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Item 1. Business

2026-02-26 compared with 2025-02-20 · 144 added, 141 removed, 117 unchanged (71% of the section changed)

We provide people-first, AI service software that organizations use to deliver exceptional customer and employee experiences.

We provide our solutions in two product families:

Customer Experience (CX) and Employee Experience (EX).

CX products include Freshdesk, Freshdesk Omni, Freshchat, Freshsales, and Freshmarketer.

EX products include Freshservice, Freshservice for Business Teams and Device42.

Our generative AI offerings, Freddy AI Agent and Freddy AI Copilot, further enhance the customer and employee experience.

Freddy AI Agent offers always-on, autonomous, personalized resolutions to customer and employee queries.

Freddy AI Copilot provides always-on contextual assistance for customer support, employee support, marketing and sales use cases, designed to boost productivity.

Currently, over 72,000 companies use Freshworks' uncomplicated solutions to increase employee efficiency and customer loyalty.

Our solutions and platform are enterprise-grade without the enterprise complexity.

Our fresh approach to EX and CX software is designed to be easy to use and ready to scale and to deliver rapid time to value to companies of all sizes.

With an increased ability to delight customers and employees, Freshworks' customers have improved retention, achieved higher customer satisfaction scores and better business outcomes.

Our secure and native AI enables businesses to stay ahead of the curve with the latest technologies and is designed to deliver a tangible return on investment.

Built to deliver exceptional customer experiences and employee experiences, Freddy AI has helped users in customer support and IT autonomously resolve service requests.

We provide people-first AI service software that organizations use to deliver exceptional employee and customer experiences.

Our employee experience (EX) products include Freshservice, Freshservice for Business Teams, Device42 and FireHydrant.

Our customer experience (CX) products include our Freshdesk suite of products.

Our AI offerings, which include Freddy AI Agents, Freddy AI Copilot and Freddy AI Insights, further enhance the employee and customer experience and are designed to boost productivity.

Currently, nearly 75,000 companies use Freshworks' uncomplicated solutions to increase employee efficiency and customer loyalty.

Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results.

Our people-first approach to AI is designed to eliminate friction, making employees more effective and organizations more productive.

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

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Our total revenue was $838.8 million, $720.4 million and $596.4 million in the years ended December 31, 2025, 2024 and 2023, respectively, representing year-over-year growth rates of 16% and 21%, respectively.

Our Business Model

Product-led growth (PLG) is the core foundation of Freshworks and has helped us serve organizations of all sizes.

The simplicity and powerful functionality underpinning our Freshworks solutions act as the primary driver of customer acquisition, conversion, and expansion by driving trials of our products that we supplement with our inbound and outbound sales motions.

Our pricing is transparent, affordable, and easy to understand, reducing the length of sales cycles and increasing the efficiency of marketing and sales.

This enables us to disrupt the traditional top-down sales motion, letting users, not executives, designate Freshworks as their software of choice.

Our go-to-market approach allows us to respond to how businesses want to buy our products.

This flexible approach capitalizes on the strong user-driven adoption and user love for our products with a dedicated focus on driving successful adoption and expansion within organizations and divisions of large organizations.

We offer our products under both free and paid subscription plans, further reducing friction to adoption and accelerating our go-to-market motion.

Our Business Models

Freshworks provides solutions that enable organizations to acquire, engage, and better serve their customers and employees.

Our value proposition to customers is clear - powerful and modern solutions that are simple and intuitive to implement and that were built to provide rapid time to value and compelling ROI.

We focus on meeting customers where they are, with transparent pricing and a go-to-market strategy that allows us to efficiently serve organizations of all sizes.

Our nimble go-to-market approach capitalizes on the strong user-driven adoption and user love for our products with a dedicated focus on driving successful adoption and expansion within organizations.

We continue to innovate, bringing new products to market to solve important customer pain points.

These solutions give our sellers more ways to land new customers with bigger deals, and a healthy pipeline of incremental expansion opportunities for our existing customers.

We offer our products under both free trial and paid subscription plans, further reducing friction to adoption and accelerating our go-to-market motion.

We focus our go-to-market motion on businesses based on their size:

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• Inbound motion :

Our inbound motion is the primary way we sell to organizations, regardless of the organization’s size or industry.

We rely on efficient search marketing and word of mouth to encourage individual users or small teams

within an organization to discover, try, and purchase our products.

Our inbound motion is the primary way we sell our CX solutions to organizations, regardless of the organization’s size or industry.

We rely on efficient search marketing and word of mouth to encourage individual users or small teams within an organization to discover, try, and purchase our products.

We drive potential customers to our website as the 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.

• Outbound motion :

This approach is focused on mid-market and enterprise organizations.

We have significantly strengthened our outbound motion in recent years in response to demand from mid-market and enterprise organizations.

We rely on three main groups to drive our outbound business:

outbound marketing, sales development representatives, and field sales representatives.

We utilize our outbound motion in conjunction with our inbound efforts to help accelerate the adoption of our products, and the increased usage of our products within existing customers.

We utilize our outbound motion in

conjunction with our inbound efforts to help accelerate the adoption of our products, and the increased usage of our products within existing customers.

• Partner ecosystem :

Our growing partner ecosystem enriches our offerings, scales our geographic coverage, and helps us reach more EX and CX buyers, thus amplifying our go-to-market investments.

Our growing partner ecosystem enriches our offerings, scales our geographic coverage, and helps us reach more buyers, thus amplifying our go-to-market investments.

Our partner ecosystem consists of channel resellers, independent software vendors (ISV) and marketplace partners, including developers.

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Products and Capabilities

Freshworks provides solutions that serve the needs of users in the CX and EX categories.

Freshworks provides solutions that serve the needs of users in the EX and CX categories.

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

For customer-facing teams, we offer our AI-powered, CX family of products, including Freshdesk, Freshdesk Omni, Freshchat, Freshsales, and Freshmarketer.

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, we offer our AI-powered EX family of products, including Freshservice, Freshservice for Buisness Teams and Device42.

Freshservice is our unified IT Management platform that combines IT Service management, IT Operations management, IT Asset Management and Employee Service Management on the same platform.

Freshservice provides both the intelligence and automation organizations need to give employees the “consumer” like experience they now expect.

With Freshservice for Business Teams, this platform also extends to non-IT departments like HR, Facilities and Legal.

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

For IT and employee-facing teams, we offer our AI-powered EX family of products, including Freshservice, Freshservice for Business Teams, Device42 and FireHydrant.

Freshservice is our unified IT and enterprise service management platform that brings together IT Service Management, IT Operations Management, and IT Infrastructure Management.

The platform provides automation, conversational support, and AI-driven insights for employees, agents, and organizational leaders.

Freshservice for Business Teams extends these capabilities to departments such as HR, Facilities, Finance, and Legal and can be used independently by individual business units.

Device42 adds advanced discovery, inventory, and dependency mapping across complex IT environments.

FireHydrant unifies alerting, on-call coordination, major-incident response, and post-incident analytics in a single system.

For customer-facing teams, our AI-powered CX family of products are designed to streamline customer service, sales, and marketing operations.

Our Freshdesk Omni product is a comprehensive omnichannel customer service platform that unifies every customer interaction, simplifies support operations to enable self-service resolutions for their customers, empowers agents to deliver exceptional experiences by bringing together all support channels into a single workspace and provides performance insights for their leaders.

Our CX portfolio also includes Freshdesk, an AI-powered ticketing and case management solution for fast issue resolution;

Freshchat, a customer messaging platform enabling live chat, and engagement across messaging channels;

Freshcaller, a cloud-based contact center solution for scalable voice operations;

Freshsales, a sales CRM for pipeline management and deal closure;

and Freshmarketer, a marketing automation platform for campaign orchestration and lead nurturing.

Our products leverage the Freshworks platform, which provides shared services that enable us to rapidly innovate and release new capabilities.

This includes Freddy AI, our generative AI-powered suite of services, that enable organizations to more efficiently deliver customer and employee delight at scale.

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Freshworks Solutions Overview

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 and consistent services company-wide.

• Freshservice .

Freshservice provides a modern IT and enterprise service management platform that enables organizations to manage the full IT estate, including IT Service Management (ITSM), IT Operations Management (ITOM), and IT Infrastructure Management (ITIM).

The platform streamlines service delivery by supporting incident, request, knowledge, change, and problem management within a unified system.

Freshservice also offers service-aware operations capabilities, including integrated alert management, major incident management, on-call management, and service health monitoring.

Freshservice incorporates AI capabilities to improve the productivity of employees, service agents, and organizational leaders by providing insights that support faster, data-driven decision-making.

Its AI agents, powered by Freddy AI, help employees resolve issues, make requests, and access information through conversational interfaces without requiring direct interaction with the service desk.

Freshservice also provides Freddy AI Copilot for EX which includes AI-assisted tools designed to help agents summarize tickets, generate responses, automate routine tasks, and enhance consistency and accuracy in service delivery.

In addition, the platform offers Freddy AI Insights, which includes AI-driven insights that help organizations identify operational trends, detect anomalies, and analyze underlying drivers of service performance.

These capabilities support proactive decision-making and enable teams to investigate issues, visualize key metrics, and derive insights without manual reporting.

Freshservice also includes dashboards and analytics that enable organizations to monitor performance and optimize service operations across on-premises, hybrid, and cloud environments.

• Freshservice for Business Teams .

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

The offering enables non-IT departments such as HR, Finance, Facilities, and Legal to implement service management and workflow automation.

In addition to supporting cross-functional use cases within organizations, Freshservice for Business Teams is also available for deployment by individual business units to address their specific service management needs.

D42 Parent, Inc., a Freshworks company, provides advanced IT discovery and dependency mapping, as well as capabilities for asset and inventory management, application dependency mapping, compliance management, data center infrastructure management (DCIM), IP address management (IPAM), IT asset management (ITAM), resource utilization tracking, and software license management.

Device42 is designed to continuously discover, map, and provide complete visibility across on-premises and cloud IT environments.

With its built-in AI capabilities and reporting, Device42 helps customers get answers fast and accurate insights about their IT infrastructure that help them solve problems faster, maintain compliance requirements, reduce risk, and ensure business continuity.

• FireHydrant.

FireHydrant Inc.

, a Freshworks company, is a modern incident management platform that enables engineering and operations teams to manage the full incident lifecycle, from initial alerting through post-incident review.

The platform unifies alert ingestion and routing, on-call scheduling and escalation policies, major-incident coordination, automated runbooks, collaboration capabilities, and post-incident analytics in a single system, helping organizations resolve service disruptions efficiently and continuously improve operational resilience.

The Freshworks Platform

The Freshworks platform is the AI-powered, enterprise-grade foundation that unifies customer experience and employee experience product lines.

It provides common data, workflow, analytics, AI tools, and administration services that are used across applications and can be extended by customers and partners.

• Native AI products.

Our AI products include Freddy AI, embedded across our EX and CX products to assist, automate, and analyze service workflows.

Freddy AI comprises AI Agents capable of reasoning and autonomous support actions, assistive AI Copilots for workflow guidance and acceleration, and AI Insights for proactive insights and conversational insight generation.

These capabilities are designed to help resolve requests, provide contextual assistance, and surface insights within product experiences across the service lifecycle.

Freddy AI Agents provide always-on, conversational assistance to customers and employees, enabling them to resolve issues quickly and efficiently across channels.

Freddy AI Copilot acts as a coach and collaborator that helps boost agent productivity and performance by summarizing tickets and conversations, suggesting responses, and providing quality coaching and feedback after every interaction.

Freddy AI Insights automatically monitors key support metrics, detects anomalies, and delivers proactive insights with visual root cause analysis—helping leaders identify and fix issues before they impact satisfaction or revenue.

Leaders can also ask plain-English questions to instantly generate charts and reports through a conversational interface, making data-driven decisions faster and easier within our products.

• Unified data and shared services.

Shared services provide a consistent foundation for applications, including a unified customer record that consolidates relevant context across products, Custom Objects to represent business-specific data within application workflows, and a centralized Admin Center for organization-wide identity, security, and governance across Freshworks products, and Conversation services that unify B2B and B2C interactions across supported channels (e.g., email, chat, voice, and messaging).

These services are designed to enable consistent administration and user experiences across Freshworks products.

• Extensibility and ecosystem.

The platform includes a developer framework, SDKs, and documentation that enable customers and partners to build, integrate, and deploy applications that extend Freshworks’ product capabilities.

Developer tooling includes SDKs, APIs, and AI-assisted capabilities such as Freddy AI Copilot for Developers to accelerate application development.

The Freshworks Marketplace offers over 1,200 plug-and-play apps across categories such as productivity, collaboration, data synchronization and migration, and workflow automation, accessible directly within product interfaces.

The platform includes a no-code analytics service for building reports and dashboards across Freshservice and Freshdesk product lines.

Users can select metrics and visualizations, apply filters, and distribute or schedule reports without custom code to support operational visibility and data-driven decisions.

In addition, Freddy AI Insights provides AI-assisted, that surfaces proactive and conversational analysis like trend shifts, anomalies, and likely root causes.

Customer Experience Offerings

Freshworks has a unified platform for CX that includes products for Customer Service (CS) and Sales & Marketing automation (S&M).

Customer Service Product Offerings

Freshworks offers various products to address specific use cases across CS.

Freshworks portfolio for customer experience includes products for Customer Service (CS) and Sales & Marketing automation (S&M).

• Freshdesk Omni .

Freshdesk Omni, formerly known as Customer Service Suite, brings everything businesses need to deliver seamless omnichannel support into a single solution that is quick to deploy, easy to use, and simple to manage.

Plus, powerful AI capabilities help deliver exceptional support at scale by quickly solving customer issues, supercharging agent productivity, and providing proactive insights to managers and leaders.

Businesses can transform the customer experience and resolve issues faster than ever before with Freshdesk Omni.

Freshdesk is a comprehensive ticketing and case management solution that lets businesses resolve customer issues fast.

Businesses can delight customers with easy email experiences and self-service across dedicated portals and their websites, all powered by a robust knowledge base.

They can intelligently route tickets and collaborate seamlessly with team members to ensure quick and accurate resolutions.

Freshworks' powerful AI means customer service agents get more done, and customers get exceptional service every time.

Freshdesk Omni is an AI-powered omnichannel customer service solution that unifies customer interactions, simplifies support operations, and empowers agents to deliver exceptional experiences.

Freshdesk brings together all support channels into a single workspace, so customers get consistent, conversational help and agents no longer juggle multiple tools or lose context when switching between channels.

Freshdesk is a customer service platform that helps businesses resolve issues quickly through intelligent ticketing, seamless collaboration, and automated workflows.

With built-in self-service portals, knowledge bases, smart routing, and AI that empowers agents to work faster, companies deliver exceptional customer experiences at scale.

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.

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.

Freddy AI Agent for CS provides always-on, conversational assistance to customers, enabling customers to resolve issues quickly and efficiently across channels.

Available in multiple languages, Freddy AI Agent is designed to be easy to deploy and manage.

Businesses can simply connect their knowledge sources (documents, PDFs, public URLs) to get started, with no requirement for complex decision tree flows or heavy setup efforts.

Freddy AI Copilot acts as a coach and collaborator that

helps boost agent productivity and performance by summarizing tickets and conversations, suggesting responses, and providing quality coaching and feedback after every interaction

Sales and Marketing Automation Offerings

Freshworks also offers a sales automation product Freshsales and a marketing automation product called Freshmarketer.

Freshchat is commonly included as part of both our employee experience and customer experience offerings.

• Freshcaller.

Freshcaller is a cloud-based contact center solution that enables businesses to set up scalable voice operations with advanced inbound routing, and speech-enabled IVR capabilities.

The solution provides comprehensive call management features including call recordings, post-call transcripts, real-time monitoring dashboards,

• Freshsales .

Freshsales is an easy-to-use, AI-powered sales CRM that helps businesses enhance productivity and drive revenue growth.

The powerful CRM transforms the sales experience with 360-degree customer context, equipping sales teams with real-time relevant information.

Freshsales is an easy-to-use, AI-powered sales CRM that helps businesses enhance productivity and drive revenue growth for businesses of varying sizes.

It offers personalized engagement, accurate forecasting, and intelligent workflows to improve sales performance and deliver exceptional customer experiences.

With powerful AI capabilities, Freshsales helps sales teams prioritize high-intent leads, scale personalized outreach, and identify critical deals to take the next best action to accelerate sales cycles.

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 .

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It empowers businesses to connect with customers across their preferred channels—email, SMS, WhatsApp, or social media — driving higher engagement.

With AI-driven campaign creation, advanced segmentation and personalization, real-time automated journeys, and in-depth analytics and reporting, Freshmarketer enables businesses to maximize their marketing ROI.

Additionally, it offers conversational marketing tools like live chat and chatbots, along with features for landing page customization and conversion rate optimization, making it a complete solution for all marketing requirements.

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 and consistent services company-wide.

• Freshservice .

Freshservice delivers the capabilities IT leaders need to manage the entire IT estate, including IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM), on the same platform, enabling collaboration across teams without complexity.

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.

It also helps our customers manage major incidents, get on-call management and track service health.

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

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

Freshservice harnesses the power of AI to transform the way employees, service agents, and business leaders work by replacing forms, lists, and queries with conversational, collaborative, and omnichannel experiences.

Freshservice can leverage virtual agents called Freddy AI Agents designed to provide always-on, trustworthy and conversational service to help employees resolve issues, make requests, and answer questions without contacting the service desk.

Freshservice also utilizes Freddy AI Copilot and is designed to increase agent productivity by automating routine work like summarizing tickets, generating responses, and creating consistent tone and clarity of responses.

• Freshservice for Business Teams .

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.

D42 Parent, Inc., a Freshworks company, provides advanced IT discovery and dependency mapping.

Device42 is designed to continuously discover, map, and provide complete visibility across on-premises and cloud IT environments.

With its built-in AI capabilities and reporting, Device42 helps customers get answers fast and insights that help them solve problems faster, maintain compliance requirements, reduce risk, and ensure business continuity.

The Freshworks Platform

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

Key components of our 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 AI Agent, 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 an 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.

With AI-driven campaign creation, advanced segmentation and personalization, conversational marketing tools, real-time automated journeys, and in-depth analytics and reporting, Freshmarketer enables businesses to maximize their marketing ROI.

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 products are engineered with reliability as a key consideration from design through all phases of development and operation.

We run our SaaS service with the built-in redundancy of independent ‘pods’ across multiple data centers within an AWS region, to provide continuity of service in the face of infrastructure disruptions in individual data centers.

We run our SaaS service with the built-in redundancy of independent ‘pods’ across multiple data centers within an AWS region, designed to provide continuity of service in the face of infrastructure disruptions in individual data centers.

Every new version of our software undergoes stringent functional, security, and regression testing, and is deployed through controlled processes to production.

Following the infrastructure-as-code allows for repeatable and reliable infrastructure provisioning.

Our products are monitored for performance and anomalies 24x7 by a Network Operations Center to provide for system availability and prevent abuse.

We are ISO 27001 certified and SOC 2 Type 2 certified.

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 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.

Our products are monitored for performance and anomalies 24x7 by a Network Operations Center designed to provide for system availability and prevent abuse.

We maintain a cybersecurity and cloud-security program designed to protect the confidentiality, integrity, and availability of our systems and customer data.

We hold industry-recognized certifications (such as ISO 27001 and SOC 2 Type 2) and continuously evolve our program.

Our security posture encompasses continuous monitoring, secure development practices with code and dependency scanning, periodic independent testing, and encryption of certain data in transit and at rest, all under access controls.

As a cloud-native SaaS provider, we continuously monitor and enhance our cloud-security posture through a Cloud-Native Application Protection Platform (CNAPP) that is designed to deliver unified visibility and real-time detection of risks across our multi-cloud environments.

Our cybersecurity program also encompasses third-party risk management, employee training, and governance of vendors and partners with access to customer data.

Security and privacy are built into our product design and operations, reinforcing customer trust in how we build, deliver, and support our services.

• Efficiency :

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Our engineering and product teams are customer-oriented and work alongside businesses to deliver high value, high-quality features and functionality across the numerous products we support, including customer-requested features that would be valuable across our customer base.

We deliver these product features and capabilities through Freshwave, our adaptation of the agile software development methodology, balancing development velocity, roadmap predictability and product quality.

We deliver these product features and capabilities through the agile software development methodology, balancing development velocity, roadmap predictability and product quality.

Our internal ‘Idea-To-Product’ process for rapid solutioning of product requirements is a key enabler of innovation and collaborative development.

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We have continually increased investments in our outbound sales and marketing efforts globally.

Our sales teams are organized by customer size, targeting SMBs with a highly efficient, cost-effective sales organization based in Chennai, in region sales teams focused on our larger customers, and partner-selling teams supporting our partners in other geographies.

Our sales teams are organized by customer size, targeting SMBs with a highly efficient, cost-effective sales organization based in India, in region sales teams focused on our larger customers, and partner-selling teams supporting our partners in other geographies.

Our marketing efforts are primarily focused on generating high-quality leads and building our sales pipeline through a combination of growth marketing and brand acceleration programs across online and offline channels.

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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).

For our CX products, with regards to CS, we primarily face competition from CS suites, such as Salesforce, Zendesk, and legacy vendors, such as Oracle and SAP, and with regards to customer relationship management, we primarily face competition from full-featured vendors, such as Salesforce, HubSpot, and Microsoft Dynamics, legacy vendors, such as Oracle, SAP, and Sage.

For our EX products, we primarily face competition from traditional vendors, such as ServiceNow, BMC, Ivanti/Cherwell, and modern pure-play vendors, such as Atlassian.

For our employee experience products, we face competition from traditional IT service management vendors such as ServiceNow, BMC, and Ivanti, as well as modern cloud-based providers, including Atlassian and various mid-market and emerging ITSM platforms.

For our customer experience products, we primarily face competition from customer service suites such as Salesforce, Zendesk, Intercom, and legacy vendors, such as Oracle and SAP, and from customer relationship management vendors, such as Salesforce, HubSpot, Microsoft Dynamics, and Sage.

We believe we compete favorably based on the following competitive factors:

• designed for the user;

• lesser time to realize value of investment;

• complete set of multi-product platform solutions;

• designed for the user in an easy and intuitive manner;

• fast to go-live and thus lesser time to realize value of investment;

• unified experience;

• Enterprise-grade capabilities;

• modern, end-to-end, and extensible platform;

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• product-led go-to-market motion.

• fast to go-live;

• easy and intuitive;

• affordable pricing.

Governmental Regulations

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Further, the impact of these laws and regulations may disproportionately affect our business in comparison to our competitors that have greater resources.

In the United States, we are subject to data security and privacy rules and regulations promulgated under the authority of the Federal Trade Commission, the Electronic Communications Privacy Act, the Computer Fraud and Abuse Act, the California Consumer Privacy Act of 2018 (CCPA), the California Privacy Rights Act (together with the CCPA, collectively, the California Privacy Regulations), and other state and federal laws relating to privacy and data security.

The California Privacy Regulations require covered businesses to provide new disclosures to California residents and to provide them new ways to opt-out of the sale of personal information, and provide a private right of action and statutory damages for data breaches.

Other jurisdictions in the United States are beginning to propose laws similar to the California Privacy Regulations.

In the United States, we are subject to data security and privacy rules and regulations, including those promulgated under the authority of the Federal Trade Commission, the Electronic Communications Privacy Act, the Computer Fraud and Abuse Act, the California Consumer Privacy Act (CCPA) and other state and federal laws relating to privacy and data security.

The CCPA requires covered businesses to provide disclosures to California residents and to respond to requests to opt-out of the sale of personal information, and provide for a private right of action and statutory damages for data breaches.

Numerous jurisdictions in the United States have enacted or proposed similar comprehensive consumer privacy laws.

As a result of our international operations, we must comply with a multitude of data security and privacy laws that may vary significantly from jurisdiction to jurisdiction.

Virtually every jurisdiction in which we operate has established or is in the process of establishing data security and privacy legal frameworks with which we or our customers must comply.

Our failure to comply with the laws of each jurisdiction may subject us to significant penalties.

For example, the data protection landscape in Europe, including with respect to cross-border data transfers, is currently unstable and other countries outside of Europe have enacted or are considering enacting cross-border data transfer restrictions and laws requiring local data residency.

Our failure to comply with the laws of each jurisdiction may subject us to significant penalties and other adverse consequences.

For example, the data protection landscape in Europe imposes a range of requirements, including with respect to cross-border data transfers, and other countries outside of Europe have enacted or are considering enacting cross-border data transfer restrictions (including, in certain instances, laws requiring local data residency).

For a discussion of the various risks we face from regulation and compliance matters, see the sections titled “Risk Factors—Risks Related to Our Business” and “Risk Factors—Risks Related to International Operations.”

Intellectual Property

Intellectual property is an important component of our business.

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, 2024, we had eighteen issued U.S.

patents that expire between 2037 and 2043, and sixteen pending patent applications.

As of December 31, 2025, we had twenty issued U.S.

patents that expire between 2036 and 2044, and twenty 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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Our Culture and Employees

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 and build fulfilling careers.

Our steady growth comes from a set of principles that guide us and shape 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 benefits and programs reflect our growth mindset culture and our talent management strategy.

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

Our global Women's 360 Employee Resource Group and affinity groups 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.

As of December 31, 2024, we had a hybrid workforce of approximately 4,400 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.

Our people and culture are at the heart of how we innovate, support customers, and execute our long-term strategy.

We aim to create a work environment where employees can perform meaningful work, develop their skills, and build fulfilling careers.

• We champion our customers.

We listen with empathy, solve challenges with intention, and advocate for our customers in every decision.

• We are empowered to make an impact.

We make decisions, try new things, and challenge ourselves to do our best work.

• We set high standards.

We push ourselves and each other to aim higher.

We achieve results through accountability and collaboration.

• We make bold moves.

We take smart risks, innovate for impact, and move fast to shape what's next.

• We win as one team.

We work without ego to do what's right for Freshworks.

Our Employee Programs

Our employee programs reflect these values and support development, leadership capability, inclusion, and well-being.

Key areas of focus include:

• Leadership and manager effectiveness:

We have defined clear leadership expectations to guide how managers lead teams, make decisions, and maintain alignment with company priorities.

We invest in strengthening manager effectiveness, expanding learning opportunities, and building the technical, functional, and leadership skills needed for the future, particularly as AI becomes increasingly central to our product and business strategy.

• Employee listening:

We regularly gather employee feedback through surveys and other listening mechanisms to surface insights, monitor sentiment, and inform actions that strengthen engagement.

• Employee communities and regional initiatives:

Employee-led groups, including our global Women’s 360 community and other affinity networks, help build connections and bring diverse perspectives into our work.

We also support community initiatives in the regions where we operate, including the Freshworks STS Software Academy, which provides free software-skills training to youth in India.

Where we're located and how we work

As of December 31, 2025, we had a hybrid workforce of approximately 4,500 full-time employees in North America, Europe, Asia and Australia.

We’re headquartered in San Mateo, CA, with 11 additional offices globally.

A majority of our employees are based in India, where major teams support engineering, product design, customer support, in-bound sales, and general and administrative functions.

Available Information

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Item 1. Business