Freshdesk is a customer support software that helps businesses manage customer inquiries, track tickets, and enhance communication across channels to improve customer satisfaction.
Integrated natively into the Freshdesk platform, Freddy AI powers global companies by scaling support without added complexity. It handles context understanding, follow-up questions, and task execution for issues like hardware troubleshooting. Aimed at mature support teams, it stands out for reliability and comprehensive analytics. Continuously updated for 2026 IT needs.
The ToS states Freshworks may use 'Usage Data' to 'develop, improve, support, and operate its products and services' but
No training opt-out mechanism was identified in the legal documents.
Moderate risk. Suitable for internal data but avoid confidential information.
The ToS states Freshworks may use 'Usage Data' to 'develop, improve, support, and operate its products and services' but explicitly excludes Customer Confidential Information from this use unless 'aggregated and anonymized.' However, the language is vague about whether aggregated/anonymized customer data or interactions are used to train AI models. The DPA is referenced but not provided in full, creating ambiguity about AI training practices.
“[ToS] 'Freshworks may collect and use any data that is gathered in or derived from the use of the Services ("Usage Data") to develop, improve, support, and operate its products and services... Freshworks shall not share with a third party any Usage Data that includes Customer's Confidential Information except... to the extent the Usage Data is aggregated and anonymized.'”
The ToS grants Freshworks a 'non-exclusive, worldwide, royalty-free right to process the Customer Data solely to the extent necessary to provide, maintain, and improve the Freshworks Technology.' This is limited in scope to service provision and improvement, but 'improve' is somewhat broad. The license does not explicitly state it terminates on account deletion, and the term 'improve' could encompass derivative uses.
“[ToS] 'Customer hereby grants to Freshworks and its Affiliates a non-exclusive, worldwide, royalty-free right to process the Customer Data solely to the extent necessary to provide, maintain, and improve the Freshworks Technology and perform all related obligations owed to Customer under this Agreement.'”
Freshworks publishes a detailed sub-processor list showing data shared with infrastructure providers (AWS, Snowflake, Databricks, etc.) under stated purposes. However, the ToS permits sharing of 'aggregated and anonymized' Usage Data with third parties without explicit DPA requirements listed for all sub-processors. The sub-processor list shows many analytics and monitoring partners (Datadog, Segment, PostHog) with access to usage data, creating moderate sharing risk.
“[ToS] 'Freshworks shall not share with a third party any Usage Data that includes Customer's Confidential Information except... to the extent the Usage Data is aggregated and anonymized such that the data no longer directly identifies Customer or Customer's Users.' [SUBPROCESSORS] Extensive list of sub-processors including Snowflake, Databricks, Datadog, Segment for analytics and data processing.”
The ToS provides a 14-day export window after account termination, then states Freshworks 'reserves the right to retain Customer data for up to three (3) months before deleting all Customer Data in the normal course of operation except as necessary to comply with Freshworks legal obligations.' This creates a vague 3-month retention period and exempts data needed for legal/financial records, which could be indefinite.
“[ToS] 'Freshworks will make Customer Data available for export for fourteen (14) days from the effective date of the closure of Customer's Account... Beyond such Data Export Period, Freshworks reserves the right to retain Customer data for up to three (3) months before deleting all Customer Data in the normal course of operation except as necessary to comply with Freshworks legal obligations, maintain accurate financial and other records, resolve disputes, and enforce its agreements.'”
The ToS explicitly states 'Customer and its licensors retain all right, title, and interest (including any and all intellectual property rights) in and to the Customer Data and any modifications made thereto.' Freshworks obtains no IP rights in customer data or outputs, only a limited processing license. This is a clear, enterprise-friendly protection.
“[ToS] 'As between the parties, Customer and its licensors retain all right, title, and interest (including any and all intellectual property rights) in and to the Customer Data and any modifications made thereto in the course of the operation of the Freshworks Technology.'”
Freshworks explicitly states it is 'audited by independent audit entities for ISO 27001, SOC 2, and other compliances at least once a year.' The Security pages reference a Trust Center with 'cybersecurity certifications, attestations, and other cybersecurity documents.' The company demonstrates SOC 2 Type II and ISO 27001 compliance with published security practices.
“[SECURITY] 'Freshworks is also audited by independent audit entities for ISO 27001, SOC 2, and other compliances at least once a year.' [SECURITY] 'Freshworks Trust Center... you'll find all our cybersecurity certifications, attestations, and other cybersecurity documents.'”
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