Freshservice named a strong performer in 2025 Forrester Wave™ for Enterprise Service Management

We’re thrilled to share that Freshservice has been named a Strong Performer in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025—a recognition that, for us, underscores our mission to deliver an uncomplicated, unified service management experience for IT and business teams like HR, facilities, finance, legal, and more. 

In addition, Freshworks received above-average customer feedback in the evaluation. We believe this distinction reflects our unwavering focus on building modern, intuitive software that customers not only depend on but genuinely enjoy using.

Powering what’s next in service management

The Forrester Wave™ evaluation assessed vendors across a broad spectrum of enterprise service management criteria, including incident response and collaboration; change risk automation; asset and configuration management with discovery, process workflow, and task management; and analytics and dashboards. This breadth reflects the growing expectation for ESM platforms to serve as the connective layer between IT and every part of the business.

In this diverse landscape, the Forrester report stated that Freshworks envisions simplified, unified service management and notes that our Freddy AI Agent covers “all essential aspects” while taking “a big step into the agentic computing era.” Building on this, the Freddy AI Copilot enhances agent productivity and empowers teams to achieve measurable impact through contextual insights and automation.

This strong AI foundation is complemented by robust asset and configuration management, with Forrester noting our “autodiscovery and a visual service mapping tool” that provides real-time visibility into complex technology environments.

We also continue to excel in workflow orchestration, enabling organizations to automate and manage end-to-end employee journeys across IT and business functions. These capabilities extend the value of Freshservice ESM beyond traditional ITSM into enterprise-wide service delivery.

All of this is unified through our unified employee portal, which Forrester recognizes for making self-service “intuitive and user friendly.” It’s a consumer-grade experience that employees love, paired with the scalability enterprises need.

Together, these strengths reflect how Freshservice combines breadth and depth—covering the essentials of modern service management while advancing into the next era of AI-driven, unified enterprise service delivery.

What customers love about Freshservice 

Our customers continue to be our strongest advocates, and their feedback played a key role in shaping Forrester’s evaluation. 

Freshworks received above-average customer feedback in the evaluation. Customers praised Freshservice for its ease of use, intuitive design, and robust API capabilities. The report cites our strengths in proactive alert management, AI-driven insights, and excellent customer service.

Hearing directly from organizations such as STCU and Bensons for Beds that rely on Freshservice and ESM every day is the best validation of our work, and it inspires us to keep simplifying and elevating the service management experience.

Our commitment to future innovation

The product philosophy of Freshworks is to uncomplicate enterprise service management with an AI-powered, unified platform built for IT and every business department. This mission continues to accelerate our momentum. With a world-class product, user experience, and engineering team, we are building an AI-native platform where agentic workflows are embedded across every experience.

Our customer-led innovation cycle, powered by monthly releases, helps us deliver value faster and stay closely aligned with customer needs. The acquisition of Device42, now being integrated as native capabilities, will further strengthen our ITAM and ITOM portfolio and reinforce our long-term vision for unified service management, bringing the power of assets to IT Teams, as well as facilities, workplace services, procurement, and legal.

This recognition from Forrester belongs as much to our customers as it does to us. Their trust and feedback continue to shape everything we build. As we continue to innovate, our goal remains simple: to make enterprise service management easy to use, intelligent, and uncomplicated for every team.

To read a complimentary copy of The Forrester Wave™: Enterprise Service Management, Q4 2025, access the report here.

Disclaimer: Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here .