Companies that use FreshWorks

Source: Analysis of 100 job postings that mention FreshWorks

I noticed that FreshWorks buyers span IT leadership and operations roles, with Directors of Information Technology (9%), IT Support Specialists (11%), and Program Directors (5%) representing the core purchasing audience. These leaders are focused on ITSM platform consolidation, SLA compliance, and operational excellence across service management functions. Many postings emphasize knowledge of ITIL processes and experience with ticketing systems, suggesting buyers prioritize structured service delivery frameworks.

Day-to-day users are predominantly technical support teams, help desk analysts, and service desk personnel who handle incident management, user onboarding, and ticket resolution. I observed multiple references to managing workflows in FreshDesk and FreshService for L1/L2 support, configuring automation rules, and maintaining service catalogs. Users also leverage the platform for asset management, change management, and integration with other enterprise systems like Active Directory and SAP.

The pain points center on scaling support operations while maintaining quality. Companies seek to "deliver exceptional customer and employee experiences" and "ensure operational efficiency" through automation. One posting explicitly mentioned the need to "build scalable processes to support the businesses continued technology developments," while another emphasized "driving continual service improvement initiatives." Organizations want platforms that reduce manual effort, improve response times, and provide metrics-driven insights into team performance and service health.

Source: Analysis of Linkedin bios of 28,592 companies that use FreshWorks

I noticed that FreshWorks customers span an incredibly diverse range of operations, from KaBuM!'s e-commerce platform serving millions across Latin America to Lutheran Social Services providing crisis intervention, from Tecban managing Brazil's largest ATM network to Spooky Nook Sports running athletic facilities. What unites them is that they're almost all service-oriented businesses dealing directly with end customers or beneficiaries. Whether it's Ancestry connecting people with family history, Valmet providing industrial solutions, or Air India Express moving passengers, these companies exist at the intersection of delivering tangible value and managing complex customer relationships.

These companies sit predominantly in the growth-to-mature phase. The employee counts tell the story: heavy concentration in the 50-500 range, with many in the 1,000-5,000 bracket. Funding signals are mixed, ranging from bootstrapped family businesses like Zajadacz (90+ years old) to Series C companies like Kiddom, but very few are early-stage startups. Most appear to be established operations focused on scaling and optimization rather than product-market fit.

Source: Analysis of tech stacks from 28,592 companies that use FreshWorks

I noticed that companies using FreshWorks tend to be tech-forward, security-conscious organizations that prioritize operational efficiency and employee experience. The presence of Docker Hub alongside enterprise security and identity management tools tells me these are likely mid-market to enterprise SaaS companies or technology providers building scalable, cloud-native products. They're sophisticated enough to need containerization but still value integrated, user-friendly tools like FreshWorks rather than building everything custom.

The pairing of OneLogin with FreshWorks makes perfect sense. Companies serious about identity management need streamlined support systems that integrate with their SSO infrastructure. PagerDuty's strong correlation suggests these companies run mission-critical services where downtime matters, so they need robust incident management paired with customer support tools. The appearance of Qualtrics is particularly revealing. It shows these companies are data-driven about customer experience, likely using FreshWorks for front-line support while Qualtrics measures satisfaction and closes the feedback loop. Go1's presence indicates investment in continuous employee learning, which aligns with companies that view support teams as strategic assets requiring ongoing development.

The full stack reveals these are operationally mature, likely product-led growth companies in the scale-up phase. They've moved past startup scrappiness but haven't yet built massive custom tooling like enterprises. They care deeply about security, uptime, and measurable customer experience. The Docker Hub correlation particularly signals companies shipping software products themselves, meaning they understand technical customers and need support teams that can handle complexity.