of all sizes. Initially targeted toward small business operations, the solution has scaled significantly and is now utilized by large enterprises globally. The platform is built following the Information Technology Infrastructure Library (ITIL) best practices, offering a comprehensive suite of modules including incident management, problem management, change management, release management, and service request tracking. The core operations of Freshservice revolve around simplifying complex service desk operations through automation and artificial intelligence. One of its primary features is its powerful automation engine, which automatically categorizes, prioritizes, and assigns incoming support tickets to appropriate agents or support groups. The platform integrates Freshworks' proprietary AI engine, "Freddy AI," which features AI-powered virtual agents and chatbots capable of automating routine tasks, deflecting common tickets via self-service options, and providing smart assistance to human agents. According to operational benchmarks, the integration of these AI capabilities has been shown to reduce average resolution times by over 26% and achieve ticket deflection rates of up to 53%. Beyond standard IT ticketing, Freshservice includes robust IT Asset Management (ITAM) and Software Asset Management (SAM) capabilities. It features a centralized Configuration Management Database (CMDB) that helps organizations discover, track, and map dependencies across their entire hardware, software, and SaaS application infrastructure. In April 2026, Freshworks introduced an upgraded ITAM solution to manage modern technology stacks more effectively, replacing legacy asset-tracking modules. Additionally, the platform extends its capabilities to non-IT business units—such as Human Resources, Finance, Facilities, Legal, and Procurement—enabling a unified Enterprise Service Management environment where cross-departmental requests like employee onboarding and expense claims can be managed seamlessly. As a subsidiary product of Freshworks Inc., Freshservice benefits from the global infrastructure and financial stability of its parent company. Freshworks was originally founded in 2010 in Chennai, India, by Girish Mathrubootham and Shan Krishnasamy, and later relocated its corporate headquarters to San Mateo, California. Freshworks is a publicly traded entity on the Nasdaq stock exchange under the ticker FRSH, reporting a total revenue of $838.8 million and achieving its first GAAP-profitable year in fiscal year 2025 under the leadership of CEO Dennis Woodside and Executive Chairman Girish Mathrubootham. Freshservice operates on a multi-tiered, subscription-based Software-as-a-Service (SaaS) model, providing continuous security updates, multi-layer encryption (TLS 1.2), and 24/7 global support to its expanding user base.