Freshworks (formerly Freshdesk)
2950 South Delaware Street Suite 201,
San Mateo, 94403, CA,
United States
San Mateo, 94403, CA,
United States
1 650-513-0514
Professional Services
Freshworks (formerly Freshdesk) Technographics
Freshworks (formerly Freshdesk) Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Freshworks (formerly Freshdesk) and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 4400 Freshworks (formerly Freshdesk) employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Freshworks (formerly Freshdesk) has purchased the following applications: Auditoria SmartPay for AP Automation in 2021, Freshworks Freshteam ATS for Applicant Tracking System in 2026, Freshdesk Messaging (Formerly Freshchat) for Chatbots and Conversational AI in 2019 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Freshworks (formerly Freshdesk) is running and its propensity to invest more and deepen its relationship with Auditoria , Oracle , Churn Buster or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Freshworks (formerly Freshdesk) revenues, which have grown to $838.8 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Freshworks (formerly Freshdesk) intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
Freshworks (formerly Freshdesk) Tech Stack and Enterprise Applications
ERP Financial Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Auditoria | Legacy | Auditoria SmartPay | AP Automation | ERP Financial Management | n/a | 2021 | 2021 |
In 2021, Freshworks deployed Auditoria SmartPay as its AP Automation solution to modernize accounts payable and centralize invoice-to-pay processing. Auditoria SmartPay was implemented within the Office of the CFO and accounts payable teams to provide payment orchestration, invoice capture and matching, configurable approval routing, and reconciliation automation. The deployment emphasized automating exception handling and standardizing approval workflows to reduce manual handoffs across finance functions.
Configuration work focused on AP Automation functional modules, including invoice workflows, approval hierarchies, payment scheduling, and automated reconciliation touchpoints. Implementation activities included mapping finance roles to system workflows, configuring routing and control rules for supplier payments, and instrumenting audit trails and role based access controls to support policy enforcement. The implementation was executed to interoperate with Freshworks existing financial systems and payment rails to enable end-to-end invoice-to-payment traceability.
Governance and rollout were positioned under finance leadership and publicly discussed by Tyler Sloat, Chief Financial Officer of Freshworks, alongside Elaine M. Nowak, Director Product Marketing at Auditoria.AI, in a panel that aired on October 7, 2021. The conversation highlighted finance led governance, role based access and workflow orchestration as core program elements. Freshworks Auditoria SmartPay AP Automation was framed as an operational consolidation within finance and accounts payable, with no specific outcome metrics disclosed.
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AR Automation | ERP Financial Management |
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2021 | 2021 |
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ERP Financial | ERP Financial Management |
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2021 | 2022 |
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Payment Processing | ERP Financial Management |
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2020 | 2020 |
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Subscription and Recurring Billing | ERP Financial Management |
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2020 | 2020 |
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Tax Management | ERP Financial Management |
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2020 | 2021 |
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HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Freshworks | Legacy | Freshworks Freshteam ATS | Applicant Tracking System | HCM | n/a | 2026 | 2026 |
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AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Freshworks | Legacy | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | AI-Powered Application | n/a | 2019 | 2019 |
In 2019, Freshworks deployed Freshdesk Messaging (Formerly Freshchat) on its website. Freshdesk Messaging (Formerly Freshchat) was implemented as a Chatbots and Conversational AI application to engage web visitors and manage inbound customer and product inquiries, directly linking conversational tooling to support and product discovery workflows.
The implementation emphasized an embedded web chat widget, conversational bots, canned responses, automated routing to agent queues, and live agent handoff. Configuration work focused on conversational workflows, proactive messaging triggers, session transcript capture, and conversation analytics to monitor bot performance and agent interactions.
Operational scope was the public Freshworks website, where the application handled web originated customer conversations across support and product pages. The deployment centralized customer messaging into persistent conversational threads and exposed conversation-level reporting for operational review.
Governance centered on support and product operations, including the definition of escalation rules, agent assignment playbooks, and processes for bot intent tuning and canned response updates. Ongoing operational procedures included iterative training and tuning of conversational flows to maintain handoff quality and consistency.
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Chatbots and Conversational AI | AI-Powered Application |
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2021 | 2021 |
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Analytics and BI
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Analytics and BI | Analytics and BI |
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2020 | 2021 |
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Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Audio Video and Web Conferencing | Collaboration |
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2026 | 2026 |
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Audio Video and Web Conferencing | Collaboration |
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2026 | 2026 |
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Collaboration | Collaboration |
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2017 | 2017 |
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Collaboration | Collaboration |
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2016 | 2016 |
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Collaboration | Collaboration |
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2022 | 2022 |
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Collaboration | Collaboration |
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2026 | 2026 |
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Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Digital Signing | Content Management |
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2022 | 2022 |
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Digital Signing | Content Management |
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2016 | 2016 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Account Based Marketing | CRM |
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2017 | 2017 |
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Account Based Marketing | CRM |
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2020 | 2020 |
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Account Based Marketing | CRM |
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2022 | 2022 |
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CRM, Sales Engagement | CRM |
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2020 | 2020 |
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Customer Experience | CRM |
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2021 | 2021 |
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Customer Support | CRM |
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2017 | 2017 |
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Customer Support | CRM |
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2019 | 2019 |
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Customer Support | CRM |
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2026 | 2026 |
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Digital Advertising Platform | CRM |
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2021 | 2021 |
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Marketing Analytics | CRM |
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2017 | 2017 |
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Marketing Automation | CRM |
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2017 | 2017 |
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Marketing Automation | CRM |
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2021 | 2021 |
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Marketing Automation | CRM |
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2021 | 2021 |
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Partner Relationship Management | CRM |
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2021 | 2021 |
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Sales Automation, CRM, Sales Engagement | CRM |
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2021 | 2021 |
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Sales Engagement | CRM |
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2019 | 2019 |
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Tag Management | CRM |
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2016 | 2016 |
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Tag Management | CRM |
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2026 | 2026 |
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EPM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Financial Consolidation and Close | EPM |
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2021 | 2021 |
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ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Performance Management | ITSM |
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2020 | 2020 |
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IT Service Management | ITSM |
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2021 | 2021 |
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Procurement
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Procure to Pay | Procurement |
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2018 | 2018 |
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Procurement | Procurement |
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2021 | 2022 |
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Procurement | Procurement |
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2019 | 2020 |
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SPM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Configure Price Quote (CPQ) | SPM |
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2020 | 2020 |
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TRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Governance, Risk and Compliance | TRM |
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2020 | 2020 |
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Governance, Risk and Compliance | TRM |
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2021 | 2021 |
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Risk Management | TRM |
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2021 | 2021 |
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PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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API Management | PaaS |
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2021 | 2021 |
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API Management | PaaS |
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2022 | 2022 |
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API Management | PaaS |
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2020 | 2020 |
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API Management, Extract, Transform, and Load (ETL), iPaaS (Integration Platform as a Service) | PaaS |
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2020 | 2020 |
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Test Automation Platform | PaaS |
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2022 | 2022 |
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Test Automation Platform | PaaS |
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2022 | 2022 |
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Transactional Email | PaaS |
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2017 | 2017 |
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Transactional Email | PaaS |
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2019 | 2019 |
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Transactional Email | PaaS |
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2017 | 2017 |
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IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Hosting and Computing Services | IaaS |
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2020 | 2020 |
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Application Hosting and Computing Services | IaaS |
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2024 | 2024 |
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Application Hosting and Computing Services | IaaS |
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2020 | 2020 |
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Cloud Storage | IaaS |
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2017 | 2017 |
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Cloud Storage | IaaS |
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2016 | 2016 |
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Cloud Storage | IaaS |
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2026 | 2026 |
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Content Delivery Network | IaaS |
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2019 | 2019 |
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Content Delivery Network | IaaS |
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2024 | 2024 |
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Content Delivery Network | IaaS |
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2026 | 2026 |
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IT Decision Makers and Key Stakeholders at Freshworks (formerly Freshdesk)
| First Name | Last Name | Title | Function | Department | Phone | |
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Apps Being Evaluated by Freshworks (formerly Freshdesk) Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from Freshworks (formerly Freshdesk) IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the Freshworks (formerly Freshdesk) digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
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FAQ - APPS RUN THE WORLD Freshworks (formerly Freshdesk) Technographics
Freshworks (formerly Freshdesk) is a Professional Services organization based in United States,
with around 4400 employees and annual revenues of $838.8 million.
Freshworks (formerly Freshdesk) operates a diverse technology stack with applications such as
Auditoria SmartPay, Freshworks Freshteam ATS and Freshdesk Messaging (Formerly Freshchat),
covering areas like AP Automation, Applicant Tracking System and Chatbots and Conversational AI.
Freshworks (formerly Freshdesk) has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Auditoria and Freshworks.
Freshworks (formerly Freshdesk) recently adopted applications including
DocuSign eSignature in 2022, 6sense Account Engagement Platform in 2022 and Postman API Platform in 2022,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Freshworks (formerly Freshdesk)’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Freshworks (formerly Freshdesk)’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete Freshworks (formerly Freshdesk) technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.