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Security report for freshdesk.com

Freshworks Inc. · Technology · N/a

Low risk. 2 critical or high findings in GDPR outside view and SSL/TLS.

Security score

85/100

Risk levelLow

0–100, higher is better. How it is calculated

Freshworks Inc. operates Freshdesk, an advanced AI-powered customer service platform designed to unify multiple communication channels and enhance agent productivity through automation and intelligent assistance. Positioned as a leading SaaS provider in the customer service technology sector, Freshdesk serves over 73,000 businesses worldwide, offering a comprehensive suite of tools including email AI agents, conversational AI, omnichannel support, and analytics. The website demonstrates a high level of digital maturity, leveraging modern frameworks such as Next.js and React, and integrating marketing and analytics tools like Google Tag Manager and Optimizely. Privacy and cookie policies are clearly presented with consent mechanisms, reflecting good compliance practices. Security posture is strong with HTTPS enforcement and security headers, though explicit security policies and incident response contacts are not prominently disclosed. The absence of WHOIS data is notable but does not detract significantly from the overall legitimacy given the professional presentation and extensive trust signals. Strategic recommendations include enhancing transparency around security policies and incident response, and publishing vulnerability disclosure information to further strengthen trust and compliance.

Scanned

This is an earlier scan of freshdesk.com. View the latest report

NIS2 and GDPR posture

GDPR outside view
85/ 100 · Low
Checks completed
7of 7

NIS2 Art. 21(2)

  1. (a) Risk analysis and security policies: Not visible from outside
  2. (b) Incident handling: One indicator
  3. (c) Business continuity, backups and crisis management: Not visible from outside
  4. (d) Supply chain security: Not visible from outside
  5. (e) Secure acquisition, development and maintenance, including vulnerability handling: Partly checked
  6. (f) Assessing the effectiveness of security measures: Not visible from outside
  7. (g) Cyber hygiene and security training: Not visible from outside
  8. (h) Cryptography and encryption: Partly checked
  9. (i) HR security, access control and asset management: One indicator
  10. (j) Multi-factor authentication and secured communications: Not visible from outside

This scan rated NIS2 with an earlier keyword method that is no longer shown; rescan for the per-article view. Risk management, continuity, supply chain, training, MFA, management oversight (Art. 20) and incident reporting (Art. 23) need internal evidence, and Guard cannot tell whether NIS2 applies to this organisation.

GDPR is indicative only, based on publicly visible signals: Articles 7, 12, 13 and 32 of Regulation (EU) 2016/679 and Article 5(3) of the ePrivacy Directive. Not a certification or legal assessment.

Priority findings

2 findings rated critical or high. Fix these first.

  1. GDPR outside view

    These are the privacy signals visitors and data protection authorities look for under GDPR.

    • High

      No Cookie Consent Banner found

      GDPR requires explicit consent for non-essential cookies

      What to do: Implement a cookie consent banner that appears on first visit

  2. SSL/TLS

    TLS encrypts the connection and proves the site is really yours. Weak or expiring certificates trigger browser warnings and put traffic at risk.

    • High

      Weak Protocols Supported

      Server supports weak protocols: TLSv1.1

      What to do: Disable TLS 1.0, TLS 1.1, and all SSL versions

      • CWE-327
      • OWASP A04:2025
      • ASVS V12.1.1

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Keep watching freshdesk.com

This scan found 13 issues across 6 checks. Monitoring re-runs those checks daily, emails you when something material changes and records each fix, so you can show progress.

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  • TLS certificates and expiry
  • DNS records
  • SPF, DKIM and DMARC
  • Security headers
  • GDPR and NIS2 posture
  • Exposed services
  • Third-party trackers
  • Security score drift

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Results by check

Each check with its score, findings and the evidence it collected.

How this score is calculated

The security score runs 0–100, higher is better. It is the plain average of the security checks that completed in this scan, each counted equally. A check that could not run is left out: it counts neither as a pass nor as a fail.

Counted in this score

SSL/TLS
82
Security headers
65
Email security
95
DNS health
85
Network security
100
GDPR outside view
85
Average
85

Not counted

  • NIS2 outside view: Re-weights evidence from the TLS, email, DNS, network and hygiene checks, so counting it would count that evidence twice. Shown on its own.
  • OffSeq Observations: An AI reading of the site, useful context but not reproducible evidence. Shown on its own.

Findings that cap the score at 49

Each of these is serious on its own, so while any is present the site cannot rate better than high risk, however good the other checks are.

  • The certificate is not trusted by browsers
  • The website is not served over HTTPS
  • A database, remote desktop, file-sharing or Telnet service is reachable from the internet
  • The page loads a script from a compromised source
  • The domain registration has expired
  • SPF authorises every server to send mail as the domain

Partial scans

When the site blocks Guard or most checks cannot run, the score covers only the checks that ran (usually DNS and email), is capped at 75 and is shown as partial, without a risk level.

Risk levels

  • Critical0–25
  • High26–49
  • Medium50–75
  • Low76–100

Breach exposure

Leaked credentials and lookalike domains from OffSeq Breach. The counts are free; the detailed lists are paid add-ons.

Dark web exposure

Add-on

Leaked records that mention freshdesk.com, from OffSeq Breach.

Total records
364,760
Employees
31
Customers
363,730
Third parties
999
Weak passwords
19%

Latest record dated 2026-06-15 · 24,873 subdomains affected

See the 10 newest leaked credentials

A one-off add-on to this report that lists the most recent identifier and password pairs OffSeq Breach holds for freshdesk.com.

Select it in the checkout above.

Masked preview

  • –newaccount1638287573772.freshdesk.com2026-06-15
  • –maxpayne.freshdesk.com2026-05-21
  • –ssupport.freshdesk.com2026-01-13
  • –solutions.freshdesk.com2026-01-13
  • –nt2749398684883.freshdesk.com2026-01-12

Breach keeps ingesting new leaks, so these numbers can grow between scans.

Open in Breach(opens in a new tab)Monitor on Breach(opens in a new tab)

Technical appendix

Business context, site observations and technical notes gathered during the scan, and the standards behind each reference.

Business context

Business profile

Freshworks holds a strong market position as a provider of AI-driven customer service solutions, targeting businesses seeking to modernize and automate their support operations. Their SaaS business model focuses on subscription revenue streams, supported by a broad ecosystem of integrations and a large customer base. The company emphasizes innovation through Freddy AI, combining automation with human agent assistance to improve efficiency and customer satisfaction. Recognitions from G2 and TrustRadius, along with extensive customer testimonials, reinforce their credibility. The website's multilingual support and global reach indicate a strategic focus on international markets. The partnership ecosystem includes integrations with widely used business applications, enhancing Freshdesk's value proposition. Overall, Freshworks demonstrates a well-structured approach to growth and customer engagement in the competitive customer service technology landscape.

Security posture

The website exhibits a mature security posture with HTTPS enforced and multiple security headers implemented, reducing common web vulnerabilities. No exposed sensitive data or vulnerable libraries were detected in the HTML content. However, the lack of publicly available security policies, incident response contacts, or vulnerability disclosure mechanisms represents a gap in transparency and readiness communication. The use of third-party scripts such as Google Tag Manager and Optimizely necessitates ongoing monitoring for potential supply chain risks. Privacy compliance is well addressed with clear privacy and cookie policies and consent management. To elevate security maturity, Freshworks should consider publishing detailed security policies, incident response procedures, and a security.txt file to facilitate responsible vulnerability reporting and enhance stakeholder trust.

Recommendations

  1. Publish a dedicated security policy page detailing security controls and practices.
  2. Provide clear incident response contact information, including security-specific email addresses.
  3. Implement and publish a vulnerability disclosure program or security.txt file.
  4. Regularly audit and update third-party scripts to mitigate supply chain risks.
  5. Enhance visibility of data protection officer contact details to support GDPR compliance.
Site observations

Automated reading of the public site. Ratings are indicative.

Business

Company
Freshworks Inc.
Description
Freshdesk is an AI-powered customer service solution that’s easy to set up, simple to use, and built to boost agent productivity and deliver seamless customer experiences.
Key services
AI-powered customer service platform, Email AI agents, Conversational AI agents, Omnichannel support, Advanced workflows, Analytics and insights, Integrations with business apps
Content quality
excellent
Branding
consistent

Technology

Stack
React (Next.js), Material UI, Google Tag Manager, Wistia video embeds, OneTrust cookie consent, Optimizely
Frameworks
Next.js, React
Performance
moderate
Mobile
excellent
Accessibility
good
SEO
good

Security

Observed score
90/100
Good practices seen
  • HTTPS enforced
  • Use of security headers
  • No exposed sensitive data in HTML
  • Secure forms with proper labeling

Analytics and tracking

Services
Google Tag Manager, Optimizely
Tracking level
moderate
Privacy practices
good

Advertising

Ad networks
LinkedIn Ads
Tracking pixels
LinkedIn Insight Tag, Optimizely
Marketing tools
Optimizely, OneTrust
Transparency
good

Site quality

Design
excellent
User experience
excellent
Content relevance
excellent
Navigation
excellent
Professionalism
excellent
Trustworthiness
high

Key observations

  1. Website is fully accessible with rich content and multimedia
  2. Strong focus on AI-powered customer service solutions
  3. Multiple language support and internationalization
  4. Use of modern web technologies and frameworks
  5. Good privacy and cookie policy presence with consent mechanisms
  6. No direct contact emails or phone numbers found on main page
  7. No explicit security or incident response contact information visible
  8. WHOIS data unavailable, which is unusual but not uncommon for large SaaS providers
Technical notes

Notes

Freshworks employs a modern technical infrastructure based on React and Next.js frameworks, ensuring a responsive and performant user experience. The site integrates advanced multimedia content such as Wistia-hosted videos and uses Material UI for consistent design. Analytics and marketing tools like Google Tag Manager, Optimizely, and OneTrust are integrated for data-driven optimization and compliance. The website demonstrates good mobile optimization and accessibility features, contributing to a positive user experience. Performance is moderate, with potential for further optimization in media loading and script management. The absence of a detected CMS suggests a custom or headless architecture, which aligns with modern SaaS platform practices. Overall, the technical implementation supports Freshworks' business goals effectively while maintaining scalability and user engagement.
Standards and sources

Reference chips under each finding point to the standard, regulation or specification the finding relates to. They are taken from the official datasets below and mapped conservatively: a finding with no defensible link shows none. NIS2 and GDPR references mark where a finding is relevant evidence, not a compliance verdict. Implementing Regulation (EU) 2024/2690 binds digital infrastructure and digital service providers; for other entities it is the most detailed public reading of the Article 21 measures. WCAG, EN 301 549, European Accessibility Act and Web Accessibility Directive references name the requirement an automated accessibility rule relates to; they are not a conformance verdict.

Retrieved 2026-10-25

Earlier scans of this domain

  1. 87/100Low21 findingsView report
  2. 87/100 +5Low21 findingsView report
  3. 82/100Low19 findingsView report
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