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Freshworks
Freshworks is a user-centric SaaS platform that brings together helpdesk, CRM, ITSM, and marketing automation, powered by AI, and is easy for anyone to adopt and utilize.
- Launch Date
- 2010
- Monthly Visitors
- 361K
- Country of Origin
- united States
- Platform
- Web
- Language
- support for multiple languages · including English · Korean · and Japanese
Keywords
- AI Helpdesk
- CRM SaaS
- ITSM Tools
- Customer Support Automation
- Agentive AI
- Helpdesk Software
- Marketing Automation
- Freshsales
- Freshdesk
- Freshservice
- Multichannel Customer Response
- User-Friendly SaaS
- Enterprise SaaS
- Enterprise SaaS
Platform Description
Freshworks is a cloud-based business platform that helps companies handle multiple tasks like customer care, sales, IT support, and marketing in one place. for example, customers can contact you via email, phone, chat, and social media, all in one system; sales teams can organize customer information with CRM features; and IT teams can handle service requests and asset management on the same platform.
the strength of this platform is its AI capabilities. Freshworks' Freddy AI analyzes customer data to predict which inquiries are important, automate repetitive tasks, and score sales opportunities to inform prioritization. this allows employees to spend less time on mundane tasks and focus on more meaningful conversations and strategic work with customers. The intuitive screen design is also a big plus for new users, as it allows them to jump right in without complicated training.
recently, Freshworks introduced a new technology direction called Agentic AI, which extends the ability to go beyond simple automation and make decisions on its own. this can help you resolve customer issues faster and make smarter decisions in your sales or service operations. At the end of the day, Freshworks is a flexible and evolving platform that's easy to get started with and can meet the complex needs of growing companies.
Core Features
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Freddy AI Predictive Analytics
lead scoring, sales forecasting, and autoresponder recommendations
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unified helpdesk
email-chat-social message unified ticket management
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CRM modules
contact-to-transaction management, multi-channel integrations, AI-powered sales automation
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ITSM Modules
internal technical support, asset tracking, help portal operations
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marketing automation
email campaigns, AI content recommendations, and multi-channel execution
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extending agent AI capabilities
empower autonomous judgment and predictive automation
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integration platform scalability
Freshworks Marketplace integrations and API offerings
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user-centered UX
intuitive interface, fast onboarding, and mobile support
Use Cases
- AI helpdesk
- CRM automation
- IT asset management
- automate marketing campaigns
- answering chatbots
- multi-channel ticketing system
- manage your sales pipeline
- predictive Lead Scoring
- knowledge base portal
- Freddy AI Recommendations
- SLA monitoring
- integration workflows
- API integration
- automate user onboarding
- SaaS Extension Platform
How to Use
select a module
Enabling and initializing Freddy AI
integration settings and marketplace integrations
operations and analytics monitoring
Plans
| Plan | Price | Key Features |
|---|---|---|
| Customer service | separate plans for each of these features • Freshdesk • Freshdesk Omni • Freshchat • Frechcaller |
|
| IT and Employee service | separate Pricing Plans for Each of These Features • Freshservice • Frechservice for MSPs |
|
| CRM | separate Pricing Plans for Each of These Features • Freshsales • Frechsales Suite • Frechmarketer |
FAQs
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Freshworks is a cloud-based business platform that helps companies handle customer care, sales, IT support, and marketing in one place. different departments can pick and choose the tools they need, and all services are available as web-based SaaS.
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Freshworks has separate pricing for each product family by functionality.
- Customer Service (Freshdesk, Freshchat, Freshcaller, Freshdesk Omni) → Customer support-focused plans
- IT and Employee Service (Freshservice) → IT support-focused plans
- CRM (Freshsales, Freshmarketer) → Sales and marketing-focused plans
each product has tiered plans, such as Free, Growth, Pro, and Enterprise, with more automation, AI, security, and analytics features as you move up. -
Freshworks offers a wide range of features to help businesses manage customer support, employee IT services, and even sales and marketing all at once.
Customer Service
- Freshdesk: Manage email and webform inquiries as tickets
- Freshchat: Live chat + AI chatbot
- Freshcaller: Phone consultation system
- Freshdesk Omni: Unified management of email, social, phone, and chat on one screen
IT and Employee Service (internal employee support)
- Freshservice: Employees' IT requests (e.g., computer breakdown, program installation) are registered as tickets for IT to handle
Customer Relationship Management (CRM)
- Freshsales: customer contact, transaction, and sales opportunity management + AI forecasting
- Freshmarketer: Automate email and text marketing campaigns and analyze performance
