Common questions
How do users describe their experience with Freshworks?
One Freshworks customer described their experience: "We have much better, more structured incident response comms and coordination now (thanks to FireHydrant's runbook automation and Slack integration), and that's what attracted departments outside of Engineering. Our process for incident response and management is more unified across departments." — shared by Technical Program Manager, Incident Response, 501-5000 Financial Services Company through an.
What do Freshworks customers say about ROI and outcomes?
Freshworks customers report concrete outcomes from using the product. A representative finding: 78% of surveyed Freshservice users faced difficulty in managing requests across email, spreadsheets, or multiple tools before using Freshservice for HR service delivery. The data comes from verified survey responses published through UserEvidence and reflects how customers describe the impact they have measured.
What results has Freshworks achieved with its customers?
A Freshworks case study captures the results in a customer's own words. University of Alberta: A Seamless Shift to Advanced ITAM. Modernising asset management with confidence. The full case study lives on UserEvidence and links back to the verified evidence used to build it, so readers can trace every claim to a source.
What kinds of customer evidence does UserEvidence have about Freshworks?
The Freshworks Research Library currently includes 422 customer testimonials, 32 survey statistics, 46 chart-backed findings, and 2 customer case studies. Every item is sourced from a real customer interaction — surveys, calls, or written quotes — and verified by UserEvidence before it is published, so readers can trust the evidence is genuine.
How recent is the customer evidence in the Freshworks Research Library?
The Freshworks Research Library is updated as new customer evidence is collected. The most recent verified evidence was published September 18, 2026, and additional surveys, testimonials, and case studies are added on a rolling basis as they are completed and verified.