Forrester Wave™: Enterprise Service Management Platforms, Q4 2025
Freshworks named a Strong Performer for its unified, AI-augmented service management platform
Download the report
Freshworks: A Strong Performer and Customer Favorite
Only vendor recognized as customer favorite, with customers praising the ease of use, intuitive design, robust APIs, and strengths such as:
AI-driven insights for faster, smarter decision-making
Proactive alert management to monitor service health
Excellent customer service every step of the way
Forrester Take: Freshworks is a compelling choice for midsize enterprises
An uncomplicated AI-augmented ITSM solution with strong self-service and asset management capabilities
Agent productivity powered by AI and strong workflows
End-to-end control and visibility of every asset
Employee-first service delivery experience
"Today, nearly 20,000 customers partner with Freshworks to deliver exceptional employee experiences. This recognition from Forrester as a Strong Performer and Customer Favorite validates our mission to uncomplicate service management with an AI-powered, unified platform built for IT and every business department."
Take the next step in your uncomplicated service delivery journey.
Discover how Freshworks’ unified AI-enhanced platform delivers modern, intuitive employee experiences.