Freshworks (Freshdesk)

Freshworks is a suite of AI-enabled service software designed to deliver employee and customer experiences. It is marketed as a unified service operations platform for the AI era. The product is intended for IT, engineering, and business teams, including departments such as HR, Finance, and Legal. Key capabilities include IT Service Management (ITSM) that moves from reactive support to proactive service, Enterprise Service Management for scaling employee service with AI-powered workflows and private workspaces, IT Asset Management for gaining visibility across IT infrastructure and preventing outages with AI that connects alerts, assets, and incidents, and Modern Incident Management for engineering teams to minimize downtime with AI-powered incident response workflows. The platform features a built-in AI called Freddy AI, which is embedded across service workflows to assist with deflecting tickets, accelerating incident resolution, uncovering root causes, routing tickets to the right agent based on skills and priority, and providing AI-powered assistance via an AI Copilot. The software is trusted by over 74,000 businesses worldwide.