FRESHWORKS INC.

Freshservice: Employee Engagement Suite (EES) - ITSM Service Desk Software

Freshservice is a SaaS based IT Service Management product from Freshworks. Affordable, configurable, ITIL4 aligned, IT Service Desk software solution. Featuring an intuitive UI, robust ticketing - Incident, Problem, Change and Release Management, powerful self-serve portal with service catalogue & knowledge management, reporting, integration capabilities, smart automation and GenAI capabilities.

Features

• Email, phone, live chat, support portal, mobile app, SDK, Self-Service
• Mobile apps for iOS and Android, mobile browsers, web browsers
• Advanced workflow automation
• Customer satisfaction surveys
• Advanced analytics tools and reporting features
• Native integrations via marketplace with 200+ applications and API access
• Follows the ITIL Framework
• Configuration Management Database (CMDB), Asset Management
• Service Catalogue: full IT service portfolio
• ITSM, Problem, Change and Release Management, Project Management, GenAI, Co-Pilot

Benefits

• Brings all conversations into a single source of truth
• Support customers from anywhere at anytime
• Improve agent productivity by automating assignment rules, escalation process, etc.
• Helpdesk performance measurement and management
• Understand, track and improve support metrics
• Set up workflows with connections to other business solutions
• Trusted ITSM Framework following Incident, Problem, Change and Release Management
• Manage assets centrally, with auto-discovery and updates
• Powerful self-service portal, tightly integrated with knowledge base
• Centralised contract management

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at shoaib.yunus@freshworks.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

376585195179909

Contact

Shoaib Yunus
07943754846
shoaib.yunus@freshworks.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Private cloud is not offered. Solution cannot be hosted.
• System requirements:
  • Chrome/Firefox/Safari/Edge: Latest 2 versions
  • Mobile App - iOS 10+, Android OS 7.1+, mobile browsers
  • Stable Internet connectivity
  • Operating system: Windows 7.0 or Higher OSX Mavericks or Higher

User support

• Email or online ticketing support: Yes
• Support response times: Freshworks provides a 2-hour response SLA. Issues reported follow a priority matrix. ; Response Times: Urgent: 2 hours, High: 4 hours, Medium: 6hours, Low: 8hours.; The resolution SLAs vary based on priority level, and change/fix required. The team is also responsible for communicating about incidents to appropriate parties in a timely manner.; ; Freshworks provides standard support to all customers at no additional cost. Freshservice support team are available Email (24x7), Phone (24x5), Chat (24x5), and Portal (24x7); all contact coordinates for support are available at our Support Website https://support.freshservice.com/en/support/home.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: The Freshservice self-service portal and Agent Portal have been tested against WCAG guidelines and comply with WCAG 2.2 Level AA for both interfaces. Freshworks complies with WCAG 2.1 Level AA accessibility standards across its products. Screen reader capability is supported for both the user interface and agent interface. The portal designer supports ARIA attributes to help adopt accessibility guidelines. VPAT documentation is available at trust.freshworks.com.
• Onsite support: Yes, at extra cost
• Support levels: A. Telephone Support (Help Desk): For the applicable Service(s), Customer Contacts may report issues through Telephone calls. Toll-free phone support will be available, in English only, through the Freshworks Support help desk as follows:; Contact Numbers: +1 (866) 832-3090 (US) | +61 2 8188 4692 (AUS) | +44 (800) 808 5790 (UK) | +91 (44) 6667 8040 (IND).; B. E-mail Support: Customer Contacts may report issues by e-mail in the English language to support@[productname].com.; C. Chat Support: For the applicable Service(s), Customer Contacts may report issues by chat. Chat support will be available for all Customers across all locations, in English only, through the Freshworks support help desk.; ; Technical account manager/Customer success manager are provided; Our Response times are as follows:; Severity 1 - 2 hours.; Severity 2 - 4 hours.; Severity 3 - 6 hours.; Severity 4 - 8 hours.; ; We provide premium support at additonal cost.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Freshworks helps users start using the service through a comprehensive training and support approach. After assessing training needs, the implementation team develops a customized training plan tailored to the customer's help desk portal post-implementation. Training is provided online where required and can include various formats such as classroom sessions, workshops, one-to-one instruction, and train-the-trainer programs. ; Onsite support can also be provided at additional cost.; ; All supporting materials and training resources are included as part of the package at no additional cost. The service features in-product first-time experience guidance to help with setting up support channels and navigating the tool. Freshworks University provides training materials for all stakeholder types, including agents, administrators, and end-users. ; ; Comprehensive user documentation is available, including detailed getting started guides, agent guides, online solution articles, and easy-to-understand tutorial videos. These resources can be accessed at https://support.freshservice.com/support/home, and Freshworks maintains a large video library for customer use. ; ; An active community forum enables customers to interact with other users and the product team regarding feature requests, ideas, and issues. The interface is designed to be intuitive and requires minimal to no technical background, allowing administrators to manage and customize the system without coding or scripting knowledge.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon termination, Customer’s access to the Services, Software, Mobile Apps, APIs, and other Freshworks Technology will terminate. Freshworks strongly recommends that Customer export all Customer Data before Customer closes Customer’s Account. Freshworks will make Customer Data available for export for fourteen (14) days from the effective date of the closure of Customer’s Account due to: (i) the termination or expiration of this Agreement, or (ii) termination or expiration of the applicable SOF (“Data Export Period”). Customer may download or delete its Customer Data at any time during the Subscription Term. Where Customer Data is retained by Freshworks and can be exported, and provided that Customer is current on its payment obligations as described in Section 5, Customer may contact Freshworks within the Data Export Period at support@freshworks.com to have Freshworks export Customer’s Customer Data. Beyond such Data Export Period, Freshworks reserves the right to retain Customer data for up to three (3) months before deleting all Customer Data in the normal course of operation except as necessary to comply with Freshworks legal obligations, maintain accurate financial and other records, resolve disputes, and enforce its agreements. Customer Data cannot be recovered once it is deleted.; ; https://www.freshworks.com/terms/
• End-of-contract process: At the end of contract, user can export the data and unsubscribe from the plan. If customer plans to renew, the chosen plan and pricing will be applicable.; For more details: https://www.freshworks.com/terms/
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: All onboarding and offboarding documentation can be found on our support site. More bespoke documentation can be created by the engagement manager outlining the steps that will be taken to ensure the implementation is successful and meets your requirements. This may include custom integrate statement of works (SOW) documentation.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Freshservice has a free and easy-to-use mobile app compatible with Android and iOS. The app can be used by both Requesters/End Users and Agents. Requesters can use the app to raise tickets, track existing tickets, browse the solutions database, request new services, and check pending approvals. Agents can use the app to work on multiple modules, including tickets, changes, and assets. The app is compatible with both Android and iOS.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Freshservice provides all employees (requestors, agents and administrators) with a simple and user-friendly UI. Freshservice provides requestors with a self-service portal to raise incidents, request services, browse the KB and view ticket history. The portal can be customised extensively, either through simple logo/favicon changes or a deeper modification of the HTML and CSS. For agents, collision and collaboration tools can be easily used within the UI to improve productivity and efficiency. Moreover, simple drag and drop form field, and workflow, creation can be utilised by administrators to quickly set up effective information gathering and ticket inflow.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The Freshservice self-service portal & Agent Portal has been tested against the WCAG guidelines and complies with WCAG 2.2 Level AA for both the Agent and Self-service portals. We perform both automated and manual testing against WCAG for all of our surface interface components.
• API: Yes
• What users can and can't do using the API: Freshworks offers public documentation for our developer SDKs and APIs. Freshservice can integrate with various external third-party systems and solutions through our powerful and open APIs and SDK capabilities. Freshservice's APIs belong to the REpresentational State Transfer (REST) category. This means they support ""RESTful"" operations, such as reading, modifying, adding, or deleting data from a service desk. The links given below take you to our A-Z developer guide and our comprehensive list of API endpoints, respectively:; ; 1) https://developers.freshservice.com/docs/quick-start/ ; 2) https://api.freshservice.com/v2/; ; The number of API calls per hour is restricted to 1000. If your API request is received after the limit has been reached, freshservice will give you an error response. The ""retry-after"" value in the response header will tell you how long you need to wait before you send another API request.; ; For more details refer to our API v1 documentation: https://api.freshservice.com/
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can add custom fields to service items by navigating to the Service Catalog, selecting required service item, and choosing from field types (text, dropdown, checkbox, date). The platform supports on-the-fly GUI customization that requires minimal training. ; ; Admins can configure the tool through the admin dashboard, organized into sections covering General Settings, Helpdesk Productivity, Configuration Management, and User Management. Users can customize ticket forms, dashboard widgets, and self-service portal layouts. Individual users can personalize their views and organize information based on their preferences. ; ; Portal customization is particularly robust. Admins can rebrand the self-service portal by uploading logos and choosing the style or color of elements. The CSS of the portal can be modified through the Service Desk Rebranding section to change the look and feel, with changes applying across every page. For complete portal customization, the platform supports full HTML, CSS, and JavaScript editing, allowing complete rewriting of the HTML of all portal pages to create entirely new experiences that match company website themes. Advanced customization using Liquid, JavaScript, and complete CSS is available for the end-user portal. ; ; The self-service portal itself is fully customizable with customer branding, enabling end users to raise tickets, request services, and access knowledge repositories.

Scaling

• Independence of resources: Freshworks leverages a multi-tiered service-oriented architecture hosted on Amazon Web Services. The service is auto-scalable, automatically adjusting capacity when demand increases. There is no upper limit to the number of users, tickets, assets, or end requesters that can be supported, allowing the platform to scale seamlessly. The system can accommodate unlimited concurrent users without adverse performance impact, as the cloud-based infrastructure can handle numerous simultaneous accesses. This scalable architecture supports workloads across multiple geographical locations with the same performance and service levels, ensuring consistent user experience regardless of demand.

Analytics

• Service usage metrics: Yes
• Metrics types: The analytics module allows managers/supervisors to create and maintain ad-hoc reports and add real-time/historical data to web-based reports. Our native Reporting and Analytics module offers both out-of-the-box canned reports and customized reports. Using roles and permissions, we can provide you the ability to apply role-based permissions to Reporting. Reporting is made available for all modules across the system, such as Incidents, Service Requests, Problems, Changes, Releases, and Assets. Your team can configure Ad-hoc reports to define specific metrics using relevant filters. All reports within Freshworks can be exported to different formats manually and on a scheduled daily, weekly, bi-weekly, etc.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Degaussing

Data importing and exporting

• Data export approach: Exporting the freshservice account data can be done in XML format. Reports Export can be done in the following formats - CSV and PDF
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Users can upload their data in CSV and XML formats

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Freshworks provides an uptime of 99.8% of its services. Service credits will be provided if the guaranteed uptime is not met in any given month.
• Approach to resilience: Freshworks provides 99.8% availability. We have a highly resilient and fault-tolerant architecture that is leveraged further from the disaster resilience provided by AWS.; ; AWS allows us to place instances and store data within multiple geographic regions and across multiple availability zones (AZ) within each region. Each AZ is designed as an independent failure zone. This means AZ is physically separated from a typical metropolitan area and is located in lower-risk flood plains (specific flood zone categorization varies by Region). In addition to discrete uninterruptible power supply (UPS) and onsite backup generation facilities, they are each fed via different grids from independent utilities to further reduce single points of failure. Availability zones are all redundantly connected to multiple tier-1 transit providers.; ; Data centers are built in clusters in various global regions. All data centers serve customers online; no data center is “cold.” In case of failure, automated processes move customer data traffic away from the affected area. Core applications are deployed in an N+1 configuration so that there is sufficient capacity to enable traffic to be load-balanced to the remaining sites in the event of a data center failure.
• Outage reporting: Customers can subscribe to our uptime availability portal using following link https://updates.freshservice.com/ for notification regarding downtime

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: All the accesses are controlled through an Identity and Access Management solution that enforces role-based access and two-factor authentication using Teleport (a tool used to Manage SSH access to the servers and uses LINUX SSH User and Host Certificate-based authentication mechanism to authenticate users into the server). In addition, fine-grained access rules are defined at each service stack. The philosophy for access provisioning is role-based on a need-to-know basis and follows the principles of segregation of duties.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27701: Certified by an independent third party; SOC II: Attested by an independent third party; GDPR: We have product features, technical measures, organizational practices, and Data Processing Addendum; Cyber Essentials & Cyber Essentials Plus: Certified by a third party
• Information security policies and processes: Freshworks has defined an Information Security Program aligned with SOC II & ISO 27001:2022 standards covering all domains. The CISO is responsible for reviewing and approving the Information Security Policy. The Senior Management reviews the Security Policy annually or if a major change is introduced in the organization/policies/procedures/controls. ; ; Please refer to - https://www.Freshworks.com/security/ for detailed information. ; ; All our security documents/certificates/reports are available in our data room, which is accessible through our trust profile: https://trust.freshworks.com/.
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Freshworks' change management process begins with the submission of a change request detailing the nature of the proposed change, its purpose, and potential impact. Changes are then reviewed by a designated change advisory board (CAB) composed of representatives from relevant departments. Approved changes undergo thorough testing and validation before being scheduled for implementation. Throughout the process, changes are tracked and documented using our change management system.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Freshworks has defined and documented vulnerability management processes and has established the roles and responsibilities associated with vulnerability management. Freshworks vulnerability management standard requires that all non-cloud-based assets, systems, and configurations are scanned using a Security Content Automation Protocol compliant vulnerability scanning tool and all cloud-based assets, systems, and configurations using a Cloud Native Application Protection Platform (CNAPP) on a weekly or more frequent basis or after any significant change.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: 24x7 NOC (Network Operations Center) and SOC (Security Operations Center) monitors security events and patterns. Early warning signals trigger alerts to our NOC & SOC teams based on event patterns and strict thresholds. The scope of monitoring is exhaustive and covers the network perimeter and all the service zones. We recognize events based on signatures, patterns, and correlations that catch false negatives and eliminate false positives. We can detect and mitigate Advanced Persistent Threats, DDOS, session hijacks, login spoofs, or other data extraction strategies. ; Freshworks uses AWS Cloud watch for monitoring the configuration and infrastructure changes.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Our Cybersecurity team is responsible for the lifecycle of the security incident, covering the following:; Identification, Triaging & Classification; Containment, RCA, Corrective Action, Evidence Management & Recovery; Learning & Analysis; ; Freshworks Employees are made aware of their responsibility to report any Cybersecurity events/incidents and the requirements of the Cybersecurity incident management procedures.; ; Our Customers may contact our 24/7 monitored mailbox at security@freshworks.com to report complaints/breaches at their end.; ; For more details, please refer to section Security - Data Incident Management and Notification in our Data processing addendum - https://www.freshworks.com/data-processing-addendum/
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Freshworks offer a 14-day fully-functional free trial of the Freshservice platform on any plan. Our product experts guide you through your evaluation, also free-of-charge. After the given evaluation period, you can then select a plan to continue using the product.
• Link to free trial: https://www.freshworks.com/freshservice/signup-isv/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Tuesday 29 November 2022
• What the ISO/IEC 27001 doesn’t cover: Please refer to our Statement of Applicability (SOA): https://trust.freshworks.com/
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Saturday 2 November 2019
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: All services covered
• PCI certification: Yes
• Who accredited the PCI DSS certification: M. Kuppuswamy PSG & Co LLP
• PCI DSS accreditation date: Wednesday 26 February 2025
• What the PCI DSS doesn’t cover: Freshservice is not covered
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 99cae351-4f77-4ef6-b17a-c73dced8808e
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 28373f55-b2f5-491d-a7b1-ac828cc7e19e
• Other security certifications: Yes
• Any other security certifications:
  • TX-RaMP
  • ISO 27701
  • SOC 2 Type 2

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at shoaib.yunus@freshworks.com. Tell them what format you need. It will help if you say what assistive technology you use.