Back to Press Releases

Freshworks wins Best Implementation of an ITSM solution for 2nd year running at the SDI IT Service and Support Awards

London, UK March 22, 2018

Freshworks, the leading provider of cloud-based business software, has won the Best Implementation of an IT Service Management (ITSM) Solution award as a result of its collaboration with Descartes, a global leader in logistics technology. The award was won for Descartes’ implementation of Freshservice and was announced at the Service Desk Institute Awards dinner, which took place on Tuesday 13th March.

The service desk implementation involved rolling out a cloud-based service desk for the company, which supports more than 17,000 customers worldwide with a team of agents spread around the globe. Julie Calcunovitch, VP, Customer Support & Client Services at Descartes and part of the winning information technology service team said, “Support is a critical component of our overall service to our customers. Our implementation of Freshservice is part of our journey to provide the best service possible. Since implementing Freshservice, we have received great responses from both our customers and our agents. It is very satisfying that our effort and results have been recognised by the Service Desk Institute and we look forward to continuing our work and great relationship with Freshworks.”

Simon Johnson, UK&I General Manager at Freshworks commented on the company’s win, “We pride ourselves on the success that our customers have with our solutions, and our work with Descartes is a clear example of an implementation that didn’t just meet customer expectations, but exceeded them. We continue to work closely with the team at Descartes to further enhance how the service desk team can deliver exemplary service to customers.”

Freshworks is proud of the service that it provides its customers and how its solutions are continuing to contribute to businesses across multiple markets. This is the second year running that Freshworks has won this award, with last year’s win coming from its implementation of Freshservice with Western Sussex Hospitals NHS Foundation Trust.

The IT Service & Support Awards take place in Spring every year to recognise and celebrate the outstanding achievements of the brilliant teams and people working in the IT service and support industry. Freshworks will be donating this years’ prize money of £500 to charity.

About Freshworks

Freshworks Inc. is the parent company behind the suite of products, which includes Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat and Freshmarketer. The company’s suite of products is designed to work tightly together to increase collaboration and help teams better connect and communicate with their customers and co-workers. Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks has its HQ in San Bruno, California and global offices in India, UK, Australia, and Germany. The company's cloud-based suite of SaaS products is widely used by over 40,000 customers around the world including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco. To learn more about Freshworks, please visit

Media Contact

Arvind Parthiban