Chennai, India – August 04, 2026: Freshworks Inc. (NASDAQ: FRSH), the AI-powered, unified service operations platform, announced that it has been named a Leader in the 2026 Gartner Magic Quadrant for IT Service Management Platforms.
Gartner last published a Magic Quadrant for ITSM several years ago, a signal that the market had settled into a familiar set of features. Since then, the category has evolved: AI has reset what employees expect from service, infrastructure has become harder to see and govern, and service management is no longer just about managing tickets—it now requires deep infrastructure and asset context to drive reliable outcomes
“That’s why the return of the Gartner® Magic Quadrant™ for IT Service Management Platforms matters, and why we’re proud to be named a Leader,” said Dennis Woodside, CEO of Freshworks. “This recognition reflects our commitment to building Freshservice into an AI-powered, unified service operations platform for agile enterprises—organisations that need depth, governance, and scale without the operational drag of legacy platforms.”
Companies like New Balance, Amerisure, and the McLaren Mastercard Formula 1 Team already trust Freshservice to run that way. Freshworks’ customer base experiences a CSAT of 97.8% and an average first contact resolution of 75%. Freshworks’ domain-specific AI increases agent productivity by 40% while deflecting more than 65% of employee queries (Freshservice Benchmark Report, 2025).
