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Freshworks Reviews

Chennai, Tamil Nadu

4.3/ 5

3 reviews

Freshworks Inc. is a leading cloud-based software-as-a-service (SaaS) provider that specializes in customer engagement, IT service management (ITSM), and employee experience solutions. Founded in 2010 by Girish Mathrubootham and Shan Krishnasamy in Chennai, India, the company began as Freshdesk to address the growing need for user-friendly, affordable enterprise software. Freshworks moved its corporate headquarters to San Mateo, California, in 2018, establishing a dual operating footprint that leverages a massive product and engineering base in India alongside a strong commercial, go-to-market presence in North America. The company's core value proposition focuses on delivering enterprise-grade functionality with consumer-software simplicity. This allows mid-market and enterprise organizations to quickly deploy tools without the long implementation timelines and high costs typically associated with legacy enterprise applications. Freshworks operates a unified platform powered by Freddy AI, its proprietary artificial intelligence layer that embeds autonomous reasoning, ticket deflection, conversational assistance, and workflow automation across its product portfolio. Freshworks offers several flagship subscription-based applications. Freshdesk handles omnichannel customer support through a unified ticketing system. Freshservice delivers IT service management with full ITIL framework support, covering incidents, requests, and internal operations. The company expanded its ITSM ecosystem by acquiring the IT-management firm Device42 in 2024 to add advanced asset discovery and configuration capabilities, followed by the acquisition of the AI-powered incident management platform FireHydrant in early 2026. Other specialized products include Freshsales for customer relationship management (CRM) and Freshmarketer for marketing automation. The business model is built predominantly on recurring subscription revenue from a global customer base of over 74,000 companies across industries like retail, healthcare, technology, and financial services. Notable enterprise users include Databricks, Carrefour Belgium, and McLaren Racing. Geographically, North America represents the largest revenue-generating region, followed by stable footprints in Europe, the Middle East, Africa, and the Asia-Pacific. Financially, Freshworks raised approximately $484 million through private venture rounds from investors such as Accel, Tiger Global Management, and CapitalG, before going public on the NASDAQ exchange under the ticker FRSH in September 2021. The initial public offering successfully raised more than $1 billion. For the fiscal year 2025, Freshworks achieved its first GAAP-profitable year, reporting a consolidated revenue of $838.8 million, up 16.4% year-over-year, and a net income of $183.7 million. The company is currently led by Chief Executive Officer Dennis Woodside, who succeeded co-founder Girish Mathrubootham in May 2024, with Mathrubootham transitioning to the role of Executive Chairman. The company employs over 5,000 individuals globally and continues to expand its market share through AI-driven software monetization, international partnerships, and selective tactical acquisitions.