IT AI Index

Index › Products › Freshworks · October 2026 Edition

5 categories · Named, not ranked

Freshworks

14Judge labels

2First choices

2Negative labels

7 / 14Models named it

5Categories

October 2026 Edition. Every number here is derived from the raw labels under vendor table v2026-10.8, every buyer segment counted.

Standing

8 labels, too few to rank

A product needs 10 labels in a category before a share or quadrant is stated. Freshworks was named 8 times in AI IT agents and 4 other categories, where Freshservice with Freddy AI led with 11%. The labels and the evidence are below, counted exactly.

By buyer segmentRead the same way at every buyer size.

Small business55 of 111

under the label threshold

Mid-market18 of 121

under the label threshold

Enterprise53 of 115

under the label threshold

In ai it agents · each standing computed within its segment · bars are 0 to 100 · the accent bar is the product's own best reading

Standing by category

Every category where a model named Freshworks for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.

Category	Function	Share	Rank	Negative rate	Labels	Quadrant
AI IT support agents	IT operations and endpoint	2%	18 of 121	0%	3	under 10 labels · led by Freshservice with Freddy AI at 11%
IT asset management	IT operations and endpoint	0%	66 of 82	50%	2	under 10 labels · led by Freshservice at 31%
Business phone systems	IT operations and endpoint	0%	47 of 75	0%	1	under 10 labels · led by RingCentral at 29%
Digital employee experience	IT operations and endpoint	0%	82 of 219	0%	1	under 10 labels · led by ControlUp at 13%
IT service management	IT operations and endpoint	0%	22 of 69	0%	1	under 10 labels · led by Freshservice at 58%

Movement

This is the first edition on this tier, so no move can be computed for Freshworks yet. From the next edition this section shows, per buyer segment and per category, whether its share moved by more than the measured noise floor.

By model

How each model treated Freshworks across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.

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Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	0	0	0	0	0
GPT-5.4 mini	1	0	0	0	1
Gemini 3.5 Flash	0	0	0	0	0
Perplexity Sonar	0	0	0	0	0
Grok 4.1 Fast	0	0	0	0	0
Mistral Small	0	0	1	0	1
DeepSeek V4 Flash	0	0	0	0	0
Llama 4 Maverick	0	0	1	0	1
Qwen 3.7 Flash	0	0	0	0	0
Kimi K2	0	0	0	0	0
GLM 4.7 FlashX	0	1	0	0	1
MiniMax M2.5	0	0	0	0	0
GPT-6 Luna	0	0	0	0	0
Muse Glimmer 30B	0	1	2	1	4

By framing

Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.

FramingLabels by classFirst choices

Direct2 labels1

Paraphrase3 labelsNone

Comparative5 labelsNone

Budget-constrained1 label1

Scale-constrained1 labelNone

Negative2 labelsNone

First choiceAlternativeMentionNegative14 labels in all, every segment counted; 2 of the 2 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.

What the models said for it

Verbatim evidence the judge attached to positive labels.

“the best fit is usually Freshworks (Freddy AI for ITSM) or Zendesk AI Agent” GPT-5.4 mini · AI IT agents · budget prompt · first choice

“Promoted to Leader in the reinstated Gartner IT Service Management Platforms Magic Quadrant in 2026” Muse Glimmer 30B · ITSM · comparative prompt · alternative

“Best for: Companies wanting integrated HR service delivery with employee experience features” GLM 4.7 FlashX · DEX · paraphrase prompt · alternative

And against it

Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.

“Why to be cautious: Asset management is tier-gated and user experience can vary by plan.” Muse Glimmer 30B · ITAM · negative prompt · soft negative

Named alongside

The products named in the same answers as Freshworks, over the 14 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Freshworks was named but was not.

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ProductSame answerTook the first choice insteadHead to head

Freshservice6 of 140Not among the top eight

Zendesk AI Agents4 of 141Not among the top eight

ServiceNow ITSM3 of 142Not among the top eight

ServiceNow Now Assist3 of 141Not among the top eight

BMC Helix ITSM3 of 140Not among the top eight

Jira Service Management3 of 140Not among the top eight

ManageEngine AssetExplorer3 of 140Not among the top eight

Zendesk3 of 140Not among the top eight

SysAid2 of 141Not among the top eight

GLPI2 of 140Not among the top eight

A head-to-head page exists where both products are among a category's top eight. The other rows are the same fact without a page behind them, so they link to the product instead.

What carried it into the answer

The sites and pages cited by the answers that named Freshworks. A fact about retrieval, not a lever on the model.

Citations exist only for the models that return a source list, five of the fourteen in this edition, so these counts come from 12 of the 14 answers that named Freshworks and are not a share of its labels.

Domains cited

freshworks.comYour site5

servicenow.com5

atomicwork.com3

console.com3

deel.com3

gartner.com3

guideflow.com3

techradar.com3

virima.com3

blog.invgate.com2

Twenty-eight of the thirty-three domain citations in answers naming Freshworks came from somebody else's page.

Pages cited

atomicwork.com/itsm/best-itsm-tools2

blog.invgate.com/best-itsm-tools2

console.com/blog/best-itsm-tools2

cybernews.com/it-management/best-it-asset-management-software2

deel.com/blog/best-it-asset-management-software2

desk365.io/blog/it-asset-management-software2

expertinsights.com/it-management/the-top-it-service-management-itsm-solutions2

gocodes.com/fixed-asset-management/best-it-asset-management-softwares2

Pages are listed as the models cited them.

Search and answers

freshworks.com ranks 2 on Google for the category's searches. In the answers, Freshworks takes 2% of first choices and Freshservice with Freddy AI takes 11%.

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In search

Google, US estimates

Position for “ai it support agents”

–

not in the top ten

Position for “ai agent for it support”

–

not in the top ten

Organic visits to its site: about 111,586 a month
Searches its site ranks for: 18,995 · 1,140 in the top three
Sites linking to it: 42,554
Paid Google search: 30 searches its ads show for, about 436 clicks and $14,486 a month (estimate)

Ads on GoogleDetailLess

113+ ads · 108 text, 5 video · 113 shown in the last 30 days

First shown October 2021, as Freshworks Inc., verified. Ads started 2025-10 to 2026-09: 14 in the year, 99 before. 7 more by other advertisers linking to it.

On Google's pages: 1 2 3 4

In answers

This edition

Share of first choices

rank 18 of 121 in AI IT agents

Segment leader

11%

Freshservice with Freddy AI

First choices: 2 across its categories
Named in: 14 answers
Its own site cited: in 12 of the answers that named it

Search figures are US estimates from DataForSEO, read September 28, 2026; AI search demand is its modeled, directional estimate, not a count of queries to any assistant. The answers are this edition's. Two measurements side by side: neither is read as the cause of the other.

What it publishes

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Addresses on freshworks.com

5,924

subdomains included

Content

893

counted in the table below

Documentation

2,139

Product · Integration

53 · 20

Kind	Pages	Last 90 days	Latest	Categories named
Case study	258	54	2026-09-24
Conference or event	165	7	2026-09-24	ITSM
News or press	162	18	2026-09-24	ITSM, ITAM
Comparison	107	4	2026-09-24	ITSM
Webinar or virtual event	64	1	2026-07-30	ITSM, ITAM
Blog	63	5	2026-09-24	ITSM
Report or ebook	30	3	2026-09-24	ITSM
Glossary or explainer	23	2	2026-09-24
Template or tool	18	0	2026-01-07
Podcast or video	3	1	2026-09-24

Most recent

2026-09-24Freshworks launches new partner program with expanded reseller and services offerings news or press
2026-09-24Freshworks reports first quarter 2025 results news or press
2026-09-24Freshworks reports fourth quarter and full year 2024 results news or press
2026-09-24Freshworks and unisys join forces to transform it service management for mid market and enterprise companies news or press
2026-09-24Freshworks reports third quarter 2024 results news or press
2026-09-24Piracanjuba selects freshworks to transform service management across enterprise news or press

Events in person

Upcoming

October 21, 2026An Executive Dinner at Bourbon Steak with FreshworksBourbon Steak Orlando, Walt Disney World Dolphin Hotel 1500 Epcot Resorts Blvd., Lake Buena Vista, FL 32830, Lake Buena Vista · hosts
October 22, 2026Refresh Roadshow Chicago 2026Odyssey Chicago River, Chicago · hosts
November 12, 2026What's New in FreshserviceVirtual · hosts

Last twelve months

November 19, 2025Freshworks User Network - New York - Annual Meetup 2025A+E Networks, New York, US · hosted
October 23, 2025Freshworks User Network Meetup - Toronto 2025The Joneses, Toronto, US · hosted

As the event pages on freshworks.com state them, read September 28, 2026.

How it is countedHide how it is counted

Every page freshworks.com exposes, subdomains included. Kind is read from the address and title. The last 90 days, the latest date and the twelve months count pages by when they were published, from the site's feeds, a date in the address, or the page's own publication date, read from up to a hundred of its most recently changed pages; a page that says only when it last changed is counted in its kind but not in when, so the recent counts are a floor, and a kind none of whose pages gives a publication date reads undated. An event counts as online when its address or title says so (webinar, on demand, virtual or online summit); a conference, summit, trade show, expo or roadshow that does not say so is counted as a conference or event, which on a vendor's site is mostly in person. Read September 29, 2026.

Names read as Freshworks

What the judge wrote, as written, with how often. The vendor table decides that these count as Freshworks; a claim can dispute any of them.

Freshservice / Freshworks 2Freshworks (Freddy AI for ITSM) 1Freshworks (Freshservice) 1Freshworks / Freshservice ITAM 1

Follow Freshworks

An email the morning each edition publishes: where this product moved, where it held, and by how much against the noise floor. One address, confirmed by a click; a stop link in every email.

Already following? Everything you follow, with a stop for each.

The company

Freshworks is its own company.

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In its own words

Stated by the vendor, not checked

Positioning: AI-powered ITSM and customer service software to deliver scalable employee and customer experiences designed to boost productivity, streamline operations, and drive growth.
freshworks.com
For: agile enterprises
freshworks.com
Free plan or trial: Start for free freshworks.com
Certifications: Great Place to Work CertifiedPinkVERIFY®-certified across six ITSM processesGold Accredited Tool Vendor with certification across 14 ITIL practicesISO/IEC 27001:2022ISO/IEC 27701:2019SOC 3SOC 1 Type 2SOC 2 Type 2
Customers named: McLaren RacingNew BalanceDatabricksSeagateAmerisureiPostal1Ryan SpecialtyHobbycraft
Not stated on the pages read: Price, starting price, integrations, hosting

What Freshworks's own pages state, read October 6, 2026: freshworks.com, freshworks.com/pricing, trust.freshworks.com, freshworks.com/products, freshworks.com/customers. A claimed page can correct any of them.

Is this your product?

Claim this page

Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Freshworks's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Freshworks, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.

What a new claim receivesHide what a new claim receives

A new claim receives the current edition's vendor brief for Freshworks by email, built from the raw record of the edition. It shows:

where Freshworks is named, by buyer and by framing, and which cells hold its first choices;
the claims the models make when they name it, ranked, with the strongest and the weakest quoted;
its vocabulary against the segment leader's, and the pages the models cited;
who was chosen in the answers that did not name Freshworks, and every reason the record gives;
a battlecard for each top rival: the head-to-head split, why they win, and the reservation quoted against them;
one page of published figures cleared to show a buyer.