Freshworks (formerly Freshdesk) Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS TOP 500 Market Report

Freshworks (formerly Freshdesk) Strengths, Domain Expertise, and Key Differentiators

Freshworks builds uncomplicated software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use and quick to deliver results. Our people-first approach to AI is trusted by over 73,000 companies to empower employees to be more effective and make organizations more efficient.

Freshworks (formerly Freshdesk) Recent Developments

Recently, Freshworks launched the next generation of its Freddy Agentic AI Platform, a connected, intelligent, continuously learning system of AI agents that don’t just reply to service questions, but can resolve them. Whether it’s processing an insurance claim, updating a payroll record, or booking a new shipment, Freddy AI now takes action across the applications businesses already use. The company also introduced the Freddy AI Agent Studio, a no-code platform that simplifies the creation and deployment of autonomous AI agents, making it easier for businesses to scale customer support. Freddy AI Agent Studio helps relieve service teams of endless ticket handoffs, delayed resolutions, and frustrated users due to outdated automations. New, easy-to-deploy AI agents can think, reason, and act to resolve many customer queries from start to finish, giving human agents more time to handle more complex customer challenges.

Freshworks (formerly Freshdesk) Mergers and Acquisitions (M&A) Activities

In 2024, Freshworks acquired Device42, a leader in IT asset discovery and dependency mapping, Freshworks is expected to continue targeting complementary technologies that expand its unified platform offerings. The integration of Device42 has already amplified Freshworks’ ability to deliver a real-time, comprehensive view of IT environments, and future acquisitions are likely to build on this momentum by incorporating predictive analytics, autonomous remediation, and deeper observability tools. This strategic approach not only reinforces Freshworks’ commitment to IT teams but also aligns with its broader vision of becoming a leading enterprise-grade platform powered by intelligent automation.

Freshworks (formerly Freshdesk) Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Freshworks (formerly Freshdesk) applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Freshworks (formerly Freshdesk) and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified FreshDesk (Customer Support), FreshService (ITSM), FreshSales (Sales CRM), FreshCaller (Call Center), FreshTeam (ATS), FreshChat (Customer Messaging), Freshrelease, FreshStatus, FreshPing, customers.

Freshworks (formerly Freshdesk) Key Enterprise and Cloud Applications

FreshDesk (Customer Support), FreshService (ITSM), FreshSales (Sales CRM), FreshCaller (Call Center), FreshTeam (ATS), FreshChat (Customer Messaging), Freshrelease, FreshStatus, FreshPing,

Freshworks (formerly Freshdesk) Revenues, $M:

Freshworks (formerly Freshdesk) Revenue Breakdown By Type, $M:

Freshworks (formerly Freshdesk) Enterprise Applications Revenues By Functional Markets, $M:

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Freshworks (formerly Freshdesk) Revenues By Region, $M

Freshworks (formerly Freshdesk) Direct vs Indirect sales

Freshworks (formerly Freshdesk) Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified Freshworks (formerly Freshdesk) Customers

No. of Freshworks (formerly Freshdesk) Customers: 73000

No. of Freshworks (formerly Freshdesk) Enterprise Applications Customers: 73000

No. of Freshworks (formerly Freshdesk) Cloud Customers: x

No. of Freshworks (formerly Freshdesk) Cloud Subscribers: x

Over 73,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

Freshworks (formerly Freshdesk) Market Opportunities, M&A and Geo Expansions

Freshworks is poised to capitalize on significant opportunities through continued innovation in AI-driven automation and expansion of its unified platform for customer and employee experience. The company’s recent advancements—including the integration of Device42’s asset discovery capabilities and the launch of a revamped global partner program—position it to deepen its footprint in midmarket and enterprise segments. With increasing global demand for intuitive, scalable ITSM and CX solutions, Freshworks can leverage its people-first AI strategy to differentiate in a crowded SaaS market.

Freshworks (formerly Freshdesk) Risks and Challenges

In 2024, Freshworks announced Srinivasan Raghavan as its new Chief Product Officer, while the appointment underscores a strategic push toward AI-led innovation, the complexity of integrating advanced technologies across multiple product lines poses challenges in execution and consistency. As Freshworks targets larger enterprises and global markets, it may encounter heightened competitive pressure from well-established incumbents and nimble startups, as well as increased demands for robust security, compliance, and customization.

Freshworks (formerly Freshdesk) Ecosystem, Partners, Resellers and SI

In 2025, Freshworks is accelerating its global expansion and partner ecosystem development with the launch of a revamped global partner program, signaling a major strategic shift to scale through alliances and service delivery channels. This enhanced program—already boasting over 500 transacting partners—aims to simplify go-to-market engagement and unlock new revenue streams for resellers and system integrators alike. With flexible sales models, advanced training and certification tracks, and enhanced regional support, Freshworks is empowering partners to deliver rapid time-to-value and deeper customer lifecycle management. Key global players such as SHI International, Unisys, and Climb are helping drive Freshworks’ penetration into high-growth sectors including healthcare, banking, retail, and the public sector across North America, Europe, Asia, and Latin America.

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

For additional information on our methodologies, here's the link: