What changed in this filing

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Item 1. Business

2024-02-16 compared with 2023-02-23 · 129 added, 99 removed, 150 unchanged (60% of the section changed)

Our mission is to make it fast and easy for businesses to delight their customers and employees.

We provide businesses of all sizes with modern SaaS products that are designed with the user in mind.

We started with Freshdesk, our customer experience (CX) product, and later expanded our offering to include Freshservice, our IT service management (ITSM) product.

We deliver modern and innovative AI-guided customer and employee service solutions that enable companies of all sizes to drive delightful engagement and increase productivity.

We started with Freshdesk, our customer service (CS) product, and later expanded our offering to include Freshservice, our IT and employee service management (ITSM) product.

Next, we introduced Freshsales and Freshmarketer, our sales force and marketing automation solutions, and Freshchat, our messaging/chat product offering.

Currently, more than 63,400 businesses use our software to delight their customers and employees.

Our powerful software delivers the modern functionality and capabilities businesses need, while being intuitive and easy to use, rapid to onboard, agile, and affordable for organizations of all sizes.

Currently, more than 67,100 businesses use our software to make engaging customers and employees more efficient and enjoyable.

Our enterprise-grade platform and products deliver the modern functionality and capabilities businesses need, while being intuitive and easy to use, rapid to onboard, agile, and affordable for organizations of all sizes.

We build intelligence and automation into our products wherever possible to accelerate user productivity and allow them to quickly meet the increasing demands of their customers and employees.

By accelerating time to value, increasing productivity, and lowering costs, we provide businesses with a concrete return on their investment in Freshworks.

With an increased ability to delight customers and employees, businesses also benefit from improved customer and employee retention, higher net promoter scores (NPS), and better business outcomes.

Businesses from more than 170 countries around the world use Freshworks products to delight their customers and employees every day.

With an increased ability to delight customers and employees, businesses also benefit from improved retention, higher net promoter scores (NPS), and better business outcomes.

Businesses from approximately 170 countries around the world use Freshworks products to delight their customers and employees every day.

As of December 31, 2023, over 50% of our annual recurring revenue (ARR) was from customers with more than 250 employees.

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We drive potential customers to our website as the

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primary channel to learn about our solutions and we offer 14-day free trials of our products, giving potential customers flexibility to try before they buy.

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Products and Capabilities

Freshworks provides solutions that serve the needs of users in the CX and ITSM categories, and we have also expanded our offering with Sales and Marketing automation products.

Freshworks provides solutions that serve the needs of users in the CS and ITSM categories, and we have also expanded our offering with Sales and Marketing automation products.

These product offerings enable organizations to acquire, engage, and better serve their customers and employees.

For customer facing teams, we offer our CX family of products, including Freshchat, Freshdesk Support Desk, Freshdesk Omnichannel Suite, Freshdesk Contact Center, and Freshdesk Customer Success.

These products allow businesses to delight their customers across touchpoints, streamline customer conversations, and automate repetitive tasks.

For employee facing teams, our ITSM product, Freshservice, provides both the intelligence and automation businesses need to give employees the “consumer” like experience they now expect.

We also offer additional products, including management of HR and non-IT departments.

These products and capabilities are relatively nascent, but we believe they provide evidence of our continued focus on innovation and will be growth opportunities for Freshworks in the future.

For customer facing teams, we offer our CS family of products, including Freshworks Customer Service Suite, Freshdesk, Freshchat, Freshcaller, and Freshsuccess.

These products allow businesses to deliver effortless, self-service resolutions for their customers, a unified workspace for their agents, and performance insights for their leaders.

For IT and employee-facing teams, our service management product, Freshservice, provides both the intelligence and automation businesses need to give employees the “consumer” like experience they now expect.

Freshservice provides a foundation for managing the IT department and extends to other departments like HR and Facilities.

For go-to-market teams, our Sales and Marketing products of Freshsales, Freshmarketer, and Freshsales Suite align users with a unified view of the customer journey to better acquire, engage, and close customers.

All of our products leverage our Freshworks Neo platform, which provides shared services that enable us to rapidly innovate and release new products.

Businesses can use Neo—which provides a low-code development and a hassle-free deployment environment—to extend and integrate Freshworks into their existing solutions and perform advanced analytics to gain insights that help them run their businesses more efficiently.

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All of our products leverage our Freshworks Neo platform, which provides shared services that enable us to rapidly innovate and release new capabilities.

Freddy AI, our generative AI-powered platform service, enables businesses to more efficiently deliver customer and employee delight at scale.

Businesses can also use Neo's Developer platform and Marketplace to extend and integrate Freshworks into their existing systems and advanced analytics to gain insights that help them run their business more efficiently.

Freshworks Products Overview

Customer Relationship Management (CRM) Product Offerings

Freshworks has a unified CRM platform that encompasses Conversational Support, Sales and Marketing.

Customer Experience (CX) Product Offerings

The main product line of our CX offerings is Freshdesk.

It is a multi-product offering that includes all capabilities that customers expect in an "omni-channel" offering, including:

• Freshdesk Support Desk .

Freshdesk Support Desk enables businesses to delight their customers at every service engagement touchpoint across traditional channels like email as well as modern channels like messaging and social media.

Freshdesk Support Desk helps agents resolve complex issues through its powerful collaboration, tools, intelligent automation and provision of a unified view of the customer.

Freshdesk also helps improve agent productivity through omniroute technology that balances agent workload intelligently across channels and agent availability, native field service management tools, and embedded collaboration within a customer record.

Freshdesk Support Desk also has native technology that scales with the customer, including multilingual support capabilities and prescriptive analytics that support better insights and business decisions.

• Freshdesk Contact Center.

Freshdesk Contact Center provides agents with a modern, cloud-based telephony system to connect with customers that supports complex call-flows, number and call management, IVR, and routing needs.

Freshdesk Contact Center also provides a live dashboard and reports along with other agent productivity tools.

• Freshdesk Omnichannel Suite.

Freshdesk Omnichannel Suite, an integrated suite of Freshdesk Support Desk, Freshchat, and Freshdesk Contact Center solutions, delivers a single, unified customer experience that moves with the customer across multiple support channels.

Customer experience agents that use Freshdesk Omnichannel Suite are able to engage and track customers across digital and traditional channels to provide a superior customer experience to delight customers.

• Freshdesk Customer Success.

Freshdesk Customer Success helps customer success managers at B2B subscription companies proactively manage their customers to increase customer retention and delight.

Freshworks has a unified CRM platform that encompasses Support, Sales and Marketing.

Customer Service (CS) Product Offerings

The flagship product of our CS offerings is the Freshworks Customer Service Suite.

It combines AI-powered, self-service bots, a conversational agent workspace, and powerful ticketing capabilities that allow our customers to deliver seamless, effortless experiences to their clients and consumers.

Freshworks also offers various products to address specific use cases.

• Freshworks Customer Service Suite .

Customer Service Suite is an all-in-one customer service solution supercharged with AI.

The Suite provides automated, personalized self-service on every channel, including web, chat, mobile messaging, email, and social.

With a full customer context and AI-powered assistance, agents deliver fast resolutions and empathetic customer service.

Unified performance reports and proactive insights and recommendations allow leaders to make data-driven decisions and take action faster.

With an all-in-one solution, our customers realize impact fast and experience higher returns on their technology investments.

Freshdesk is a ticketing-centric customer service solution supercharged with AI.

Freshdesk provides advanced ticketing capabilities, self-service experiences powered by knowledge bases and portals, and easy collaboration across teams.

Companies can provide support across email, portals, knowledge bases, and social channels.

Customers effortlessly self-serve through knowledge bases and branded portals.

Agents deliver fast resolutions with AI-powered assistance tools, such as suggested responses and conversation summaries.

Easy-to-use collaboration tools allow agents to collaborate with subject matter experts and different departments to get more complex issues resolved.

Freshdesk makes customer service fast and easy for businesses looking for a ticket-centric customer service solution with enterprise-grade capabilities.

• Freshcaller.

Freshcaller is a cloud-based telephony solution that helps teams deliver fast resolutions over voice as a channel.

Freshcaller supports complex call-flows, number and call management, IVR, and advanced routing.

Companies boost call deflection with AI-driven voice bots.

Leaders improve service delivery with live dashboards, productivity reports, and live tracking.

Freshcaller is often included as part of the complete CS as well as Sales & Marketing offerings.

• Freshsuccess.

Freshsuccess is a customer success solution that helps B2B companies better retain and expand revenue within their customer base.

It helps teams proactively address potential attrition risks and identify upsell opportunities with an actionable view of customer data, such as customer health, support, and communications history.

Freshsuccess boosts team productivity by standardizing customer outreach, automating tasks, and streamlining reporting.

Messaging/Chat Product Offerings

Freshchat provides agents with a modern conversational user interface to proactively engage with their customers across web, mobile, and social messaging applications.

Our Freshchat bot technology allows businesses to provide self service to customers by automating commonly performed transactions and providing answers to frequently asked questions.

Freshchat is also commonly included as part of the complete CRM and CX offerings noted above.

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Freshchat provides agents with a modern conversational experience to proactively engage customers across digital messaging channels such as WhatsApp, Google Business Messages, SMS, and more.

Freshchat enables automated and personalized self-service for fast resolutions.

When an issue requires agent support, a customer is

seamlessly transferred to an agent.

Agents are equipped with a full customer context and AI productivity tools to deliver fast resolutions.

Leaders gain unified dashboards and reports to drive team performance.

Freshchat is commonly included as part of the complete CS, Sales & Marketing, and ITSM offerings.

Sales and Marketing Product Offerings

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• Freshsales .

Freshsales enables increased seller productivity by providing a multi-tiered approach to automating sales workflow and processes (including emails, telephony, appointments tasks and other information) all within a salesperson’s personalized activity dashboard.

Freshsales also provides configure-price-quote functionality to quickly create quotes and AI-driven pipeline management to help salespeople predict deals performance and make smarter decisions to accelerate the sales cycle.

Freshsales has the capability to provide out-of-the-box dashboards, real-time insights and the ability to create customer reports and metrics to measure efficiency.

Freshsales is an advanced and user-friendly sales automation solution crafted to enhance businesses by boosting revenue growth and fostering strong customer connections.

With its powerful feature set, Freshsales simplifies sales workflows, from lead generation to deal finalization and even Configure-Price-Quote.

Boasting features like contact and opportunity management, AI-driven insights, and forecasting, Freshsales empowers sales teams to operate more intelligently, thereby improving productivity and morale.

Powered by the unified customer record and the neo platform, sellers have instant access to 360-degree customer data, facilitating personalized, contextual interactions.

Freshsales is a trusted choice for businesses of varying sizes, offering the flexibility and scalability necessary to adapt to dynamic market conditions and excel in today's competitive landscape.

• Freshmarketer .

Freshmarketer allows businesses to proactively drive stronger lead generation and conversion through delivery of personalized campaigns with specific target audiences, use of lead generation bots to provide relevant and valuable content to potential customers, and better targeting of the right audiences to improve conversion opportunities.

Freshmarketer also allows businesses to drive acquisition, nurturing, or retention initiatives by enabling them to build and automate multi-channel marketing journeys for different audience segments and to run conversion optimization processes for increased website performance.

Freshmarketer is a cutting-edge marketing automation solution that empowers businesses to redefine their marketing strategies.

Tailor personalized campaigns to specific target audiences, leverage intelligent automation for timely and relevant interactions, and optimize conversion strategies seamlessly.

From streamlined customer acquisition to strategic nurturing and retention initiatives, Freshmarketer enhances every aspect of your marketing efforts.

With a relentless focus on data-driven insights and efficient workflows, Freshmarketer transforms your marketing landscape.

Embrace the future of marketing automation with Freshmarketer – a powerful and intuitive platform designed for unparalleled success in today's dynamic business environment

• Freshsales Suite.

Freshsales Suite, an integrated suite of Freshsales and Freshmarketer solutions, delivers a single unified sales and marketing solution that allows businesses to engage and track customers across their buying journey.

Freshsales Suite includes a unified customer record for better engagement across each customer touchpoint.

IT Service Management (ITSM) Product Offerings

The main product of our ITSM offering is Freshservice, which helps IT organizations ensure the allocation and availability of technology throughout the company.

Freshservice capabilities increase employee productivity and job satisfaction so that each employee can best contribute to desired business outcomes.

Freshservice is an all-in-one, intuitive service management solution that integrates several traditionally disparate technologies, such as IT Service Management, IT Operations Management, IT Asset Management, Project & Portfolio Management, and Enterprise Service Management, into a single unified solution.

• Freshservice enables organizations to use its AI-powered service management capabilities to streamline IT service delivery, including unified incident management for holistic handling of incidents, knowledge management and change management.

Freshservice supports employee productivity by enabling internal teams to onboard new employees into an organization quickly and with Freshservice's multi-channel approach for self-service, employees are able to interact with service desks across departments using their channel of choice.

Freshservice also offers various efficiency capabilities such as asset management tools for the efficient utilization of assets, integrated project management for collaboration and efficiency across an organization, integrated alert management for timely resolution of service-impacting incidents, powerful dashboards and reporting functionality for greater insights to improve service delivery and virtual agent capabilities that gives employees the option to use self-service with chatbots to rapidly resolve employee service requests.

Recent additions are service-aware IT Operations capabilities, that automates the processing of large amounts of machine-based system monitoring data and automating response and resolution to service disruptions.

• Freshservice for Business Teams is a new offering introduced in late 2022 that enables business teams outside of IT to benefit from service management and workflow automation.

Non-IT departments such as HR, Finance, Facilities, and Legal, all grapple with a high volume of employee requests that can be easily managed through service management principles.

Freshservice for Business Teams enables admins in each non-IT department to manage those requests through their own interface that is tailored for the needs of their individual department.

The Freshsales Suite, a seamless integration of Freshsales and Freshmarketer solutions, goes beyond traditional sales and marketing tools.

This comprehensive suite offers businesses a unified platform, facilitating cohesive engagement and detailed tracking of customers throughout their entire buying journey.

With a robust 360-degree customer data approach, the Freshsales Suite provides a holistic view, ensuring businesses have a comprehensive understanding of customer interactions.

This unified solution, powered by a consolidated customer record, enables businesses to elevate their engagement strategies across each touchpoint in the customer journey, resulting in more informed and personalized interactions.

IT and Employee Service Management (ITSM) Product Offerings

Freshservice is a unified, AI-powered solution with essential IT and employee service management capabilities that empower our customers to provide reliable services company-wide.

• Freshservice, leveraging the power of AI, transforms the way end users, agents, and decision-makers work by replacing forms, lists, and queries with conversational, collaborative, and omnichannel experiences.

Freshservice includes virtual agents that help employees resolve issues, make requests, and answer questions without contacting the service desk.

Freshservice increases agent productivity by automating routine work like summarizing tickets, generating responses, and creating consistent tone and clarity of responses.

Leveraging AI, Freshservice enables decision-makers with actionable insights through a conversational data mining and analysis approach.

• Freshservice delivers the capabilities leaders need to manage the IT estate, including ITSM, IT Operations Management (ITOM), and IT Asset Management (ITAM), on the same platform, enabling collaboration across teams.

Freshservice streamlines IT service delivery, providing a unified approach to incident, request, knowledge, change, and problem management.

Our service-aware IT operations management provides integrated alert management by processing large amounts of machine-based system monitoring data to put the focus on critical areas and drive fast resolution.

Asset management helps optimize the assets used to provide services on-premises, hybrid, and cloud.

Freshservice also offers powerful dashboards and reporting functionality to improve service delivery.

• Freshservice for Business Teams provides a unified employee service experience while ensuring the secure separation of departmental data.

Freshservice for Business Teams enables non-IT departments like HR, Finance, Facilities, and Legal to benefit from service management and workflow automation.

Additional Products

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Most recently, we introduced Freshsurvey, a free tool built entirely on the Neo platform that makes it easy to measure NPS and other satisfaction metrics directly within Freshworks products.

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Our Platform—Freshworks Neo

Freshworks Neo enables customers to extend and integrate Freshworks solutions to mold their business processes today, and adapt to business changes in the future.

In addition, it provides a set of common, shared services to rapidly innovate and release new products.

Key components of our Neo platform include a developer platform, enterprise services, foundational services, and the Freshworks Marketplace:

• Our developer platform enables businesses and developer partners to build, deploy and run feature-rich apps using product APIs, webhooks, and the Freshworks low code serverless application stack.

The platform enables businesses to extend the Freshworks products to serve their specific needs and integrate easily into their existing applications and, in turn, daily workflows.

• Enterprise services include:

unified customer record to improve context and insight, easy custom object creation, analytics to increase insight and collaboration capabilities to improve teamwork.

• Foundational services include:

events notifications to synchronize and trigger across business systems, enterprise grade security, customer conversation channels to broadly engage with customers and Neo Admin Center for unified control of platform services.

• The marketplace includes private and public apps to integrate Freshworks products with their existing ecosystem.

The ecosystem of apps and integrations easily extends, enhances, and customizes the capabilities of Freshworks products.

Users of any Freshworks product can install from over 1,100 free and paid applications across a wide range of categories, including agent productivity, e-commerce, bots, Sales and Marketing, reporting and analytics.

Our Neo platform is the AI-powered, enterprise-grade foundation for all Freshworks products.

Key components of our Neo platform include an AI engine, a Developer platform, the Freshworks Marketplace, analytics service and unified customer experience services.

• Freddy AI is Freshworks' native AI engine that brings the power of generative AI to all Freshworks products.

Customers are able to gain personalized support via Freddy Self Service, contextual user assistance via Freddy Copilot, and actionable insights via Freddy Insights.

• The Developer platform allows businesses to extend the Freshworks product experience by enabling them to build apps with our toolkits and comprehensive documentations, supported by a thriving community.

Freddy Copilot for developers, our latest generative AI capability, helps significantly accelerate the app development process.

• The Marketplace, a curated collection of over 1,200 apps, offers plug-n-play extensibility to Freshworks products.

These applications cover a wide range of categories including agent productivity, collaboration, data sync, data migration, workflow automation, etc.

and can be accessed directly from the product user-interface.

• The analytics service, an AI-powered no-code engine, enables users to analyze data, create data visualizations, and derive insights and actionable recommendations.

• The unified customer experience services are a combination of shared capabilities that enable a unified experience natively inside our products.

These services include Neo Admin Center to centrally manage security and billing for our products, UCR to power a holistic view of the customer, Custom Objects to bring in the customers’ business critical data into our products and Conversations to unify B2B and B2C channels.

Freshworks products are cloud-native SaaS systems that are based on modern, proven technologies—Ruby on Rails, Java, and MySQL.

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Our cybersecurity program is based on the concept of defense-in-depth and focuses on securing data at every layer.

Our security posture is maintained by utilizing both enterprise best-of-breed technologies and customized open-source solutions to identify, detect, and prevent cybersecurity threats, as well as 24x7 monitoring for malicious activity.

It encompasses product security, security architecture and engineering, cloud security, penetration testing, third-party risk management and customer support.

Our security posture is maintained by utilizing both enterprise technologies and customized open-source solutions designed to identify, detect, and prevent cybersecurity threats, as well as 24x7 monitoring for malicious activity.

Our cybersecurity program encompasses product security,

security architecture and engineering, cloud security, penetration testing, third-party risk management and customer support.

Our production network and systems are accessible only to authorized Freshworks personnel.

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Our governance process is geared to identify and implement infrastructure and production architecture optimizations, and effectively utilize the capabilities of our technology and cloud vendors.

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Research and Development

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Sales and Marketing

The foundation of our go-to-market strategy is a highly efficient inbound motion driven by PLG, as well as paid campaigns and search engine optimized (SEO) content marketing and listings across peer review sites to drive organic traffic.

Leads are ushered into a trial where they experience in-app cues and functionality that prompts conversion to paying customers.

The foundation of our go-to-market strategy is a highly efficient inbound motion driven by PLG, as well as paid campaigns and search engine optimized (SEO) content marketing, affiliates and listings across peer review sites to drive organic traffic.

Leads are ushered into a trial where they experience in-app triggers, lifecycle emails and functionality that prompts conversion to paying customers.

We layer in both an outbound sales and marketing motion, as well as a partner-led sales distribution strategy to increase success across the breadth of our market opportunity.

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A significant number of companies have developed or are developing products and services that currently, or in the future may, compete with some or all of our offerings.

Many of these services do not offer complete solutions—often they provide a feature comparable to a component of our platform (e.g., only customer experience management, only IT service management, only Sales and Marketing).

Within CX, we primarily face competition from CX suites, such as Salesforce, Zendesk, and Zoho, legacy vendors, such as Oracle and SAP, and pure-play vendors.

Many of these services do not offer complete solutions—often they provide a feature comparable to a component of our platform (e.g., only customer service management, only IT service management, only Sales and Marketing).

Within CS, we primarily face competition from CS suites, such as Salesforce, Zendesk, and Zoho, legacy vendors, such as Oracle and SAP, and pure-play vendors.

Within ITSM, we primarily face competition from traditional vendors, such as ServiceNow, BMC, Ivanti/Cherwell, and modern pure-play vendors, such as Atlassian.

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• product-led go-to-market motion;

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• fast to go-live;

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We rely on a combination of patents, trademarks, copyrights, trade secrets as well as contractual provisions and restrictions to establish and protect our proprietary rights.

As of December 31, 2022, we had twelve issued U.S.

patents that expire between 2037 and 2040, and nine pending patent applications.

As of December 31, 2023, we had sixteen issued U.S.

patents that expire between 2037 and 2041, and twelve pending patent applications.

While we believe our patents and patent applications in the aggregate are important to our competitive position, no single patent or patent application is material to us as a whole.

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We intend to pursue additional intellectual property protection to the extent we believe it would be beneficial and cost effective.

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Our Culture and Employees

As of December 31, 2022, our human capital resources were comprised of approximately 5,400 employees in offices in North America, Europe, and Asia-Pacific.

The majority of our workforce, approximately 4,580 employees, is based in India, where most of engineering, product design, sales and marketing, customer support, and general and administrative personnel are located.

Our company headquarters are based in San Mateo, California, where most of our executives are located, and our other global offices are primarily focused on regional sales and marketing activities.

We consider our relations with employees in each geography to be good, and we have not experienced any work stoppages.

Our culture is supported by the focus on the following four pillars of our Culture Code:

Craftsmanship, Happy Work Environment, Agility with Accountability, and True Friend to the Customer.

Together, these principles create the acronym CHAT, and guide our people and talent strategy.

That is, at every employee touchpoint, from early recruitment all the way through the employee lifecycle, we focus on creating a culture that supports high-quality work, joy and pride in that work, speed to execution, and intense customer focus.

The Freshworks Culture Code is not simply words on a page—rather it is both a statement of what we are today and what we aspire to be as we continue to grow.

Employee programs are also designed to reflect our Freshworks’ Culture Code.

Freshworks aspires to be one of the most loved companies in the world.

Creating “moments of wow” for employees is a key part of our talent strategy.

We focus on supporting our employees not only within their own teams and careers, but also in employee wellness, including a clear focus on physical and mental health.

Full-spectrum diversity, equity, and inclusion are key priorities for us.

The Freshworks Inclusion Board oversees diversity, equity, and inclusion initiatives.

Freshworks Women 360 is our employee resource group focused on career growth, mentorship, and professional development for women at Freshworks.

Additionally, we have publicly joined Pledge for Equality, stating our commitment that 40% of the Freshworks global workforce will be women.

Women represented approximately 35% of our global workforce as of December 31, 2022.

Employee and leadership development are critical pieces of our talent management strategy.

Our mission is to help businesses create delightful customer and employee experiences.

That goal starts at home with our own team – and we strive to help our people succeed by continuously finding better, more human ways to work.

CEO and Founder Girish Mathrubootham, said, “From the beginning, I wanted to build a company optimized for employee happiness;

we want our employees to have the best experience of their life at Freshworks.

And for us, the journey will always be more important than the destination.”

Over time, we codified this virtue into leadership competencies embodied by all employees.

They function as a behavioral compass to guide us to long term goals, on good days and the not-so-good days and are pivotal to creating our Freshworks culture and drive our business performance.

• We focus on our customers.

We build and deliver solutions that exceed our customer expectations.

We identify new opportunities that benefit their needs.

• We drive results.

We persist in accomplishing objectives despite obstacles and setbacks.

We push ourselves and help others achieve results.

• We collaborate.

We work cooperatively to achieve shared objectives.

We credit others for their contributions and accomplishments.

• We innovate.

We come up with useful ideas that are new, better or unique.

We take creative ideas and put them into practice, fast.

We are agile and readily adapt and adjust in the moment.

• We value differences.

We contribute to a work environment where differences are valued and supported.

We embrace a variety of cultures, experiences, styles and backgrounds to get results.

Our employee programs, benefits and development programs are designed to reflect our growth mindset culture and play a critical role in our talent management strategy.

We focus on supporting our employees not only within their own teams and careers, but also in employee wellness.

Our Employee Resource Groups are designed to promote inclusiveness and give everyone a chance to contribute their knowledge, skills, and unique perspectives.

Our social impact initiatives include the STS Software Academy and on-going support of our communities in times of need.

We plan to continue investing in leadership capabilities and employee experiences as we believe that this is a key differentiator for our employer brand and for delivering exceptional business outcomes.

As of December 31, 2023, we had a hybrid workforce of approximately 4,900 employees in North America, Europe, Asia and Australia.

We’re headquartered in San Mateo, CA and have 13 other offices across the globe with a majority of employees based in India, where we were founded.

Major areas of focus in this region include engineering, product design, customer support, in-bound sales and general and administrative personnel.

Available Information

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These filings with the SEC are also available on the SEC’s website located at www.sec.gov .

We announce material information to the public through a variety of means, including filings with the SEC, press release, public conference calls, our website (freshworks.com) and the investor relations section of our website (ir.freshworks.com).

We announce material information to the public through a variety of means, including filings with the U.S.

Securities and Exchange Commission, press releases, public conference calls, our website (freshworks.com), the investor relations section of our website (ir.freshworks.com), our LinkedIn account (linkedin.com/company/freshworks-inc/), and our X (formerly Twitter) account (@FreshworksInc).

We use these channels to communicate with investors and the public about our company, our products and services and other matters.

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Compared sentence by sentence after normalising whitespace, quotation marks, case and digits, so re-formatting and restated figures do not read as changed language. Wording changes appear as one removal and one addition. The current filing and the prior one are authoritative.

What changed 10-K

Item 1. Business