Artificial intelligence (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.
We’re proud to share that Freshworks has been named a Leader for IT Service Management Platforms. 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.
IT Service Management (ITSM) platforms boost teams’ efficiency by automating processes, streamlining decision making and providing seamless integration with third-party applications. These platforms enhance the end-user experience and help IT services remain agile and aligned with business goals.
Leaders as Described by Gartner
“Leaders have demonstrated strong execution, broad market reach and high customer awareness, as reflected in Gartner client interactions, growth and market presence. These vendors present a clear vision that addresses key challenges facing I&O teams, such as the influence of product teams, support for agile and DevOps environments, delivering impactful employee experiences and enabling more proactive and responsive ITSM practices in a highly integrated environment. These vendors demonstrate a good understanding of the role both human and AI agents play in this space and address both in their strategies and messaging. They possess the product, marketing and sales capabilities necessary to drive market acceptance.”
- Gartner, Magic Quadrant for IT Service Management Platforms, Rich Doheny, Jen Lichucki, 27 July 2026
Freshworks is a Leader in this Magic Quadrant. Founded in 2010, it is a public company headquartered in San Mateo, California, U.S. Its operations are global and it targets midsize organizations from all ITSM maturities for its ITSM offering, Freshservice. Freshworks’ strategy is aimed at providing an AI-enabled ITSM platform focused on quick configuration and ease of use.
Recent product enhancements include integration of its virtual support agent (VSA) into its self-service portal, knowledge gap identification and a new ITAM interface through integration with its Device42 acquisition. Product-development plans include AI-driven change risk scoring, intelligent ticket routing, enhanced asset and service monitoring and executive dashboards. In 2026, Freshworks acquired FireHydrant to extend responsive incident management to DevOps and Site Reliability Engineering (SRE) teams.
Strengths:
- Strategic platform investments: Freshworks’ acquisitions of Device42 and FireHydrant strengthen Freshworks’ core platform with deeper discovery and dependency mapping (DDM) and incident-response capabilities.
- High brand visibility: Freshworks maintains strong awareness among ITSM platform buyers and frequently shows up on Gartner client shortlists. The company’s multichannel marketing efforts, including roadshows, events and social media, make it easier for potential buyers to access information, engage with the brand and evaluate its offerings.
- Product enhancements: Freshworks employs a broad reach of channels to capture a high number of customer suggestions for enhancements and regularly incorporates these into its monthly updates.
Reach out to our Freshworks team at Carahsoft to learn more about Freshwork’s offerings and how they can help your organization!
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally. MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved.
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