Freshworks named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms
Read the full report for more about the current state of ITSM
A few years ago, Gartner published its last Magic Quadrant for ITSM, a signal that the market had settled into a familiar set of features, in our view. Since that time, the category has evolved. AI has reset what employees expect from service, infrastructure is harder to see and govern, and service management is no longer just about managing tickets—it requires deep infrastructure and asset context to drive reliable outcomes.
That's why the return of the Gartner® Magic Quadrant™ for IT Service Management Platforms matters, and why we're proud to share that Freshworks has been named a Leader. We believe this recognition reflects our commitment to building Freshservice into an AI-powered, unified service operations platform for agile enterprises—organizations that need depth, governance, and scale without the operational drag of legacy platforms.
Companies like New Balance, Amerisure, and the McLaren Mastercard Formula 1 Team already trust Freshservice to run that way. Our customer base experiences a CSAT of 97.8% and an average first contact resolution of 75%. Freshworks' domain-specific AI increases agent productivity by 40% while deflecting more than 65% of employee queries (Freshservice Benchmark Report, 2025).
Delivering these outcomes requires more than just a faster help desk. The old service model—something happens, a ticket opens, a human responds—breaks down the moment teams juggle distributed assets, major incidents, and rising demand for AI-powered support. Our strategy rests on three bets:
Unified service ops platform: Services, assets, incidents, and knowledge connected on a single platform with a common data and context model, eliminating silos and providing the rich context legacy systems lack.
Trusted, domain-specific AI: Deploys intelligent agents across critical workflows—including IT and HR requests, incident triage, and multichannel self-service—to automate routine resolutions while maintaining policy guardrails.
Rapid impact: Short implementation cycles that deliver value fast: 80% of customers go live in under 90 days, with 168% ROI and a six-month payback (Futurum Business Economic Value Report).
We believe this recognition reinforces our commitment to our 20,000+ customers. We'll keep turning your feedback into monthly releases, so the platform keeps evolving around how you actually work. And we'll hold to one principle as we do: automate what can be automated, keep human judgment where it matters, and give you the visibility and control to scale with confidence.
That's the platform we're building. To our customers, partners, and Freshworks teams: Thank you. We're just getting started.
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*Gartner, Magic Quadrant for IT Service Management Platforms, Rich Doheny, Jen Lichucki, 27 July, 2026.
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