Freshworks makes cloud-based SaaS software for IT service management and customer support, targeting mid-market businesses with roughly 250 to 5,000 employees while pushing into enterprise accounts. The company operates two product lines: Employee Experience (EX) and Customer Experience (CX). On the EX side, Freshservice is the core ITSM platform, used by IT and operations teams to manage tickets, incidents, service requests, and assets. Freshworks has expanded EX beyond core IT into HR, finance, and legal through its Enterprise Service Management product, and has added IT asset management via Device42 and incident response via FireHydrant. On the CX side, Freshdesk is the primary customer service platform, handling ticketing, chat, messaging, and voice in a unified workspace, complemented by Freshsales (CRM) and Freshmarketer (marketing automation). Freshworks sells primarily on annual subscriptions priced per agent seat, with expansion driven by customers adding modules, upgrading to higher-tier plans, and adopting Freddy AI, which is priced on a per-session basis for autonomous resolution. Gross margins are high at roughly 87%, typical for multi-tenant cloud SaaS, with significant R&D and operations based in India. EX is the faster-growing segment and the primary investment focus, where Freshworks positions itself as a simpler, lower-cost alternative to ServiceNow for mid-market organizations. CX growth is slower and managed conservatively, with Freshworks consolidating its CX products onto the unified Freshdesk Omni platform to reduce churn.