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Freshdesk Acquires File Collaboration Platform Framebench To Enhance Customer Support Experience

Acquisition will enable customer support agents to collaborate on videos, images, presentations, and documents with customers and colleagues

San Bruno, California

February 22, 2016

Freshdesk, the global leader in cloud-based customer support software, announced today its acquisition of Framebench, an online collaboration platform that enables teams to share, review, and comment on videos, images, presentations, and documents. With the acquisition of Framebench, support agents can interact with their customers and internal product teams by collaborating on the same file. For example, when the customer sends a screenshot, the agent can now make quick annotations and interact with the product team and even the customer without ever leaving the ticket. Agents can use this visual communication platform in real-time while working on knowledge base articles, images or even tutorial videos.

Launched in 2013, Framebench eliminates the hassle of enabling multiple parties to review and edit creative files. The online collaboration platform allows multiple people to seamlessly edit, annotate, and even version creative files.

“The acquisition of Framebench presents an opportunity to integrate collaborative capabilities not only into Freshdesk, but also other products like Freshservice,” said Girish Mathrubootham, Freshdesk CEO. “Freshdesk is committed to helping companies provide great customer experiences, and collaboration plays a critical role in enabling businesses stay on top of delivering customer happiness."

"Framebench saved us a lot of time in coordinating 260+ campaigns in the state elections and the team totally loves using it." said Vasyl Rabosyuk, former Director of Technology at the Ohio House Republican Organizational Committee.

This announcement comes on the heels of a year of incredible growth for Freshdesk, with a fourth office opened in Sydney, Australia and three recent acquisitions. Each acquisition not only brings new capabilities to Freshdesk, but intelligent and creative talent. The acquisition of Framebench will help Freshdesk continue its mission to deliver exceptional experiences across all customer touchpoints.

About Freshdesk

Freshdesk Inc. is the leading provider of cloud-based customer engagement software. Freshdesk’s suite of products include the flagship product, Freshdesk, which allows organizations to support customers through email, phone, websites, forums, and social media; Freshservice, a cloud-based service desk and IT service management solution; Hotline.io, an in-app support and engagement platform for mobile-first businesses; and Freshsales, a CRM solution and sales system for high-velocity sales teams. With powerful features, an intuitive interface and a freemium pricing model, Freshdesk’s products are widely used by teams and companies of all sizes, from SMB to enterprise. Based in San Bruno, California, with offices in Germany, the United Kingdom, Australia and India, Freshdesk is backed by Accel, Tiger Global Management, Google Capital and Sequoia Capital India. The company has over 80,000 customers around the world including 3M, Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba and Cisco. For more information, visit https://freshdesk.com.

Contact

Arvind Parthiban
arvind.parthiban@freshworks.com