Freshworks

Name: Record-level IT service-desk telemetry across 9,442 organizations in 14 industries and 111 countries: 167M+ unique tickets with request text, category, priority, channel, assignment, escalation, workflow/scenario-automation triggers, knowledge-base and service-catalog touchpoints, resolution path and satisfaction outcome — plus gen-AI self-service interaction logs showing which requests the AI agent resolved without a human (FBR 2024 reports 53.0% deflection).
Creator: Freshworks

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Record-level IT service-desk telemetry across 9,442 organizations in 14 industries and 111 countries: 167M+ unique tickets with request text, category, priority, channel, assignment, escalation, workflow/scenario-automation triggers, knowledge-base and service-catalog touchpoints, resolution path and satisfaction outcome — plus gen-AI self-service interaction logs showing which requests the AI agent resolved without a human (FBR 2024 reports 53.0% deflection).

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Coverage

Universe, instruments and categories.

Industry: Application Software
Instruments: equities
Categories: AlternativeSentimentFundamental

Dataset card

Type: not stated
Format: Text (ticket requests, chat and knowledge-base interactions) + Tabular (ticket metadata, workflow events, KPI fields, automation triggers)
Volume: 167,000,000+ unique tickets for calendar 2023 alone, each with request text plus workflow metadata; at a few KB per ticket that is hundreds of GB of labelled text plus structured events per year, and the benchmark has run for four-plus editions
Users: 9,442 organizations contributed data to the 2023 edition alone; Freshworks reports ~155K+ paying customers across its product suite company-wide (est. — public disclosure), of which this ITSM cohort is the Freshservice slice
History: 10 years
Update frequency: not stated
Growth: Active / Mature — FBR is in its fourth edition (2024) with a 2025 edition also published; ~4,500 employees and ~$839M revenue band indicate a large, steadily growing installed base
Launched: ~2010 for Freshworks overall; Freshservice ITSM launched ~2016; the benchmark report series itself launched ~2021 (2024 = fourth edition)
Delivery: not stated
Entity mapping: not stated
Sample: not stated
Point-in-time: not stated
Licence: not stated

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