FRESHWORKS INC.

Freshworks Customer Service Suite: Customer Experience Software (CX)

Freshworks Customer Service Suite is our omnichannel offering that integrates a conversational AI interface and chatbots with advanced ticketing and collaboration features. The robust solution empowers businesses to deliver exceptional customer support while providing the option to add on additional capabilities. Our solution provides AI-powered self-service capabilities across multiple channels.

Features

• Email, phone, chat, customer portal, mobile-app, SDK, social media etc.
• Case management
• SLA policy management to manage rule based SLAs, escalations, reminders
• Comprehensive knowledge base management to promote self service
• Mobile apps for iOS and Android, available via mobile browsers
• CSAT surveys to gather feedback and improve customer experience
• Advanced analytics, reports and dashboards to track key business KPIs
• Native integrations with 300+ applications and API access
• Generative AI
• Advanced workflow automation and Round robin multi-channel ticket assignment

Benefits

• Brings all conversations to one place, allowing contextual customer support
• Collaborate with teams and third-parties to quickly resolve customer issues
• Improve agent productivity by automating assignment rules, escalation process, etc.
• Helpdesk performance measurement and management through Proactive AI insights
• Scalable to support the growing organization needs
• Set up workflows with connections to other business solutions
• Manage support enquiries centrally, agnostic of channel
• Powerful self-service portal, tightly integrated with knowledge base
• Drive automation, reduce load on helpdesk through generative AI capabilties
• Provide customers with flexible chat initiation from multiple sources

• 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

363928709073394

Contact

Shoaib Yunus
07943754846
shoaib.yunus@freshworks.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• 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, Android OS and mobile browsers
  • Stable Internet connectivity
  • Operating system requirement: Windows 7.0+; OSX Mavericks +

User support

• Email or online ticketing support: Yes
• Support response times: Freshworks' dedicated technical support team provides a 2-hour response SLA. Issues reported to Freshworks' Team follow a priority matrix depending on the issue's nature. ; ; Response Times (Business Hours):; Urgent: 2, High: 4, Medium: 6, Low: 8; ; The resolution SLAs vary based on the issue's priority level, and change/fix required.; The team is also responsible for communicating about incidents to appropriate parties in a timely manner. Freshworks has RTO of 2 hours and RPO of 5 minutes.
• 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 application has been tested using a combination of manual and automated techniques using aXe - an automated accessibility rule engine and NVDA, a free and open-source screen reader. Adhoc evaluation of the code was also completed where necessary. The application has been tested by a qualified accessibility tester who is a Trusted Tester by the US Department of Homeland security and Certified Professional in Web Accessibility (CPWA) by the International Association of Accessibility Professionals (IAAP).
• Onsite support: Yes, at extra cost
• Support levels: Freshworks support team works 24*5. Client can reach out to Freshworks technical support team over Email (24x7), Phone(24x5) and Chat(24x5); all contact coordinates for support is available at our Support Website “support.Freshdesk.com”. Freshdesk Omni will also provide ongoing support and maintenance for all the elements of the Freshservice instance, this will mean Freshservice will provide first level (L1) through fourth level (L4) support.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Most of the options are explained via in-app tour buttons. A dedicated UK product expert is available over phone or e-mail to offer advice/guidance regarding initial configuration, training, any customization requirements, implementation, and on-going support. Based on discussions with the UK Office, onsite support can also be agreed. Support costs are included within the license costs and thus the buyer will not incur any additional charges for implementation or ongoing support
• 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.
• 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: Freshdesk 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: Freshdesk provides a role-based service interface through two main portals: the Agent Portal and the End-User Portal. ; 1) Agent Portal - agents primarily interact with the Dashboard, Ticket List View, and Ticket Interface. Dashboard provides overview of performance and key KPIs. Ticket List View displays all tickets assigned to or accessible by the agent. Ticket Interface consolidates all customer interactions, ticket properties, and contact details on a single screen.; 2) End-User Portal - submit tickets, track status, browse the knowledge base, and request services. Simple, intuitive interface,
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The Freshdesk self-service portal has been tested against the WCAG guidelines and complies with WCAG 2.2 Level AA , The Agent portal is Progressing toward compliant.
• API: Yes
• What users can and can't do using the API: Freshworks provides an open platform that allows you to bring in data from other applications to provide a full 360-degree view of the customer. Freshdesk Omnichannel APIs belong to the REpresentational State Transfer (REST) category. This means that they can be used to perform "RESTful" operations like reading, modifying, adding, or deleting data between Freshdesk and external Applications.; https://developers.freshdesk.com/api/. The maximum number calls per hour depends on the plan you choose . If in case the API requests are received after the limit has been reached, Freshdesk will throw an error to retry afterward, along with the mention of how long the users need to wait before sending another API request.
• 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: Freshdesk's modern and intuitive UI requires minimal to no training and is customizable to meet your business needs. The platform is designed to be clutter-free and enables any user to navigate with ease. Both the admin and the self-service portals are very easy to use and operate. With the UX designed to be intuitive and simple, admins and agents alike can quickly get up to speed in using the helpdesk to create even the most complex workflows and reports. You can extend your brand's identity to your support portal by rebranding your portal in terms of uploading logos and choosing the style or color of elements. FreshThemes are customizable templates in Freshdesk that can be used to change the look and feel of your support portal extensively. They are a collection of style settings that can be configured in your account, including everything to do with colors, stylesheets, and layouts. The Freshchat widget appearance and campaigns can also be configured. Agents with knowledge on jQuery, Java script can customise the entire customer portal.

Scaling

• Independence of resources: Freshworks maintains response times even during increased load conditions on individual accounts or the broader infrastructure. The platform is designed to preserve performance regardless of demand fluctuations, ensuring that activity from other users does not degrade service for any given customer.

Analytics

• Service usage metrics: Yes
• Metrics types: Freshdesk reporting and analytics module has predefined and curated reports. Freshdesk’s reports help you monitor helpdesk productivity, customer experience, and agent workload straight out of the box. As a part of the analytics capabilities, Freshdesk comes with Team Dashboards which can be used to focus on the metrics that matter without having to wade through the bulk of the data. Analytics and reporting have the following modules that help to evaluate the success of your platform or service:; • Reporting; • Team dashboards; • Helpdesk Insights
• 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: Users can export data as XML towards the end of their contract. Data can also be extracted via CSV, for example chats and contacts that can be exported to the helpdesk. Productivity and customer satisfaction report can also be pulled.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • PDF (export only)
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • PDF (export only)

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.freshdesk.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 Freshdesk Omni 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/freshdesk/omni/signup/

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.