Freshworks Listed (NASDAQ: FRSH)Unicorn (since 2018) Investor

Freshworks' stated mission is to help "every business struggling under the weight of bloated, overpromised software" with solutions designed for easy implementation and rapid impact.

A single platform spanning customer experience (Freshdesk, Freshdesk Omni, Freshchat, Freshsales, Freshmarketer) and employee experience / IT service management (Freshservice), positioned as an alternative to fragmented, complex enterprise software.

Freddy AI Agent, Copilot and Insights are marketed as delivering up to 70% ticket deflection from AI agents and up to 50% productivity gains from Freddy AI Copilot, used by 5,000+ organizations since 2023.

Defined by Freshworks as organizations with 250 or fewer employees; historically the company's largest base (51,000+ of 65,600 total customers as of Q3 2023) served via low-cost, low-touch, self-service and product-led growth.

Organizations with 251 to 5,000 employees, served through a mix of inbound, outbound and partner-led demand generation.

Organizations with 5,001+ employees; Freshworks targets specific departments/divisions within large enterprises (215 Global 2000 firms cited, incl. American Express and Bridgestone) using a high-touch, outbound sales approach.

24,762 customers contributing $5,000+ ARR as of Q4 2025, up 10% year-over-year.

SMB customers are primarily served through low-touch, self-service and inbound/partner demand generation rather than dedicated account management.

Enterprise accounts receive a high-touch, outbound sales and account approach targeting specific departments/divisions within large organizations.

14-day free trial of the Enterprise plan (no credit card required), plus a separate always-free plan for up to 2 agents — feeding a low-touch, self-service acquisition motion for SMB customers.

Direct inbound and outbound sales teams serving mid-market and enterprise accounts.

500+ transacting channel partners worldwide across Referral, Solution Provider and Strategic partner tiers, with deal registration, MDF and a Partner Academy.

Freshworks offers its SaaS products for purchase through AWS Marketplace under a multi-year strategic collaboration agreement with AWS.

Ongoing development across Freshdesk, Freshservice, Freshsales, Freshchat/Freshdesk Omni, Freshmarketer, and the Freddy AI platform.

Acquired AI/automation and ITOM capabilities (Natero, AnsweriQ, Flint, Device42, FireHydrant) to extend the platform's customer-success, AI, and IT-operations depth.

Blends inbound/self-serve PLG signups with direct enterprise sales and a global channel of 500+ transacting partners who own consulting, deployment, and lifecycle optimization of Freshworks' CX/ITSM/CRM products -- paired with the multi-channel distribution covered in the Channels block.

Continuously operating and improving the Freddy Agentic AI Platform (Agent, Copilot, Insights, Agent Studio) that automates support workflows for customers at scale, driving measurable ticket deflection and agent productivity gains.

A majority of Freshworks' approximately 4,500 full-time employees (as of Dec 31, 2025) are based in India, supporting engineering, product design, customer support, in-bound sales, and G&A functions.

Proprietary Freddy Agentic AI Platform including Freddy AI Agent, Copilot, Insights, and the no-code Freddy AI Agent Studio for building autonomous service agents.

A large base of paying organizations across segments and geographies gives Freshworks a durable revenue resource and cross-/up-sell surface as accounts mature from SMB into enterprise.

Freshworks' SaaS products are hosted on Amazon Web Services across regions in the United States, EU, India, Australia, and the UAE -- the infrastructure resource underpinning uptime, data residency, and its high-margin delivery model.

Multi-year strategic collaboration agreement; Freshworks products are transactable via AWS Marketplace and integrate with Amazon Connect, AWS Lambda, EventBridge and DocumentDB; Freshworks holds multiple AWS Competency designations.

Integration of Azure OpenAI into Freddy AI and native ticket management within Microsoft Teams.

1,400+ public marketplace integrations, 150,000+ active integration installs, and 43,000+ active customers using integrations across a three-tier (Registered/Authorized/Premier) partner program.

Freshdesk plans run $19-$89/agent/month (Growth/Pro/Enterprise, billed annually).

Full-year 2025 revenue of $838.8 million, up 16% year-over-year.

Freddy AI, Freshworks' AI product line, exceeded $25 million in ARR in FY2025.

Non-GAAP operating margin improved to 21.2% for full-year 2025 (vs. 13.8% in 2024); adjusted free cash flow margin reached 26.6% (vs. 21.3% in 2024), reflecting cost discipline as the company scaled.

GAAP research & development expense of $163.2M in FY2025, funding ongoing development of Freshdesk, Freshservice, Freshsales, Freshchat/Omni, Freshmarketer and the Freddy AI agentic platform.

GAAP sales & marketing expense of $394.8M in FY2025, covering direct sales, demand generation, and the 500+ partner channel that drives Freshworks' multi-motion go-to-market.

GAAP G&A expense fell to $141.1M in FY2025 from $180.6M in FY2024 as the company right-sized corporate overhead while scaling revenue, a key driver of full-year operating-margin improvement.

Cost of revenue of $126.1M in FY2025 (up 11% YoY), driven mainly by $3.4M higher third-party AWS hosting costs to support a growing customer base plus software license fees, employee costs, and amortization of developed technology; yielded 85% gross margin.