Gartner recognizes Freshworks in the 2019 Gartner Magic Quadrant for ITSM tools. Gartner's Magic Quadrants are based on rigorous analysis and backed up by highly structured methodologies, where vendors are evaluated on completeness of vision and ability to execute. 

We believe this recognition affirms our product philosophy of delivering enterprise software that is built to deliver both powerful capabilities and beautiful user experiences. Freshworks has innovated on AI-powered offerings to help engage end-users and improve agent productivity and scaled our marketplace ecosystem to over 250 apps and a growing community for developers, customers and partners. We have broadened mid-market and enterprise business footprint, onboarding customers like Elsevier, PPS Insurance, NHS and UK Cabinet office.

About The Report

The 2019 Gartner Magic Quadrant report for ITSM tools examines and evaluates the global market for IT Service Management tools. The report covers a market overview of the ITSM industry, vendor strengths and cautions, important ITSM capabilities and other important factors that will help you make decisions with complete information. 

We believe, the Gartner report specifically answers the following questions: 

  • How Gartner views the current ITSM ecosystem?

  • How equipped are current vendors in addressing the evolving needs of today’s ITSM?

  • What are the key considerations for businesses looking to implement ITSM technologies?

  • How Gartner analysts evaluate and position Freshworks, other technologies and service providers?                       

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 warranty 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, and is used herein with permission. All rights reserved.

Gartner, Magic Quadrant for IT Service Management Tools, 29 August 2019, Rich Doheny, Chris Matchett, Siddharth Shetty

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