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.
• Mobile apps for iOS and Android, available via mobile browsers
• Advanced workflow automation and Round robin multi-channel ticket assignment
• SLA policy management to manage rule based SLAs, escalations, reminders
• Comprehensive knowledge base management to promote self service
• 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
• Case Management

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

£12 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 fredrik.hallberg@freshworks.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

579795449858097

Contact

Fredrik Hallberg
016505130514
fredrik.hallberg@freshworks.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Freshdesk can be used as a basic ticketing system, all the way through to a sophisticated and highly integrated service desk incorporating all aspects of Email, Social Media, Web/Live Chat, Bots, Phone, and web portal with multiple forms. Freshchat isn't an extension. Freshcaller isn't an extension.
• 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: Email or online ticketing
• 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 assigned Customer Success Manager and Technical Account Manager will also monitor escalation issues and provide additional internal context for effective resolution as necessary. 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 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• 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: The following is the scope of support services that are in general offered by Freshworks to its customers, free of cost. ; A. Telephone Support (Help Desk) - Toll-free phone support will be available, in English only, through the Freshworks Support help desk as follows: All locations +44 (800) 808-5790, Hours: 24 hours (Monday- Friday).; B. E-mail Support (24/7) : Customer’s authorized personnel may also report issues by e-mail in the English language to support@freshoworks.com. Freshworks welcomes Customer feedback and comments and Customer may forward such information to Freshworks by e-mail to support@freshworks.com.; C. Technical Account Manager/ Customer Success Managers are provided.; Our Response times are as follows:; Severity 1 - 2 hours.; Severity 2 - 4 hours.; Severity 3 - 6 hours.; Severity 4 - 8 hours.; ; Premium Support is priced at a monthly cost of 20% of your monthly contract value or a £2,000 monthly price (whichever is higher). Premium support gives your mission-critical systems the priority attention it needs with our premium support plan. Premium support is implemented to support your customer and employee service platform with personalised support from the get-go with 24/7 dedicated assistance from our product experts.
• Support available to third parties: 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: Customers have the option to export the complete helpdesk data anytime before the contract ends. - Inbuilt feature to export all data within Freshdesk. Freshchat: Chats and contacts will be provided in a CSV format. Productivity and customer satisfaction report can also be pulled.
• 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. Customers may export all Service Data prior to the termination of the Customer’s Account. In any event, following the termination of Customer’s Account by either party, Service Data will be retained for a period of 14 days from such termination within which Customer may contact Provider to export Service Data; (ii) where the Customer does not use custom mailbox and uses the e-mail feature, if available within the Service(s), e-mails forming part of Service Data are automatically archived for a period of 3 months; and (iii) logs are archived for a period of thirty (30) days in the log management systems, post which logs are retired to a restricted archived cold storage for a period of eleven (11) months (each a “Data Retention Period”). Beyond each such Data Retention Period, Freshworks shall delete all Service Data in the normal course of operation except as necessary to comply with Freshworks’s legal obligations, maintain accurate financial and other records, resolve disputes, and enforce its agreements. Service Data cannot be recovered once deleted.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• 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 2.1 AA or EN 301 549
• Description of service interface: Freshdesk offers a clutter-free Agent portal that allows your agents to work on their activities. Users will work predominantly with the Dashboard, Ticket List View, and the Ticket interfaces. The Dashboard offers an overall view of the entire helpdesk’s performance and KPIs. These widgets are fixed with options to filter by Group and Product. The Ticket List View shows all of the tickets in your Helpdesk, based on the view that your agent is using. The ticket interface shows you the interaction with the customer, ticket properties, and contact details all on one screen.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• 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: Freshdesk is a multi-tiered service-oriented architecture that is designed to be highly scalable, responsive, and fault-tolerant. Freshdesk is hosted on Amazon Web services (AWS), a highly resilient architecture that offers more scalability in terms of hosting your data in the cloud environment. AWS is also exceptional with highly scalable DNS that routes users to the best endpoint based on latency, geo-proximity and other considerations. This architecture is built with sturdiness and endurance factors in mind that ensure high availability for the product and data.

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

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data is encrypted both at rest and in transit. All data at rest (database) is encrypted using AES-256-bit standards, with the keys being managed by AWS Key Management Service. Attachments are stored in S3, which is also encrypted at the S3 bucket level.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

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: 99.8% Uptime (availability based on each calendar month). Refund-policy are available in agreed SLA document. (If for a given month, Availability is:; (a) >98.5% but <99.8%: Customer will receive 2% service credit for such month.; (b) >97.5% but <98.5%: Customer will receive 3% service credit for such month.; (c) >96.5% but <97.5%: Customer will receive 5% service credit for such month.; (d) > 95.5% but < 96.5%: Customer will receive 6% service credit for such month.; (e) >94.5% but <95.5% - 10% of Monthly Fees, and ability to immediately terminate without further liability, provided that notice to terminate will be provided not greater than 30-days from the end of the month in question.; (f) 94.5%< - 25% of Monthly Fees and ability to immediately terminate without further liability, provided that notice to terminate will be provided not greater than 30-days from the end of the month in question.; ; To receive service credits, a customer must submit a written request to support@freshworks.com, within 30-days after the end of the month in which Freshworks failed to meet the uptime commitment, or customer’s right to receive service credits with respect to such unavailability will be waived.
• Approach to resilience: Freshdesk has a multi-tiered service-oriented architecture that is designed to be highly scalable, responsive, and fault-tolerant. The platform leverages Amazon Web services (AWS) that offer a highly resilient architecture and more scalability to host your data in the cloud environment. Freshworks also has a formal Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) defined and implemented to enable people and process support during any crisis or business interruptions. Appropriate roles and responsibilities have been defined and documented as part of the BC plan. Freshworks Information Security Office and respective Customer Manager will be responsible for communication and notification during a crisis. The BCP and DR Plan is tested and reviewed on a yearly basis by Freshworks Information Security Officer and approved by the CSC. On a yearly basis, training on BCP and DRP requirements is provided to all relevant employees involved in the process. The BCP and DR plan of Freshworks is reviewed and audited as part of ISO 27001 standards and SOC 2 Type II covering availability as one of the trust service principles. Business Impact Assessment (BIA) is carried out for all applicable processes which form the basis for BC planning.
• Outage reporting: We have a Publicly Accessible Dashboard highlighting performance and up/downtime (link can be sent upon request) Freshworks will respond to Customer via phone and email in the event of “urgent” and “high” priority support requests and via email for all other support requests.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Freshworks has defined the Security incident management process to classify and handle incidents and security breaches. The Information Security team is responsible for recording, reporting, tracking, responding, resolving, monitoring, reporting, and communicating about the incidents to appropriate parties in a timely manner. The process is reviewed as part of periodic internal audit and is audited as part of ISO 27001 and SOC 2 Type II assessment. You may contact our 24x7 hotline at security@freshworks.com to report complaints, who will internally report the incident based on the inputs.
• Access restrictions in management interfaces and support channels: Freshdesk allows you to secure your account by allowing access to only trusted IPs. You can restrict your sales teams to access Freshdesk from specific IP addresses. Once you enable Whitelist IP address in your portal, only the users from the IP addresses you specify can log into Freshdesk. If you would like to do this, you can reach out to our Technical Support Team who will assist you with this.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Users can be authenticated using the authentication module within Freshworks products or can enable SSO. If the authentication module provided by Freshworks is used, you can set up different levels of password security using Freshdesk for your agents and customers. By default, any password must contain a minimum of 8 characters and must not contain the username. You can also opt for advanced settings and set up custom password policies like the password expiration time or the minimum password length. The more sensitive the data your agents/customers have access to, the more stringent your password rules must be.

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISO 27001 assessment is performed by BSI.
• ISO/IEC 27001 accreditation date: 20/01/2023
• What the ISO/IEC 27001 doesn’t cover: The Information Security Management System covers Freshworks Cloud Services, DevOps, Network Operations Centre, Customer Support & Pre-sales functions and supporting processes. Viz. IT Support, Admin, HR and Legal. It does not cover our Sales or Marketing teams.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 26/11/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A. All Freshworks products and services are covered under our CSA STAR self assessment.
• PCI certification: Yes
• Who accredited the PCI DSS certification: Qualified Security Assessor (QSA)
• PCI DSS accreditation date: 20/02/2024
• What the PCI DSS doesn’t cover: PCI DSS is only applicable for Freshdesk via Vault Service(Freshworks Vault Service Environment) and does not cover other product environments
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC II Type II attestation
  • ISO 27701
  • Our AWS Data Servers are SSAE-16 and HIPAA compliant

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Freshworks is certified for ISO 27001 by BSI. We have comprehensive information security practices in place that cover physical, network and application security. At the product level, the features undergo stringent security testing by Security experts before deployed. At the organisation level, the security engineers are regularly trained on security practices. Following the principles of Security by Design, at Freshworks, products security is a blueprint and design consideration in every build cycle. Accordingly, the Information security team is a part of all the build cycles to certify a build as ""Good to go"". Multiple security checks including code reviews, web vulnerability reviews, and advanced security tests are performed in every build. That apart, the builds are put through stringent functionality tests, performance tests, stability tests, and Ux tests before the build is certified as “Good to go"". More information can be provided upon signing an NDA.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Changes to the application, infrastructure, web content and deployment processes are documented extensively as part of an internal change control process. The security review mandates that each version is compliant with the company’s internal ISMS policies. Freshworks uses the Scrum model from the agile framework in combination with the Continuous Integration and Continuous Deployment (CICD) approach to ensure faster delivery of functionalities to its customers. Members from various teams form the “Squad” to work on the core functionality or features of the product and the underlying infrastructure.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Multiple security checks, code reviews, web vulnerability reviews, advanced security tests are performed in every build. Builds go through stringent functionality tests, performance tests, stability tests, and Ux tests before the build is certified as Good to go. On an ongoing basis also, the product goes through static (SAST) and dynamic (DAST) code reviews, OWASP risk reviews including code injections, clickjacking, XSS vulnerabilities, and technology landscape vulnerability reviews performed by the inhouse white hat hackers and external cybersecurity organizations. Automated scans for any identifying weakness in the application, OWASP top 10 vulnerabilities and manual tests covering transmission security.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our security and NOC teams monitor our network and application in real-time. Any threats detected trigger an alert which is assigned to security personnel. We have defined internal SLAs in place for incident management
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Freshworks has defined an Information Security incident management process to classify and handle incidents and security breaches. The Information Security team is responsible for the lifecycle of the security incident covering the below:; Identification, Triaging & Classification; Containment, RCA, Corrective Action, Evidence Management & Recovery; Learning & Analysis.; Freshworks Employees are made aware of their responsibility to report any information security events/incidents and the requirements of the information security incident management procedures.; ; Our Customers may contact our 24/7 monitored mailbox at security@freshworks.com to report complaints/breaches.; ; For more details, refer to Clause 7 in our Data processing addendum - https://www.freshworks.com/data-processing-addendum/

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting Climate Change:; Freshworks is deeply committed to combating climate change through sustainable practices and impactful Corporate Social Responsibility (CSR) initiatives. Aligned with Section 135 of the Act, our Board has constituted a CSR Committee comprising esteemed members: Rathnagirish Mathrubootham (CEO), Pamela Anne Sergeeff (Chief Legal Officer & General Counsel), and Goutham Sundaresan Venkataramanan (Senior Director - Accounting).; ; Under this committee's guidance, Freshworks prioritizes energy efficiency, emissions reduction, and environmental conservation. Our major workforce (~3500 out of 5000) operates out of our Chennai Office, which is LEED Certified.; ; Proactively investing in environment and climate action projects, we engage in initiatives such as tree planting campaigns and support for NGOs focused on environmental conservation. These efforts, aligned with Schedule VII of the Act, aim to have a lasting impact on local communities' economic and social conditions.; ; Please contact our Shanmuga Anandaraman, Senior Director of CSR & Social Impact at Freshworks, for further inquiries or information on our CSR initiatives.

  Covid-19 recovery

  Covid-19 Recovery:; Amidst the challenges posed by the COVID-19 pandemic, we took decisive action to support relief efforts. Through our FW-CRF (Covid Relief Fund), we mobilized significant resources totaling 1.2 Crore INR (~150k USD), including contributions from our employees and corporate budgets. This fund enabled us to execute critical relief projects in collaboration with on-ground partners. Notably, we swiftly procured and installed 20 ventilator machines across multiple hospitals to bolster ICU capacities during the peak of the oxygen crisis in wave-2. Additionally, we partnered with institutions like Stanley Hospital and Bhumi Foundation to donate a 6KL liquid oxygen tank and establish a new 100-bed COVID-paediatric ward, enhancing preparedness for future waves.

  Tackling economic inequality

  Tackling Economic Inequality:; ; At Freshworks, we are deeply committed to addressing economic inequality through our flagship Social Impact Initiative, the Freshworks STS Software Academy. This program empowers underserved youth by providing communication, life skills, and software training, along with job opportunities. By lifting students from generational cycles of poverty and placing them in software jobs, we contribute to sustainable socioeconomic development.; ; As part of our commitment to enabling unhindered training for students, we provide comprehensive support including laptops, food (all 3 times), stipends (to stay near the office & attend in-office classes), access to a classroom facility housed inside an IT office (to truly transform their mindset), and professional training for one year followed by placement opportunities within and outside of Freshworks.; ; Furthermore, we have created a Placement Portal on our Notion platform, "Placement Portal of Academy," to facilitate seamless job placements for our academy graduates.; ; To date, we have trained and placed over 135 students, with an average of 80 students trained and placed each year.

  Equal opportunity

  Equal Opportunity:; ; In our delivery of services, we prioritize equal opportunity and strive to foster a diverse and inclusive workplace environment. Recognizing the importance of gender diversity, we have set a target to achieve 40% women employment within our organization as part of our long-term strategy. As part of our commitment to equal opportunity, we have established supporting structures such as the Anti-Slavery policy (in EU), POSH & Harassment Policy (globally), and Women ERG (globally).

  Wellbeing

  Wellbeing:; At Freshworks, we prioritize the holistic wellbeing of our employees, recognizing that their wellness is paramount to our collective success. We offer a range of initiatives aimed at promoting mental, physical, and emotional health within our workforce.; ; - YourDOST: Our employees have access to confidential mental health counseling through YourDOST, providing them with support and guidance whenever needed.; - On-site Wellness Activities: We organize regular yoga, fitness, and dance sessions within Freshworks premises, making it convenient for employees to participate and prioritize their physical health.; - Sports Facilities: Our in-office sports facilities encourage active lifestyles and camaraderie among employees, fostering a sense of community and promoting physical wellbeing.; - Women's Health Initiatives: We recently organized a women's health challenge, focusing on raising awareness and promoting healthy practices among female employees.; ; Community Wellbeing:; Beyond our internal initiatives, we are deeply committed to contributing to the wellbeing of the communities we operate in.; ; Crisis Response: During crises such as the Covid-19 pandemic, Michaung flood, and California fires, we have provided support and assistance to affected communities, including financial aid, relief supplies, and volunteer efforts.; Ongoing Support: While crisis response is crucial, our commitment to community wellbeing extends beyond emergencies. We actively engage in initiatives to uplift and empower communities through education, healthcare, and environmental sustainability programs.; ; By addressing both employee and community wellbeing, we aim to create a positive impact that extends beyond our organization, fostering resilience and prosperity in the wider society.

Pricing

• Price: £12 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Freshworks offer a 14-day fully-functional free trial of the Freshworks CSS 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: Freshworks Customer Service Suite: https://www.freshworks.com/customer-service-suite/sign-up/

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 fredrik.hallberg@freshworks.com. Tell them what format you need. It will help if you say what assistive technology you use.