# Freshworks: how AI models rank it, October 2026

IT AI Recommendation Index, October 2026 Edition. Named in 8 judge labels across 5 categories by 5 of 14 models. Page: https://it-ai-index.com/vendors/freshworks/

## Standing by category

| Category | Share | Rank | Negative rate | Labels |
|---|---|---|---|---|
| AI IT support agents | 2% | 18 | 0% | 3 |
| IT asset management | 0% | 66 | 50% | 2 |
| Business phone systems | 0% | 47 | 0% | 1 |
| Digital employee experience | 0% | 82 | 0% | 1 |
| IT service management | 0% | 22 | 0% | 1 |

## What the models said for it

- "the best fit is usually Freshworks (Freddy AI for ITSM) or Zendesk AI Agent" (GPT-5.4 mini, AI IT agents)
- "Promoted to Leader in the reinstated Gartner IT Service Management Platforms Magic Quadrant in 2026" (Muse Glimmer 30B, ITSM)
- "Best for: Companies wanting integrated HR service delivery with employee experience features" (GLM 4.7 FlashX, DEX)

## And against it

- "Why to be cautious: Asset management is tier-gated and user experience can vary by plan." (Muse Glimmer 30B, ITAM)

## In its own words

What Freshworks's own pages state, read 2026-10-06. Stated by the vendor, not checked by the index.

- Positioning: AI-powered ITSM and customer service software to deliver scalable employee and customer experiences designed to boost productivity, streamline operations, and drive growth. (https://freshworks.com/)
- For: agile enterprises (https://freshworks.com/)
- Free plan or trial: Start for free (https://freshworks.com/)
- Certifications: Great Place to Work Certified, PinkVERIFY®-certified across six ITSM processes, Gold Accredited Tool Vendor with certification across 14 ITIL practices, ISO/IEC 27001:2022, ISO/IEC 27701:2019, SOC 3, SOC 1 Type 2, SOC 2 Type 2
- Customers named: McLaren Racing, New Balance, Databricks, Seagate, Amerisure, iPostal1, Ryan Specialty, Hobbycraft

## What it publishes

Every page freshworks.com exposes, read 2026-09-29: 5924 addresses. By kind, pages and the last 90 days:

- blog: 63 pages, 5 in the last 90 days, latest 2026-09-24
- case study: 258 pages, 54 in the last 90 days, latest 2026-09-24
- webinar or virtual event: 64 pages, 1 in the last 90 days, latest 2026-07-30
- conference or event: 165 pages, 7 in the last 90 days, latest 2026-09-24
- report or ebook: 30 pages, 3 in the last 90 days, latest 2026-09-24
- comparison: 107 pages, 4 in the last 90 days, latest 2026-09-24
- template or tool: 18 pages, 0 in the last 90 days, latest 2026-01-07
- glossary or explainer: 23 pages, 2 in the last 90 days, latest 2026-09-24
- podcast or video: 3 pages, 1 in the last 90 days, latest 2026-09-24
- news or press: 162 pages, 18 in the last 90 days, latest 2026-09-24
- Recent: 2026-09-24 news or press: Freshworks launches new partner program with expanded reseller and services offerings https://www.freshworks.com/pressrelease/freshworks-launches-new-partner-program-with-expanded-reseller-and-services-offerings/
- Recent: 2026-09-24 news or press: Freshworks reports first quarter 2025 results https://www.freshworks.com/pressrelease/freshworks-reports-first-quarter-2025-results/
- Recent: 2026-09-24 news or press: Freshworks reports fourth quarter and full year 2024 results https://www.freshworks.com/pressrelease/freshworks-reports-fourth-quarter-and-full-year-2024-results/
- Recent: 2026-09-24 news or press: Freshworks and unisys join forces to transform it service management for mid market and enterprise companies https://www.freshworks.com/pressrelease/freshworks-and-unisys-join-forces-to-transform-it-service-management-for-mid-market-and-enterprise-companies/
- Recent: 2026-09-24 news or press: Freshworks reports third quarter 2024 results https://www.freshworks.com/press-releases/freshworks-reports-third-quarter-2024-results/
- Recent: 2026-09-24 news or press: Piracanjuba selects freshworks to transform service management across enterprise https://www.freshworks.com/press-releases/piracanjuba-selects-freshworks-to-transform-service-management-across-enterprise/

## Record

- Method: https://it-ai-index.com/methodology/
- Raw judge labels and full responses: https://it-ai-index.com/data/
- License: CC BY 4.0. Cite as IT AI Recommendation Index, October 2026 Edition, it-ai-index.com.