8%
arrow_upward0% YoY
#5
Summary
- Freshworks ranks #5 within the AI Support Bots category, maintaining its position month-over-month.
- As of June 2026, 8% of organizations who have a vendor in the AI Support Bots category use Freshworks: up < 1 percentage points from last year.
- Freshworks has the highest adoption among enterprise companies (18%), compared to mid-market (11%), small-to-medium businesses (6%), and micro-SMB (4%).
- Freshworks key capabilities include AI-powered chatbots, omnichannel support automation, and intelligent ticket routing, supporting scalable customer service operations.
Are businesses buying Freshworks?
Key stats
8%
arrow_upward0% YoY
Mid-Market, 50%
7%
6%
#6
#4
Adoption Rates by company size
| Company size | Adoption rate |
|---|---|
| SMB | 6% |
| Mid-market | 11% |
| Enterprise | 18% |
About Freshworks
Freshworks offers Freddy AI, an AI-powered assistant integrated into Freshdesk that automates customer support with intelligent chatbots, ticket routing, and agent assistance tools.
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Have feedback?About this data
These insights come from Ramp’s procurement and renewal data, built on real-world transactions observed across our platform. Figures represent aggregated observations from Ramp Procurement and Renewals activity.
| Date | New adopter share | Competitor switch rate | Dominant FTE segment | Adoption rate (Enterprise) | Adoption rate (Mid-Market) | Adoption rate (SMB) |
|---|---|---|---|---|---|---|
| May 2026 | 7% | 6% | Mid-Market, 50% | 18% | 11% | 6% |
| Apr 2026 | 10% | 6% | Mid-Market, 49% | 19% | 12% | 6% |
| Mar 2026 | 6% | 6% | Mid-Market, 49% | 19% | 11% | 6% |
| Feb 2026 | 7% | 7% | Mid-Market, 48% | 19% | 12% | 5% |
| Jan 2026 | 3% | 9% | Mid-Market, 48% | 21% | 12% | 6% |
| Dec 2025 | 14% | 9% | Mid-Market, 50% | 23% | 12% | 6% |
| Nov 2025 | 9% | 10% | Enterprise, 47% | 21% | 12% | 5% |
| Oct 2025 | 7% | 11% | Enterprise, 49% | 24% | 11% | 6% |
| Sep 2025 | 7% | 11% | Enterprise, 50% | 26% | 11% | 6% |
| Aug 2025 | 5% | 10% | Mid-Market, 46% | 26% | 11% | 5% |
| Jul 2025 | 3% | 10% | Mid-Market, 46% | 22% | 11% | 6% |
| Jun 2025 | 12% | 12% | Mid-Market, 56% | 25% | 12% | 6% |
| May 2025 | 6% | 10% | Mid-Market, 56% | 18% | 12% | 5% |
| Apr 2025 | 8% | 10% | Mid-Market, 54% | 18% | 12% | 5% |
| Mar 2025 | 9% | 6% | Mid-Market, 52% | 18% | 11% | 5% |
| Feb 2025 | 7% | 7% | Mid-Market, 60% | 18% | 11% | 5% |
| Jan 2025 | 2% | 7% | Mid-Market, 59% | 11% | 11% | 5% |
| Dec 2024 | 15% | — | Mid-Market, 54% | 12% | 11% | 5% |
| Nov 2024 | 2% | — | Mid-Market, 55% | 12% | 10% | 5% |
| Oct 2024 | 15% | — | Mid-Market, 53% | 11% | 10% | 5% |
| Sep 2024 | 11% | — | Mid-Market, 51% | 11% | 10% | 5% |
| Aug 2024 | 8% | — | Mid-Market, 49% | 11% | 9% | 5% |
| Jul 2024 | 8% | — | Mid-Market, 47% | 12% | 9% | 5% |
| Jun 2024 | 9% | — | Enterprise, 46% | 12% | 9% | 5% |
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