Freshworks Inc
F:7DF
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Freshworks Inc
F:7DF
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Freshworks Inc
Freshworks makes business software that helps companies manage customer support, sales, and internal IT requests. Its main products include help desk tools, customer relationship software, and IT service management software, all delivered through the cloud and sold as subscriptions. The company focuses on making software that is simpler and faster to set up than the larger enterprise systems many businesses struggle with. Its customers are usually small and midsize businesses, along with some larger organizations that want easier-to-use software for their frontline teams. These companies use Freshworks to track customer tickets, manage sales leads, answer employee support requests, and organize work across service teams. Freshworks makes money mainly by charging recurring subscription fees for access to its software. What makes Freshworks different is its role as a practical, lower-friction alternative in the business software market. Instead of selling one huge system, it sells focused products that solve everyday support and service problems for companies that want quick adoption and straightforward pricing. That puts it in the middle of the workflow between a business’s customers or employees and the teams that respond to their requests.
Freshworks makes business software that helps companies manage customer support, sales, and internal IT requests. Its main products include help desk tools, customer relationship software, and IT service management software, all delivered through the cloud and sold as subscriptions. The company focuses on making software that is simpler and faster to set up than the larger enterprise systems many businesses struggle with.
Its customers are usually small and midsize businesses, along with some larger organizations that want easier-to-use software for their frontline teams. These companies use Freshworks to track customer tickets, manage sales leads, answer employee support requests, and organize work across service teams. Freshworks makes money mainly by charging recurring subscription fees for access to its software.
What makes Freshworks different is its role as a practical, lower-friction alternative in the business software market. Instead of selling one huge system, it sells focused products that solve everyday support and service problems for companies that want quick adoption and straightforward pricing. That puts it in the middle of the workflow between a business’s customers or employees and the teams that respond to their requests.
Beat and raise: Freshworks reported Q2 revenue of $237.4 million, up 16% year over year, and said it was above the high end of its outlook. Management also raised the full-year revenue outlook to $963.5 million to $966.5 million.
Profitability milestone: The company posted positive GAAP net income of $3.2 million ahead of plan, calling it an important milestone and saying GAAP profitability is now a durable part of the model.
EX strength: Employee experience remained the main growth engine, with EX ARR up 24% constant currency to $567 million. Management said large deals, ITAM, ESM and new AI products are all widening the opportunity.
AI traction: Freshworks said AI is helping win deals and expand accounts, with over 7,000 customers paying for an AI SKU and Copilot attach rates above 70% in larger deals.
CX stabilization: Customer experience ARR rose 4% constant currency to $400 million. Management described CX as a more disciplined, profitability-focused business with steady-state growth.
Capital discipline: The company ended Q2 with $665 million in cash and investments, no debt, and said it repurchased about 18.3 million shares for $159 million in the quarter.