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Freshworks

Freshworks Inc. is an American multinational software company that develops and provides cloud-based, AI-powered software-as-a-service (SaaS) solutions focused on customer service, employee engagement, and business operations.^[1] The company's products aim to simplify workflows and deliver exceptional experiences for both customers and employees through intuitive tools for customer relationship management (CRM), IT service management (ITSM), sales automation, and marketing.^[2] Founded in 2010 by Girish Mathrubootham and Shan Krishnasamy in Chennai, India, Freshworks began as Freshdesk, a customer support platform, before rebranding in 2017 to reflect its expanded portfolio of interconnected applications.^[3]^[4] Headquartered in San Mateo, California, the company operates globally with offices in multiple countries and went public on the NASDAQ stock exchange under the ticker FRSH in September 2021.^[5] As of September 2025, Freshworks serves nearly 75,000 customers, ranging from small businesses to large enterprises, emphasizing scalable, enterprise-grade software that integrates generative AI for enhanced automation and insights.^[6] Key offerings include the Freshsales Suite for CRM and sales enablement, Freshservice for ITSM and asset management, Freshchat and Freshcaller for omnichannel customer support, and the Freshworks Platform for custom app development and integrations.^[7] These solutions are designed to be user-friendly and cost-effective, with a focus on reducing complexity in service delivery while leveraging AI to predict needs and streamline processes.^[8] Freshworks has been recognized for its innovation in the SaaS space, including high ratings for workplace culture and product usability from independent evaluators.^[9]

History

Founding and early development

Freshworks was founded on October 13, 2010, in Chennai, India, by Girish Mathrubootham and Shan Krishnasamy, both former employees of Zoho Corporation, who aimed to create an affordable, user-friendly cloud-based customer support software to address limitations in existing tools like high pricing and complexity for small businesses.^[10]^[11]^[12] Mathrubootham, previously Zoho's vice president of product management, was inspired by user complaints on forums about Zendesk's cost increases, leading him to develop a simpler alternative focused on small and medium-sized businesses (SMBs).^[11] The company was initially incorporated in the United States to facilitate payment processing, while operations remained in Chennai.^[11] The flagship product, Freshdesk, launched as a cloud-based helpdesk tool in late 2010, starting with a private beta that quickly attracted over 150 signups through minimal advertising spend of $350–400.^[11] Bootstrapped with personal savings and revenue from the founders' freelance consulting work, the venture maintained a lean $5,000 monthly burn rate, with the initial six-member team—comprising three developers, a UI/UX designer, a QA/support engineer, and Mathrubootham—accepting salaries at 30–50% of market rates and renting a modest 1,000-square-foot office for $160 per month.^[11] Freshdesk adopted a freemium model, offering free trials to lower barriers for SMBs, emphasizing features like multi-brand support and single invoicing to simplify customer engagement.^[11] Early growth accelerated, reaching 1,000 paying customers by mid-2012, driven by relentless execution and organic adoption among SMBs seeking cost-effective support solutions.^[4]^[13] In late 2011, the company secured its first external funding: a $1 million seed round from Accel Partners, which provided resources to scale operations without immediate relocation.^[14]^[15] Challenges included building a distributed team across India and the early U.S. incorporation needs, navigating payment gateways from abroad, and balancing startup demands with personal life, all while competing in the nascent Indian SaaS ecosystem.^[11]^[16]

Global expansion and rebranding

Freshworks began its global expansion in earnest with the launch of its first product beyond customer support software. In January 2014, the company introduced Freshservice, a cloud-based IT service management (ITSM) tool designed to streamline IT operations for businesses.^[4] This product quickly gained traction, achieving $1 million in annual recurring revenue (ARR) within just 10 months of launch, demonstrating three times the average revenue per user compared to its flagship helpdesk offering.^[4] By 2015, Freshworks had surpassed 30,000 customers worldwide, marking a significant milestone in its shift from a single-product startup to a diversified software provider serving a global audience.^[17] To bolster its product capabilities and accelerate international scaling, Freshworks pursued a series of strategic acquisitions starting in 2015. That year, the company completed four acquisitions, including 1CLICK.io in August for live video chat and co-browsing functionality, Frilp in October for social recommendation and community-building tools, and Konotor in December to enhance mobile in-app customer engagement. These moves integrated advanced features into its ecosystem, enabling better support for sales productivity and user interactions across devices. In June 2016, Freshworks further diversified by launching Freshsales, a customer relationship management (CRM) solution tailored for sales teams, which received positive feedback and drove adoption among both existing and new international clients.^[4] Fueling this growth, Freshworks secured $55 million in funding in November 2016 from investors including Accel Partners and Sequoia Capital India, bringing its total capital raised to over $150 million at that point.^[18] This investment supported product development and market penetration, with the company emphasizing AI capabilities as a key differentiator. In February 2020, Freshworks acquired AnsweriQ, a Seattle-based startup specializing in machine learning and AI for enterprise-scale customer service, to integrate advanced self-service tools into its portfolio and target larger global businesses.^[19] The culmination of this expansion phase came in June 2017, when Freshdesk Inc. rebranded to Freshworks Inc. to better represent its multi-product suite, moving beyond its origins in helpdesk software to encompass ITSM, CRM, and telephony solutions.^[20] The rebranding, announced from its new headquarters in San Mateo, California, coincided with office expansions in key markets including the United States, India, the United Kingdom, Australia, and Germany, establishing a presence in over five countries, adopted by more than 100,000 companies across 145 nations.^[20] This strategic pivot underscored Freshworks' evolution into a comprehensive customer engagement platform with a robust international footprint.

Initial public offering and post-IPO growth

Freshworks completed its initial public offering (IPO) on the Nasdaq Global Select Market on September 22, 2021, under the ticker symbol FRSH, raising $1.03 billion by pricing 28.5 million shares of Class A common stock at $36 per share.^[21] The IPO valued the company at approximately $10.1 billion upon pricing, with its market capitalization climbing to $13 billion shortly after trading commenced amid a strong debut performance.^[22]^[23] This public debut marked a significant milestone following the company's Series H funding round in November 2019, during which it secured $150 million at a post-money valuation of $3.5 billion to fuel global expansion and product innovation.^[24] Post-IPO, Freshworks demonstrated steady growth, reporting full-year revenue of $596.4 million in 2023, a 20% increase from the prior year. In 2023, the company outlined a strategic target to reach $1 billion in annual recurring revenue (ARR) by 2026, emphasizing scalable customer engagement and IT solutions.^[25] A key acquisition supporting this trajectory was Device42 in May 2024 for $230 million, integrating advanced IT asset management capabilities to bolster Freshworks' service management portfolio and enhance enterprise offerings.^[26] In 2024, leadership transitioned with Dennis Woodside assuming the CEO role on May 1, succeeding founder Girish Mathrubootham, who shifted to Executive Chairman to guide long-term strategy.^[27] Mathrubootham announced his departure from the Executive Chairman position effective December 1, 2025, to dedicate time to his venture capital firm, Together Fund.^[28] Amid these changes, Freshworks intensified focus on AI-powered products like Freddy AI, driving robust expansion with strong year-over-year ARR growth, including over 40% in 2020.^[29] By the end of 2023, the workforce had expanded to approximately 4,900 employees, underpinned by key R&D hubs in Chennai, India, and Austin, Texas, to support innovation in AI and cloud-based tools.^[30] As of the third quarter of 2025, Freshworks reported quarterly revenue of $215 million and segment ARR growth of 8-24%, reflecting continued momentum.^[31]

Products and services

Customer service and engagement tools

Freshworks' customer service and engagement tools form the core of its offerings for post-sale support, enabling businesses to manage interactions across multiple channels with AI-driven automation. These products emphasize streamlined ticketing, real-time messaging, and omnichannel integration to enhance agent productivity and customer satisfaction. Central to this suite is Freddy AI, an AI engine introduced in 2018 that powers features like automated ticket resolution, natural language processing, and predictive analytics across the tools.^[32] Freshdesk, launched in 2010 as Freshworks' flagship product, is a cloud-based ticketing system designed for helpdesk operations. It supports omnichannel communication, including email, chat, phone, and social media, allowing agents to track and resolve customer issues from a unified interface. Key AI features powered by Freddy include automated ticket categorization, response suggestions, and workflow automation, which can resolve up to 40% of routine queries without human intervention in beta implementations. Pricing follows a tiered structure, starting with a free plan for up to two agents and scaling to enterprise levels with advanced customization, making it accessible for small to large organizations.^[4]^[33]^[34]^[35] In November 2025, Freshworks unveiled enhancements to Freshdesk at its Refresh event, including the Freshdesk Command Center—a unified workspace integrating conversations, context, and AI intelligence—and AI-powered Intelligent Routing to assign tickets based on agent skills, availability, and workload for faster resolutions.^[36] Freshdesk Omni, introduced in 2023, extends Freshdesk's capabilities into a comprehensive omnichannel workspace that integrates voice, chat, social media, and messaging channels like WhatsApp, Facebook, and Instagram. It combines AI-powered chatbots for self-service with ticketing for escalated issues, enabling agents to handle conversations seamlessly across platforms while providing real-time analytics on channel performance. Enhancements through integrations in the 2020s have bolstered its support for telephony and social listening, reducing response times and improving visibility into customer journeys.^[37]^[38]^[39] Freshchat serves as a real-time messaging platform for customer engagement, focusing on live chat, in-app messaging, and conversational bots to facilitate instant interactions. It includes customizable chatbots for handling common queries and a mobile SDK that allows businesses to embed messaging directly into their apps for proactive support. Integrated with Freshcaller, Freshworks' VoIP telephony solution, it enables seamless transitions from chat to voice calls, with AI features like automated handoffs and sentiment detection to prioritize urgent conversations. This setup supports multilingual interactions and scales for high-volume messaging without compromising speed.^[40]^[41]^[42]^[43] These tools differentiate through a freemium model tailored for small and medium-sized businesses (SMBs), offering core functionality at no cost to lower entry barriers while providing scalable upgrades for enterprises. Freddy AI's sentiment analysis further sets them apart by using machine learning to detect emotional tones in customer messages, enabling proactive prioritization of negative interactions and improving resolution rates. As of the end of 2024, Freshworks served over 72,000 customers globally; this total grew to approximately 75,000 by Q3 2025, demonstrating the adaptability of these solutions from startups to large enterprises.^[35]^[44]^[45]^[31]

Sales and marketing solutions

Freshworks offers a suite of sales and marketing solutions designed to streamline customer acquisition and engagement for businesses, primarily through its AI-enhanced CRM and automation tools. These products focus on pre-sales activities, such as lead generation and nurturing, enabling teams to manage pipelines efficiently without extensive technical expertise.^[46] Freshsales, launched in June 2016, is an AI-powered customer relationship management (CRM) platform that automates sales processes and provides tools for deal tracking and visual pipeline management. It includes features like intelligent workflows for lead assignment, built-in telephony for calls directly from the interface, and email integration for seamless communication. The platform's AI capabilities, such as Freddy AI, offer recommendations for upselling opportunities based on customer behavior analysis. Additionally, Freshsales Suite bundles sales, marketing, and customer service functionalities into a unified package, allowing teams to handle the full customer lifecycle within one ecosystem.^[4]^[47]^[48] Complementing Freshsales, Freshmarketer is a marketing automation tool that supports email and SMS campaigns, lead scoring to prioritize high-potential prospects, and A/B testing for optimizing content performance. It enables campaign orchestration across multiple channels, with analytics to measure engagement and conversion rates.^[49] Key additional features across these solutions include integrated phone and email tools for real-time interactions, AI-driven insights for personalized upselling, and customizable analytics dashboards to track sales performance metrics. In 2025, enhancements such as unified contact views provide a 360-degree customer perspective, improving collaboration between sales and marketing teams. These elements support omnichannel extensions for consistent engagement, though the core emphasis remains on acquisition and nurturing.^[47]^[50] Freshworks positions its sales and marketing solutions toward the mid-market segment, emphasizing quick setup and intuitive interfaces that reduce implementation time by up to 40% compared to more complex enterprise CRMs like Salesforce. This approach appeals to growing businesses seeking scalable tools without heavy customization demands, offering a lower total cost of ownership through bundled pricing and minimal training requirements.^[51]^[52]

IT service management offerings

Freshservice is Freshworks' flagship IT service management (ITSM) platform, launched in January 2014 to streamline internal IT support processes.^[53] It provides comprehensive tools for incident management, where IT teams can log, prioritize, and resolve issues efficiently; change management to handle requests for modifications to IT infrastructure; and asset tracking to monitor hardware and software inventories across the organization. Additionally, Freshservice includes an MSP edition tailored for managed service providers, enabling multi-tenant support and client-specific service delivery without compromising security or customization.^[54] In June 2024, Freshworks acquired Device42, integrating its advanced capabilities into Freshservice to enhance IT asset discovery and dependency mapping.^[55] This addition allows for automated scanning of IT environments, creating visual maps of application dependencies and enabling visibility into hybrid cloud setups, which helps organizations identify potential disruptions before they occur.^[56] Key features of Freshservice include AI-powered chatbots via Freddy AI for employee self-service, a configuration management database (CMDB) to centralize IT asset relationships, and no-code automation workflows to reduce manual interventions in routine tasks.^[57] The CMDB supports dynamic mapping of IT components, ensuring accurate impact analysis during incidents or changes.^[58] In November 2025, updates at the Refresh event enhanced Freddy AI Agent for proactive self-service in portals and Microsoft 365 integration, along with Freddy AI Insights for conversational analytics and intelligent routing to optimize ticket assignment.^[59]^[60] Freshservice is widely adopted by enterprises seeking ITIL compliance, aligning with best practices for service strategy, design, transition, operation, and continual improvement.^[61] Its predictive analytics capabilities analyze historical ticket data to forecast potential issues and optimize resource allocation, thereby reducing mean time to resolution (MTTR) for IT teams.^[62] This focus on proactive efficiency has made it a preferred solution for large-scale IT operations aiming to minimize downtime.^[63]

Corporate affairs

Leadership and governance

Dennis Woodside has served as CEO and President of Freshworks since May 2024, bringing extensive experience from his previous roles as a senior executive at Google, where he held various sales and strategy positions over nine years, and as Chief Operating Officer at Dropbox.^[64]^[27] In 2024, Woodside's total compensation was $15.02 million.^[65] Girish Mathrubootham, the founder of Freshworks, has been the architect of the company's vision since its inception and currently serves as Executive Chairman, a role he will step down from effective December 1, 2025, to focus on venture investing through his firm, Together Fund.^[64]^[66]^[67] Among key executives, Tyler Sloat serves as both Chief Financial Officer and Chief Operating Officer, a position he assumed in 2024, with total compensation of $10.11 million that year.^[64]^[65] Mika Yamamoto is the Chief Customer and Marketing Officer, earning $3.90 million in 2024 compensation.^[64]^[65] Ian Tickle joined as Chief of Global Field Operations in 2024, drawing on prior leadership as President and Chief Revenue Officer at Domo and Vice President of EMEA SaaS Solutions at Oracle.^[64]^[68] The board of directors consists of nine members as of December 1, 2025, with a strategic emphasis on AI integration and sustainable growth.^[69] Roxanne Austin, who joined the board in May 2021, will assume the role of Chairman effective December 1, 2025, bringing diverse expertise in technology governance from her service on boards including Verizon and AbbVie.^[64]^[70]^[71] Freshworks' governance structure highlights a commitment to diversity and inclusion, exemplified by Chief People Officer Johanna Jackman's oversight of global HR strategies, including diversity, equity, and inclusion initiatives.^[72]^[64] No major controversies have been reported in the company's leadership or governance as of 2025.^[70]

Funding, acquisitions, and financials

Freshworks secured approximately $484 million in funding across nine rounds prior to its initial public offering, attracting prominent investors such as Accel, Sequoia Capital, CapitalG (Alphabet's growth fund), Tiger Global Management, and Steadview Capital.^[73] The company's funding trajectory accelerated in later stages, with the Series G round in July 2018 raising $100 million co-led by CapitalG, Sequoia Capital, and Accel at a $1.5 billion valuation.^[74] Tiger Global participated in the Series E round in 2016, contributing to early growth capital.^[75] The largest pre-IPO infusion came in the Series H round on November 13, 2019, when Freshworks raised $150 million led by Sequoia Capital, CapitalG, and Accel, achieving a post-money valuation of $3.5 billion.^[76] This was followed by a $85 million secondary investment from Steadview Capital in July 2020, further strengthening the balance sheet ahead of the IPO.^[77] These investments supported product development and global expansion, culminating in the company's Nasdaq debut in September 2021. Freshworks has pursued an active acquisition strategy, completing 15 deals since inception to enhance its product ecosystem, with a peak of activity from 2015 to 2017 averaging roughly three acquisitions annually.^[78] Early examples include the 2015 purchase of 1CLICK.io, a live video chat and co-browsing platform, which integrated multimedia support into its customer service tools.^[79] Other 2015-2017 buys, such as in-app support provider Konotor and social recommendation app Frilp, bolstered mobile and engagement features during a period of rapid scaling.^[80] More recent acquisitions have targeted AI and IT capabilities, including AnsweriQ in February 2020 for machine learning-driven self-service solutions to scale enterprise AI features.^[19] In May 2024, Freshworks acquired Device42, an IT asset management platform, for $230 million to expand its IT service management offerings with automated discovery and dependency mapping.^[55] The deal closed in June 2024, marking the company's largest acquisition to date.^[81] Financially, Freshworks achieved $596.4 million in revenue for 2023, reflecting steady growth from $300 million in annual recurring revenue (ARR) at the close of 2020.^[29] Revenue climbed to $720.4 million in 2024, a 21% year-over-year increase driven by AI-enhanced products and customer expansion.^[45] The company ended 2024 with 72,200 paying customers globally, including a growing base of enterprises contributing more than $5,000 in ARR.^[82] Following its September 2021 IPO, which raised $1.03 billion at an initial valuation exceeding $13 billion, Freshworks' stock experienced volatility, trading around $11 per share by late 2025 for a market capitalization of approximately $3.2 billion.^[83]^[84] The firm maintains a debt-free balance sheet, with cash and equivalents totaling $1.19 billion as of December 2023.^[85] Research and development investments, emphasizing AI innovations like the Freddy AI platform, comprised 22.9% of 2024 revenue.^[45] Looking to 2025, Freshworks projects full-year revenue of $833.1 million to $836.1 million, a 16% increase, supported by AI demand and cross-selling opportunities from recent acquisitions.^[86] This positions the company toward a $1 billion revenue milestone in the near term, with continued focus on profitability and customer retention.

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Oct 29, 2025 · Freshservice's AI-powered chatbot handles routine requests automatically, freeing your support team to focus on complex issues that require ...
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Freshservice vs ServiceNow: ITSM Platform Comparison - Saasgenie
Oct 6, 2025 · ‍Freshservice includes Freddy AI, which can categorize tickets, suggest solutions from the knowledge base, and automate routine tasks like ...Core Itsm Feature Comparison · Asset Management And Cmdb · Pricing And Total Cost...
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Freshservice Biannual Updates: November 2025
Freshservice is implementing changes/upgrades to some of its systems and features to provide improved services and an uninterrupted IT service management ...Missing: AI chatbots automation
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10 ITIL Best Practices to Optimize ITSM | Freshservice - Freshworks
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11 ITSM Best Practices Every IT Team Should Follow in 2025
Jun 25, 2025 · Predictive analytics for IT management. For example, with Freshservice, chatbots can complete Tier 1 incident management workflows without ...
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How Freshservice Stacks Up Against the Top ITSM Tools in 2025
Sep 11, 2025 · ITIL compliance without complexity: Enterprise-grade processes that ... It provides deeper insights through predictive analytics that forecast ...
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Freshworks Leadership Team and Board of Directors
Meet Freshworks' management team. Learn more about their experience, expertise, and vision for creating powerful yet easy-to-use business software.
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Freshworks Inc. (7DF) Leadership & Management Team Analysis ...
Leadership Team ; Dennis WoodsideCEO, President & Director, US$15.02m ; Tyler SloatCFO & COO, US$10.11m ; Mika YamamotoChief Customer & Marketing Officer, US$3.90m.
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Girish Mathrubootham ends 15-year run at Freshworks, to focus on ...
Sep 4, 2025 · Dennis Woodside, the company's then-president, was appointed the CEO. The company then said Mathrubootham would continue to be deeply ...
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Girish Mathrubootham ends his Freshworks journey
Sep 5, 2025 · He will step down from the position of executive chairman effective December 1, 2025. “This has not been an easy decision, but I believe it's ...
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Freshworks Names Ian Tickle as Chief of Global Field Operations
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[PDF] Form 8-K for Freshworks INC filed 09/04/2025
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frsh-20250903 - of the Securities Exchange Act of 1934 - SEC.gov
Following such notice, the Board appointed Roxanne Austin, Lead Independent Director, to serve as Chairperson of the Board beginning December 1, 2025. Ms. ...
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Freshworks Appoints Johanna Jackman as Chief People Officer
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Freshworks has raised a total of $484.00 million across 9 funding rounds since 2010. Its latest funding was raised on 27 July 2020. The table above outlines ...
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CapitalG goes to Freshworks in $100m round -
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Series E - Freshworks - Crunchbase Funding Round Profile
Tiger Global Management Tiger Global Management is an investment firm that invests in global public and private companies.
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Freshdesk makes its 1st acquisition; buys out live video chat ...
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Freshworks makes its eight acquisition, buys chatbot startup Joe ...
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Freshworks Stock Price, Funding, Valuation, Revenue & Financial ...
Freshworks has raised $399M over 10 rounds. Freshworks's latest funding round was a IPO for $1,026M on September 22, 2021. Freshworks's valuation in November ...
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Freshworks Market Cap Freshworks has a market cap or net worth of $3.16 billion as of November 7, 2025. Its market cap has decreased by -6.41% in one year.
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Freshworks: Solid Growth As Agentic AI Tools Take Off
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