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Resolve incidents, fix problems, master change
Freshworks Inc. (with its ITSM solution Freshservice) is a leading global provider of cloud-based SaaS solutions for customer engagement and IT service management (ITSM).
Independent B2B performance index (0–100 points). It is calculated mathematically and without subjective influence from four verified pillars: company stability, aggregated feedback from publicly available online sources, documented compliance certifications, and operational transparency. Comparable with other software providers.
BenchTrust Index weighting: Company stability 25 points · Customer reviews 30 points · Compliance & security 25 points · Transparency 20 points. Without reviews a neutral average is used; a few reviews move it only slightly
Review data basis: G2 (2064), Capterra (618), Trustpilot (96)
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
Headquarters
2950 South Delaware Street, 94403 San Mateo, United States
Employees
4400
Founded
2010
Management
Dennis Woodside
Freshworks Inc. (with its ITSM solution Freshservice) is a leading global provider of cloud-based SaaS solutions for customer engagement and IT service management (ITSM). Founded in 2010 and headquartered in San Mateo, California, the publicly traded company employs around 4,400 people and serves over 67,000 customers worldwide. The platform is characterized by its high user-friendliness and rapid implementation. Core features of Freshservice include comprehensive incident management, problem management, change management, as well as release and asset management. The portfolio is complemented by integrated contract management, a central knowledge base, and intelligent, alert-based ticket routing. Freshworks places the highest value on data security and compliance. The company is certified according to ISO/IEC 27001:2022 and ISO/IEC 27701:2019 and meets strict standards such as SOC 1, SOC 2 Type 2, and SOC 3. In addition, PCI DSS v4.0.0, HIPAA (via a Business Associate Agreement for Freshservice), as well as the requirements of the GDPR and the EU-US Data Privacy Framework are fully supported. This allows Freshworks to offer a highly secure, scalable, and GDPR-compliant environment for companies of all sizes looking to optimize their digital transformation and IT processes.
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Answers are based on the website and documents of Freshworks Inc. (Freshservice).
User-Friendliness & UI
Ticket & Incident Management (ITSM Features)
Setup & Implementation
Price-Performance Ratio
Customers rate Freshservice predominantly positively, highlighting in particular the very high user-friendliness, the clear interface, and the solid coverage of classic ITSM processes (tickets, incidents, changes, assets). Strengths include easy implementation, low training time for agents, cloud deployment, and an overall good price-performance ratio for small and medium-sized IT teams; limitations in deeper customization, integrations into complex environments, and support that is occasionally perceived as needing improvement are sometimes mentioned critically. Freshservice is particularly suitable for SMB to mid-market companies looking for a modern, easy-to-administer IT service desk, rather than very large enterprise organizations with highly customized ITSM processes and complex integration requirements.
AI-generated summary
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
Freshworks Inc. continuously drives the development of its IT service management platform Freshservice through deep integrations of generative AI (Freddy AI) and the expansion of strategic partnerships. The platform increasingly addresses global enterprise customers as well as IT and non-IT departments within the framework of Enterprise Service Management (ESM). By optimizing automation processes and expanding globally into cloud regions, Freshworks strengthens its position in the competitive B2B market. These developments aim to accelerate IT operations and significantly increase efficiency in the service desk.
Source: Publicly available product updates or press releases from Freshworks Inc. (Freshservice).