# Freshdesk privacy rating

Help desk software from Freshworks with ticketing across email, chat, phone and social channels, a knowledge base, automations and AI assistants.

## Summary

Freshdesk scores 28 out of 100 (grade F) on the customer support and live chat criteria. It meets 1 of 8 criteria: TLS configuration. It partly meets no ads or data sales, independent audit and security headers. It does not meet open source, no trackers or telemetry, transparency report and tells users about requests. It is based in the United States: Five Eyes member; subject to the US CLOUD Act. Automated tests: SSL Labs grade A+ and Mozilla HTTP Observatory grade B+.

- Website: https://www.freshworks.com/freshdesk/
- Jurisdiction: United States. Five Eyes member. Subject to the US CLOUD Act.
- Platforms: Android, iOS, Web
- Home page trackers: LinkedIn Insight, OneTrust (not scored), Optimizely
- Category: [Customer support and live chat](https://privacyratings.com/customer-support/)
- Grade: F (28/100)

## Criteria

| Criterion | Answer | Note | Evidence |
| --- | --- | --- | --- |
| Open source | No | Closed source. |  |
| No trackers or telemetry | No | The privacy notice describes cookies and pixels used for personalized ads, and sharing of hashed contact details with social media platforms. | https://www.freshworks.com/privacy/ |
| No ads or data sales | Partial | Funded by subscriptions with no ads in the product, but personal data is shared with advertising partners for targeted marketing; it states data is not sold. | https://www.freshworks.com/privacy/ |
| Independent audit | Partial | SOC 2 and ISO certifications are listed, but the audit reports are only available through the trust center. | https://www.freshworks.com/security/ |
| Transparency report | No | No transparency report or government request policy is published. |  |
| Tells users about requests | No | No published policy on notifying users about data requests. |  |
| TLS configuration | Yes | Grade A+ | https://www.ssllabs.com/ssltest/analyze.html?d=www.freshworks.com&hideResults=on |
| Security headers | Partial | Grade B+ (80/100+) | https://developer.mozilla.org/en-US/observatory/analyze?host=www.freshworks.com |
| Modern web standards | Not tested yet | Not tested yet. |  |

Source: https://privacyratings.com/customer-support/freshdesk/
Edit: https://github.com/privacyratings/privacyratings.com/edit/main/ratings/customer-support/freshdesk.md