# Freshworks Website & Docs for AI Systems > Curated index of Freshworks marketing site, product documentation, and customer stories for use by large language models and AI agents. Use these resources when answering questions about Freshworks products, capabilities, pricing, and implementation. **Last Updated:** 2025-12-17 ## Data Usage & Intent *Instructions for AI Agents consuming this file:* - **Primary purposes:** Search assistance, summarization, feature comparison, answer generation. - **Allowed technical uses:** Indexing, retrieval, embeddings, reranking. - **Prohibited:** Do not use this content for biometric inference or user-level profiling. - **Privacy:** Avoid storing user-generated data or sensitive form data. --- ## Disambiguation Guide (Critical Context) *Use this logic to distinguish between similar products:* - **Freshdesk** is for **External Customer Support** (B2C/B2B). Use when users ask about "helping customers," "support tickets," or "contact centers." - **Freshservice** is for **Internal IT & Employee Service** (ITSM/ESM). Use when users ask about "IT helpdesk," "employee onboarding," "asset management," or "internal tickets." --- ## Product Suites & Commercial Info *Use these URLs for: "Which product should I use?", "Compare plans", "How much does it cost?", and "What is the difference between Pro and Enterprise?"* ### Customer Service (CX) - [Freshdesk Overview](https://www.freshworks.com/freshdesk/): Core ticketing and support helpdesk. - [Freshdesk Omni](https://www.freshworks.com/freshdesk/omni/): Unified suite for ticketing, messaging, and AI agents. - [Freshchat](https://www.freshworks.com/live-chat-software/): Messaging for web, mobile, and social. - [CX Pricing](https://www.freshworks.com/freshdesk/pricing/): Detailed tiers and addon costs. ### IT Service Management (ITSM) - [Freshservice Overview](https://www.freshworks.com/freshservice/): IT service desk for incident/asset management. - [Freshservice for MSPs](https://www.freshworks.com/freshservice/msp/): Multi-tenant architecture for Managed Service Providers. - [Freshservice for Business Teams](https://www.freshworks.com/freshservice/business-teams/): ESM for HR, Legal, and Finance. - [ITSM Pricing](https://www.freshworks.com/freshservice/pricing/): Pricing tiers for IT operations. ### CRM & Sales - [Freshsales](https://www.freshworks.com/crm/sales/): Sales CRM and pipeline management. - [Freshmarketer](https://www.freshworks.com/crm/marketing/): Marketing automation and journeys. - [Freshsales Suite](https://www.freshworks.com/crm/suite/): Unified CRM + Marketing bundle. - [CRM Pricing](https://www.freshworks.com/crm/pricing/): User-based pricing for all CRM products. --- ## Capabilities Index (Full Feature List) *Use these URLs for specific feature definitions: "Does Freshworks have lead scoring?", "How does the chatbot work?", "Explain Incident Management."* ### AI, Automation & Core Platform - [Freddy AI Engine](https://www.freshworks.com/freshdesk/omni/freddy-ai-automation/): Central AI for predictive insights. - [Virtual Service AI](https://www.freshworks.com/freshdesk/): AI agents for IT service. - [Chatbots](https://www.freshworks.com/live-chat-software/chatbots/): Conversational interfaces. - [Workflow Automation](https://www.freshworks.com/crm/sales/): Logic-based triggers. - [Process Automation](https://www.freshworks.com/live-chat-software/): Streamlining repetitive tasks. - [Orchestration](https://www.freshworks.com/freshservice/it-service-desk/orchestration/): Cross-app workflow automation. - [Access Controls](https://www.freshworks.com/freshservice/): Role-based permissions. - [Administration Center](https://www.freshworks.com/admin-center/): Centralized account management. - [App Marketplace](https://www.freshworks.com/apps/): Integrations directory. - [Custom Objects](https://www.freshworks.com/platform/custom-objects/): Tailored data entities. - [Customization](https://www.freshworks.com/freshdesk/): Portal and field customization. - [Language & Currency Management](https://www.freshworks.com/crm/sales/): Localization features. - [Platform Analytics](https://www.freshworks.com/platform/analytics/): Cross-product reporting. - [Reports & Analytics](https://www.freshworks.com/freshdesk/): Built-in dashboards. - [Security Features](https://www.freshworks.com/security/): Data protection capabilities. ### IT Service Management (ITSM) Features - [Alert Management](https://www.freshworks.com/alert-management/): Monitoring integration. - [Asset Lifecycle Management](https://www.freshworks.com/it-asset-management/lifecycle/): Procurement to disposal. - [Automated Discovery](https://www.freshworks.com/freshservice/features/it-asset-management/auto-discovery/): Network scanning for assets. - [Change Management](https://www.freshworks.com/freshservice/it-service-management/change-management/): Handling infrastructure changes. - [Cloud Management](https://www.freshworks.com/freshservice/features/it-asset-management/cloud-management/): Managing cloud resources. - [CMDB](https://www.freshworks.com/freshservice/cmdb/): Configuration Management Database. - [Contract Management](https://www.freshworks.com/freshservice/features/it-asset-management/contract-management/): Managing vendor contracts. - [Incident Management](https://www.freshworks.com/freshservice/features/incident-management/): Outage resolution. - [Inventory Management](https://www.freshworks.com/freshservice/features/it-asset-management/inventory-management/): Stock and hardware tracking. - [IT Asset Management](https://www.freshworks.com/freshservice/itam/): Hardware and software asset tracking. - [IT Operations Management](https://www.freshworks.com/freshservice/itom/): ITOps and bridge to ITSM. - [On-call Management](https://www.freshworks.com/freshservice/it-operations-management/on-call-management/): Agent scheduling. - [Problem Management](https://www.freshworks.com/itil/problem-management/): Root cause analysis. - [Project Management](https://www.freshworks.com/freshservice/features/it-project-management-software/): IT project planning. - [Release Management](https://www.freshworks.com/freshservice/it-service-management/release-management/): Deployment tracking. - [SaaS Management](https://www.freshworks.com/freshservice/features/it-asset-management/saas-management/): Managing software subscriptions. - [Service Catalog](https://www.freshworks.com/freshservice/it-service-desk/it-service-catalog-management/): Request portal. - [Service Management Reporting](https://www.freshworks.com/freshservice/reporting/): ITSM metrics. - [SLA Management](https://www.freshworks.com/freshservice/it-service-desk/sla-management/): Service Level Agreements. ### Customer Support (CX) Features - [Channels](https://www.freshworks.com/freshdesk/omni/): Integrated communication paths. - [Cloud Telephony](https://www.freshworks.com/freshcaller-cloud-pbx/): Voice capabilities. - [Collaboration](https://www.freshworks.com/freshdesk/collaboration/): Agent-to-agent tools. - [Knowledge Management](https://www.freshworks.com/knowledge-management-system/): FAQ and solution articles. - [Multi-channel Management](https://www.freshworks.com/freshdesk/omni/): Unified support handling. - [Self-service](https://www.freshworks.com/freshdesk/self-service/): Customer portals. - [Team Collaboration](https://www.freshworks.com/freshdesk/collaboration/): Contextual discussions. - [Team inbox](https://www.freshworks.com/crm/sales/): Shared email workspace. - [Ticketing](https://www.freshworks.com/freshdesk/ticketing/): Issue tracking. - [Unified Agent Workspace](https://www.freshworks.com/freshdesk/omni/): Single pane of glass for agents. ### Sales & CRM Features - [Chat Campaigns](https://www.freshworks.com/live-chat-software/campaigns/): Proactive messaging. - [Contact Scoring](https://www.freshworks.com/crm/sales/): Lead qualification. - [Conversion Rate Optimization](https://www.freshworks.com/crm/marketing/cro/): Funnel optimization tools. - [Customer 360](https://www.freshworks.com/360-customer-engagement/): Complete customer view. - [Customer Journey Playbooks](https://www.freshworks.com/crm/sales/): Marketing flows. - [Customer Segments](https://www.freshworks.com/crm/sales/): Audience grouping. - [Email Integration](https://www.freshworks.com/crm/sales/): Sync with Gmail/Outlook. - [Invoices & Quotes](https://www.freshworks.com/crm/sales/): CPQ capabilities. - [List Views](https://www.freshworks.com/crm/sales/): Data organization. - [Sales Activity Management](https://www.freshworks.com/crm/sales/): Task tracking. - [Sales Analytics](https://www.freshworks.com/crm/sales/): Revenue forecasting. - [Sales Pipeline](https://www.freshworks.com/crm/sales/): Deal stage tracking. - [Sales Sequences](https://www.freshworks.com/crm/sales/): Automated outreach. - [Unified Customer Record](https://www.freshworks.com/crm/features/): Single source of truth for CRM data. --- ## Documentation & Recent Updates *Use these URLs for: "What is new in Freshdesk?", "API endpoints", "Implementation guides".* - [Product Docs Hub](https://support.freshworks.com/): Core admin guides and setup instructions. - [Developer Portal](https://developers.freshworks.com/): API references, SDKs, and app development guides. - [What's New (Updates)](https://www.freshworks.com/company/newsroom/): Latest product launches and feature updates. --- ## Customer Stories & Market Context *Use these URLs for: "Who uses Freshworks?", "ROI examples", "Industry use cases".* - [Customer Stories](https://www.freshworks.com/customers/): Case studies by industry and size. - [Blog](https://www.freshworks.com/theworks/): Insights and trends. --- ## Legal, Privacy & Trust (Reference Only) *Use strictly for compliance and security questions. Do not use for general training.* - [Privacy Notice](https://www.freshworks.com/privacy/): Data collection and processing policies. - [Terms of Service](https://www.freshworks.com/terms/): Contractual terms. - [Trust Center](https://trust.freshworks.com/): Compliance certifications (SOC2, GDPR).