Freshworks stores and processes customer data, where data refers to all electronic data, messages or other materials submitted to Freshworks by the customer through the customer’s account in connection with the customer’s use of Freshworks service(s). This data is processed in compliance with applicable laws and regulations for the purpose of providing services in the Freshworks product suite. As a data processor, Freshworks performs operations or a set of operations on this data in relation to services offered.

‘Data hosted’ means data stored for delivery of services we provide as a data processor, and includes data stored for backup. ‘Data’ stated hereby is with reference to definitions specified in the table below:

DATA DEFINITION
Ticket data Information like custom fields, source, tags, attachments, activities in a ticket
Requestor data Any data on requester's email, id, mobile, name, and phone
Agent/User data Includes agent details like name, email, contact, location, group information,and user data like name, company information and custom field data
Call recording Agent/User detail, company information, contact data and location, Call conversation
Conversations Agent/User detail, company information, contact data and location, messages
Social content User information like name, email, location and company information
Application integration data Information related to the relationship, or linking of one data set to another, with one data set typically residing outside Freshworks
Knowledge base content Details pertaining to the article topic - category, company information and access
Forum data Data related to agent/user detail like name, activity and company information; message thread data
Report data Company and agent information, and ticket details

Data Hosting

Data is hosted with data centers qualified by global IT standards and regulations. Freshworks provides multiple locations to host data (upon purchase of Data Hosting Options). The below table summarizes various data hosting locations available with Freshworks.

For customers hosted in the EU with a custom mailbox, data remains in the EU by default. However, if customers choose to use services like 3rd party integrations and apps, custom apps then data is expected to leave the EU.

The below table summarizes various data hosting locations available with Freshworks.

PRODUCT
DATA
HOSTING DETAILS
Freshdesk

Ticket data, requestor/contact data, social data, application integration data,knowledge base data, forum data, report data

Available in US, EU, IND, AU and MEA

Chat messages

Available in US, EU, IND, AU and MEA

Freshservice

Ticket data, Service Request data, requestor/contact data, application integration data,knowledge base data

Available in US, EU, IND, AU and MEA

Problem, change & release information, asset data; contract details, project information and announcements

Freshsales

Lead data, contact data, account data, deal data, file data, application integration data, sales activity (appointment, task, call log, notes, custom sales activities) data, events data, report data

Available in US, EU, IND, AU, MEA

E-mail messages

Freshcaller

Call data, contact data, agent data

Available in US, EU, IND, AU and MEA

Call recording*

Freshchat

Conversations, social data, application integration data, knowledge base data, report data, agent/user data

Available in US, EU, IND, AU and MEA

Chat Messages

Freshteam

 

Employee details, candidate details, report data, Social data

 

Available in US and EU

Freshmarketer

 

 

Website visitor data (browser, OS, location), website visitor activity data (clicks, scrolls), events data and report data, Contacts data, Emails related events data

 

Available in US, EU, IND, AU and MEA

Freshrelease

User data, projects data, tasks data, test cases, test runs, releases data, reports data, attachments data, application integration data.

Available in US, EU, IND and AU

Freshping

User Data, Websites or URL end-points monitored data, Endpoints monitored data, Incident/ downtime data, Reports data, Alerts email data, Status page data, Badge data, application integration & notification data.

Available in US only

Freshstatus

User Data, Service endpoints data, Service endpoints availability data, Incidents/ Scheduled Maintenance data, Notification email data, Reports data, Status page subscribers data, application integration data.

Available in US only

Freshsuccess

Customer activity, support tickets, communications, billing information, emails, meetings, chats, documents, survey responses, contact details, and any other data explicitly sent via API to Freshsuccess

Available in US and EU

Freshworks CRM

Contact data, account data, deal data, file data, application integration data, sales activity (appointment, task, call log, notes, custom sales activities) data, events data, report data, Website visitor data (browser, OS, location), website visitor activity data (clicks, scrolls), events data and report data, Contacts data, Emails related events data, E-mail message.

Available in US, EU, IND, AU ,MEA

Call recording*: Call data, contact data, agent data, Conversations, social data, application integration data, knowledge base data, report data, agent/user data.

Freshsurvey

Collects survey questionnaire information, contact data, any optional transactional information sent by the customer to trigger or render the survey, workflow configuration or integration data, email trigger messages, email-related events data, and report data.

Available in US only

*Call recording for Freshdesk, Freshsales, Freshcaller & Freshworks CRM is generated in the US, temporarily held for 10 mins and then routed to the initial hosting region.


Backup and logs

Freshworks maintains a robust backup plan where data is distributed and stored in secure locations in the respective region. Logs are stored for a period of 1 year in the respective region of hosting, for all above products. Additionally, Freshdesk & Freshservice logs for US & India data centers are stored in the EU for 30 days and then deleted soon after.

Freshworks Cross-Product Authentication

Freshworks’ SSO platform provides users with identity and access management capability across all Freshworks products. User authentication and profile data is collected and processed within Amazon Web Services(AWS) and Google Cloud Platform(GCP) environments. These services comply with recommended global security standards, and have necessary measures instituted for protection of data.

Data Migration

Freshworks provides data migration options for both Freshdesk and Freshservice customers. As a security measure, while moving services from other vendors to Freshdesk, Freshworks ensures service data is contained within the AWS environment of the product. The AWS environment is subject to required global security standards, and the migration process is executed on the Freshdesk Migration Platform in AWS.

Integration Data

Freshworks Marketplace for Freshdesk and Freshservice showcases collections of applications for integration and productivity with 3rd party systems. Our recent addition of Freshsales integration enables easy view of customer information without moving out of Freshdesk. API requests made by integrations may be processed outside the EU.

For more information on data processed by Freshworks, access Freshworks’ Terms of Service, Privacy Notice and Sub-processors List.

Region definition:

US = United States of America

EU = European Union

IND = Republic of India

AUS = Commonwealth of Australia

MEA = Middle East and Africa