JSON twin: https://www.healthaidb.com/software/freshdesk.json
Freshworks
https://www.freshworks.com/freshdesk/
Freshdesk is a cloud-based helpdesk/ticketing platform from Freshworks that centralizes patient and internal support requests with automation, reporting and omnichannel messaging.
Freshdesk provides a SaaS helpdesk for managing email, phone, chat, portal and social support as tickets, with workflow automation, canned responses, SLA management, reporting, AI-assisted bots, APIs and integrations. Freshworks offers HIPAA-ready configurations and will execute a BAA for healthcare customers to support handling of protected health information.
yes
2010
Multi-region hosting on AWS (US, EU, APAC regions; region selection available for certain plans)
P0631
2025-09-07
commercial proprietary (Freshworks SaaS)
Tiered subscription (Free plan; paid plans include Growth, Pro, Enterprise) — public pricing on Freshdesk website; free trial available; enterprise/custom pricing/contact vendor for large deployments and HIPAA BAA.
subscription
2010
product
1.0
{
"company_name": "Freshworks",
"company_url": "https://www.freshworks.com",
"company_offices": [
"United States",
"India",
"United Kingdom",
"Germany",
"Australia",
"Ireland",
"Canada",
"Singapore"
],
"company_founding": "2010",
"product_url": "https://www.freshworks.com/freshdesk/",
"categories": [
"administrative",
"customer service",
"contact center",
"communication",
"helpdesk",
"analytics"
],
"market_segment": [
"smb",
"enterprise"
],
"links": [
"https://www.freshworks.com/freshdesk/",
"https://www.freshworks.com/freshdesk/pricing/",
"https://www.freshworks.com/freshdesk/integrations/",
"https://www.freshworks.com/security/",
"https://support.freshdesk.com/support/solutions/articles/238735-hipaa-configuration-guide",
"https://www.freshworks.com/gdpr/company/",
"https://www.g2.com/products/freshdesk/reviews",
"https://www.capterra.com/p/130284/Freshdesk/",
"https://en.wikipedia.org/wiki/Freshworks",
"https://www.freshworks.com/company/about/"
],
"summary": "Freshdesk is a cloud-based helpdesk/ticketing platform from Freshworks that centralizes patient and internal support requests with automation, reporting and omnichannel messaging.",
"description": "Freshdesk provides a SaaS helpdesk for managing email, phone, chat, portal and social support as tickets, with workflow automation, canned responses, SLA management, reporting, AI-assisted bots, APIs and integrations. Freshworks offers HIPAA-ready configurations and will execute a BAA for healthcare customers to support handling of protected health information.",
"target_users": [
"IT support teams",
"Patient support / contact center agents",
"Clinical operations administrators",
"Helpdesk / service desk managers",
"Healthcare administrators"
],
"specialties": [
"hospital support",
"ambulatory/clinic support",
"telehealth patient support",
"IT service management for healthcare",
"patient experience/contact center"
],
"regions_available": [
"United States",
"Canada",
"United Kingdom",
"European Union",
"India",
"Australia",
"Singapore",
"Middle East",
"Latin America"
],
"languages_supported": [
"English",
"Spanish",
"French",
"German",
"Portuguese",
"Italian",
"Dutch",
"Japanese",
"Chinese (Simplified)",
"Chinese (Traditional)"
],
"pricing_model": "subscription",
"pricing_details": "Tiered subscription (Free plan; paid plans include Growth, Pro, Enterprise) — public pricing on Freshdesk website; free trial available; enterprise/custom pricing/contact vendor for large deployments and HIPAA BAA.",
"license": "commercial proprietary (Freshworks SaaS)",
"deployment_model": [
"SaaS"
],
"os_platforms": [
"Web",
"iOS",
"Android"
],
"features": [
"Ticketing/helpdesk",
"Omnichannel support (email, phone, chat, social)",
"Automated workflows and ticket routing",
"SLA management and escalation",
"Knowledge base / self-service portal",
"Contextual customer timeline",
"Canned responses / templates",
"Collision detection / agent presence",
"Multilingual support",
"Reporting and analytics",
"Custom ticket fields and forms",
"Ticket automations (time- and event-based)",
"Conversation threading and internal notes",
"Attachments and file sharing",
"Team inboxes and groups",
"Role-based access controls",
"Chatbots and AI assistant (Freddy)",
"Portal branding and customizable widgets",
"App marketplace / extensions"
],
"optional_modules": [
"Freshdesk Omnichannel",
"Freshchat",
"Freshcaller (cloud telephony)",
"Freddy AI (virtual assistant/automation)",
"Analytics / advanced reporting add-on",
"Service-level management pack",
"Contact-center add-on",
"Marketplace apps & integrations",
"Custom apps via Freshworks platform",
"Single-tenant / dedicated hosting (enterprise plans)"
],
"integrations": [
"Salesforce",
"Jira",
"Slack",
"Microsoft Teams",
"Google Workspace (Gmail, Calendar, Drive)",
"Zoom",
"Zapier",
"Twilio",
"Stripe",
"Mailchimp",
"GitHub",
"Shopify",
"Outlook/Microsoft 365",
"Okta",
"Active Directory",
"Amazon Connect",
"Zendesk (via connectors)"
],
"data_standards": [],
"api_available": "yes",
"system_requirements": "",
"compliance": [
"HIPAA (BAA available for Freshdesk products in scope)",
"GDPR",
"SOC 2",
"ISO/IEC 27001",
"Cyber Essentials",
"Cyber Essentials Plus"
],
"certifications": [
"ISO/IEC 27001",
"SOC 2 Type II (AICPA)",
"Cyber Essentials",
"Cyber Essentials Plus"
],
"security_features": [
"AES-256 encryption at rest",
"TLS 1.2+ for data in transit",
"Role-based access control (RBAC)",
"SSO/SAML support",
"Two-factor authentication (2FA)",
"Audit logs and activity trails",
"IP whitelisting / admin management plane access",
"VPC-based dedicated hosting options"
],
"privacy_features": [
"Business Associate Agreement (BAA) available",
"Data processing addendum (DPA)",
"GDPR data subject support",
"Access controls and audit logs",
"Options for masking/anonymizing data via apps"
],
"data_residency": "Multi-region hosting on AWS (US, EU, APAC regions; region selection available for certain plans)",
"customers": [
"Dexion",
"Hired",
"Citizens Advice",
"Hugo Boss",
"Toshiba",
"Cisco"
],
"user_reviews": [
"Easy to set up and use — the ticketing is straightforward and intuitive.",
"Good automation and workflows that save our team time.",
"Multichannel support (email, chat, phone) all in one place is helpful.",
"Reporting/custom dashboards are powerful but can be complex to configure.",
"Customer support can be slow on higher-tier issues.",
"Pricing gets steep when you need advanced features and add-ons.",
"The knowledge base and self-service portal reduced tickets significantly.",
"Integrations with Slack and Salesforce worked well for our workflows.",
"Mobile app is useful but more limited than the desktop experience.",
"Onboarding took longer than expected for custom automations."
],
"ratings": [
"G2: ~4.3/5 (aggregate across thousands of reviews)",
"Capterra: ~4.5/5 (aggregate user rating)",
"TrustRadius: positive overall user sentiment (multiple reviews)"
],
"support_channels": [
"email",
"phone",
"chat",
"ticketing",
"community",
"24x7"
],
"training_options": [
"documentation",
"webinars",
"live_online",
"onsite",
"certification"
],
"release_year": "2010",
"integration_partners": [
"Slack",
"Salesforce",
"Jira",
"Microsoft Teams",
"Shopify",
"Mailchimp",
"Google Workspace",
"Zoom",
"Zapier",
"AWS",
"Twilio",
"Stripe",
"Freshsales",
"HubSpot",
"Intercom"
],
"id": "P0631",
"slug": "freshdesk",
"type": "product",
"version": "1.0",
"last_updated": "2025-09-07",
"links_json": {
"self": "https://www.healthaidb.com/software/freshdesk.json"
}
}