Freshworks Stock Price, News & Analysis

Freshworks Inc. (NASDAQ: FRSH) is a software company in the information sector that focuses on software as a service (SaaS) for customer and employee support. According to the company, it builds uncomplicated service software designed to deliver exceptional customer experience (CX) and employee experience (EX). Its enterprise-grade applications are described as powerful yet easy to use and quick to deliver results, with a people-first approach to AI that aims to remove friction, make employees more effective, and help organizations become more productive.

Business model and core offerings

Freshworks provides a SaaS platform that enables small and medium-sized businesses, as well as larger organizations, to support customers through channels such as email, phone, websites, and social networks. The company states that its products serve needs in customer service (CS) and IT Service Management (ITSM), and that it has expanded into sales and marketing automation. These offerings are intended to help organizations acquire, engage, and serve both customers and employees across multiple touchpoints.

Within its portfolio, Freshworks highlights Freshdesk as a modern, unified customer service solution and Freshservice as an AI-powered IT Service Management platform. Freshdesk focuses on omnichannel ticketing, communication, and automation to streamline customer support operations. Freshservice is described as providing visibility into assets, dependencies, and service health by unifying IT service (ITSM), asset management (ITAM), and operations management (ITOM) with proactive and predictive workflows.

AI and automation focus

A recurring theme in Freshworks communications is its people-first approach to AI. The company emphasizes AI capabilities branded as Freddy AI, including Freddy AI Agents, Freddy AI Copilot, and Freddy AI Insights. These tools are described as helping automate repetitive tasks, summarize context, suggest responses, route tickets intelligently, and surface insights through conversational analytics and visualizations. Freshworks states that these AI capabilities are embedded directly into service delivery to reduce complexity, accelerate resolution, and support proactive operations across both CX and EX use cases.

Freshworks also reports that its Freddy AI products have achieved growth in annual recurring revenue, and that AI-assisted workflows can help organizations reduce manual steps, increase deflection of routine queries, and improve first-contact resolution in real-world customer environments.

Customer base and market reach

Freshworks reports that tens of thousands of companies use its software. In multiple disclosures, the company notes that nearly or more than 74,000–75,000 companies trust its CX and EX products. Named customers include organizations such as Bridgestone, New Balance, Nucor, S&P Global, Sony Music, and other enterprises across industries. The company also cites customers like Porsche eBike Performance, Fox Communities Credit Union, Tata Consumer Products, Gail’s Bakery, Upayments, iPostal1, Databricks, Coherent, EDF Renewables, the University of Oxford, and others using specific Freshworks products and AI capabilities.

Freshworks states that it derives revenue from North America, Europe, the Middle East and Africa, Asia Pacific, and other regions, indicating a geographically diversified customer base. It positions its offerings as relevant to both small and medium-sized businesses and larger enterprises, including organizations expanding service management beyond IT into functions such as HR, Finance, Legal, and facilities.

Key product areas

Based on company disclosures, several product areas are central to Freshworks:

• Customer experience (CX) software – Centered on Freshdesk, which provides omnichannel ticketing, communication, and automation in a single platform, with AI support for sentiment analysis, response suggestions, and workflow automation.
• Employee experience (EX) and IT service management – Centered on Freshservice, an AI-powered ITSM platform that unifies IT service, asset, and operations management, and uses an intelligent CMDB and proactive workflows to improve incident management and service reliability.
• Enterprise Service Management (ESM) – Through Freshservice for Business Teams, which extends service management to non-IT departments such as HR, Finance, and Legal, allowing these functions to streamline processes, manage requests, and create tailored employee service environments.
• Sales and marketing automation – The company states that it has expanded its offering with sales and marketing automation products to help organizations acquire and engage customers, complementing its service-focused applications.

AI-native ServiceOps and incident management

Freshworks has announced a definitive agreement to acquire FireHydrant, a provider of AI-powered incident management software. The company describes the combination of Freshservice ITSM and FireHydrant’s IT Operations Management (ITOM) capabilities as a unified, AI-native ServiceOps solution aimed at simplifying operations, preventing disruptions, and improving IT service reliability. FireHydrant’s platform includes on-call management, structured major-incident response, and retrospective analysis embedded with AI.

Freshworks highlights that integrating FireHydrant with Freshservice is intended to create unified visibility across service and incident data, enable faster incident response with AI-guided workflows, and support proactive IT by identifying recurring patterns and preventing repeat issues.

Enterprise Service Management beyond IT

The company reports that Freshservice for Business Teams has grown as an add-on to Freshservice ITSM and is also available as an independent product for non-IT functions. Freshworks states that this offering allows HR, Finance, Legal, and other departments to streamline complex processes, create service portals, and deliver consistent, personalized employee experiences.

Freshworks communications describe benefits such as people-first AI for business teams, unified service delivery across departments, rapid impact for HR and employee support through prebuilt workspaces and workflow templates, and no-code configuration for fast deployment. Customer examples cited by the company include Databricks, Coherent, EDF Renewables, and the University of Oxford using Freshservice and related capabilities across multiple functions.

Customer service platform evolution

In the CX domain, Freshworks has described enhancements to Freshdesk, including the Freshdesk Command Center, vertical AI agents, and Freddy AI Insights for customer service. According to the company, the Freshdesk Command Center brings together multichannel conversations (such as email, chat, WhatsApp, and social media) and AI capabilities in a single workspace to reduce manual data retrieval and improve response times. Vertical AI agents are described as prebuilt, industry-specific AI agents for sectors such as eCommerce, fintech, travel, and logistics, with workflows that can resolve common service tasks.

Freddy AI Insights for Freshdesk is presented as providing leaders with real-time visibility into performance trends, anomalies, and root causes, helping them understand support volume spikes, SLA issues, and bottlenecks. These capabilities are framed as addressing software-induced complexity and enabling support teams to focus on higher-value work.

Financial reporting and public company status

Freshworks is a public company with its Class A common stock listed on The Nasdaq Stock Market LLC under the trading symbol FRSH, as disclosed in its SEC filings. The company files periodic and current reports with the U.S. Securities and Exchange Commission, including Forms 8-K that announce quarterly financial results and investor presentations.

In its third quarter 2025 results press release, furnished via Form 8-K, Freshworks reported revenue, operating metrics, and cash flow measures, and provided a financial outlook for subsequent periods. The company also discusses non-GAAP financial measures, such as non-GAAP income from operations and adjusted free cash flow, and explains adjustments related to stock-based compensation, amortization of acquired intangibles, restructuring charges, and other items.

Geographic footprint and industry classification

Freshworks is classified in the Software Publishers industry within the information sector. The company reports that it generates revenue from North America, Europe, the Middle East and Africa, Asia Pacific, and other regions, indicating a multi-region presence. Its customer references span a variety of industries, including retail, financial technology, higher education, manufacturing, utilities, and consumer products, reflecting broad applicability of its CX and EX software.

Use cases and organizational impact

Across its disclosures, Freshworks emphasizes use cases where organizations seek to reduce complexity caused by fragmented tools and manual processes. In IT, this includes modernizing service delivery, improving incident response, and enabling proactive problem prevention. In customer service, it includes consolidating channels, automating routine interactions, and providing agents with AI-supported context and actions. In enterprise service management, it involves enabling non-IT teams to configure their own support environments, manage cross-functional workflows, and enhance employee journeys such as onboarding and offboarding.

The company positions its software as a way for business and technology leaders to improve productivity, shorten resolution times, and support growth by simplifying service operations for both customers and employees.

Investor communications

Freshworks regularly communicates with investors through earnings calls, webcasts, and events such as Investor Day 2025, where it shares information about its vision, long-term strategy, product innovation, go-to-market priorities, and financial outlook. Investor presentations and related materials are referenced in the company’s SEC filings and are made available through its investor relations channels.

Summary

In summary, Freshworks Inc. is a SaaS company focused on uncomplicated, AI-assisted service software for both customer and employee experiences. Its portfolio spans customer support, IT service and operations management, enterprise service management for non-IT teams, and sales and marketing automation. With a reported customer base of tens of thousands of organizations across regions and industries, and a consistent emphasis on people-first AI, Freshworks frames its role as helping organizations reduce software complexity and turn service interactions into drivers of productivity, loyalty, and growth.