What Freshdesk's terms say about your data

Who owns the data the customer puts in?

The customer · covers all customer data (tickets, contacts, knowledge base, attachments)

1. Headline Every plan covers all customer data (tickets, contacts, knowledge base, attachments)

   The customer

   As between the parties, Customer retains all right, title, and interest (including any and all intellectual property rights) in and to its Customer Data and any modifications made thereto in the course of the operation of the Freshworks Technology.

   Freshworks Terms of Service (customer agreement for all Freshworks products) (terms), read 2026-10-23 · link to this fact

   Terms 3(a), Use of Customer Data. Same section grants Freshworks a non-exclusive license "to process the Customer Data solely to the extent necessary to provide, maintain, and improve the Freshworks Technology". Section 4(a) adds: "Freshworks obtains no rights in the foregoing, except for the express rights granted in this Agreement." One agreement covers every Freshworks product and plan.

2. Supporting Every plan covers customer data and Freddy AI output, including data used for AI training

   The customer

   Customer retains ownership of all Customer Data and AI Output, including that which is used for purposes of AI Training.

   Freshworks Supplemental Terms (incl. AI Services and AI Training terms) (terms), read 2026-10-23 · link to this fact

   Supplemental Terms, AI Services 4(c). Same paragraph: "Freshworks retains all ownership in and to all Usage Data, Service performance data, machine learning algorithms, and aggregated results of any AI Training."

Does the vendor train AI on it?

Opt-out: on unless the customer turns it off^* · covers Freshworks-hosted generative models behind Freddy AI (fine-tuned open-source and proprietary models); customer data and AI output used by Freddy AI (Freshworks' own Custom and Collaborative models)

1. Headline Every plan covers customer data and AI output used by Freddy AI (Freshworks' own Custom and Collaborative models)

   Other models: opt-out

   By using the AI Services, unless Customer opts-out as further set forth below and in the Documentation Customer grants Freshworks a royalty-free license to use its Customer Data and AI Output for AI Training and expressly consents to such AI Training.

   Freshworks Supplemental Terms (incl. AI Services and AI Training terms) (terms), read 2026-10-23 · link to this fact

   Supplemental Terms, AI Services 4(c). Training is on by default for any customer using AI Services. Opt-out is by email to support@freshworks.com, not an admin switch: one request for Collaborative Models (trained on many customers' data), another for all AI Training (also Custom Models). Freshworks stops within seven business days of notice, and the training license "shall expire 180 days after Customer either terminates the AI Services or Opts-Out of AI Training". Turning AI Services off entirely is an admin-console toggle. The terms also say "Freshworks cannot provide assurances that information the Customer determines is proprietary, sensitive, or personal data will not be used for AI Training."

2. Headline Every plan covers Freshworks-hosted generative models behind Freddy AI (fine-tuned open-source and proprietary models)

   Generative: opt-out^*

   It uses a mix of proprietary models, fine-tuned open-source models, and commercial LLMs.

   Freshworks AI platform page (Freddy AI FAQ: models used) (ai policy), read 2026-10-23 · link to this fact

   Our reading. The Supplemental Terms' default training consent (4(c)) covers "AI models" without limiting it to non-generative ones, and its only carve-out is third-party hosted generative models (see detail fact). Freddy AI runs fine-tuned open-source and proprietary models that Freshworks hosts, so those fall under the default consent and the support-email opt-out. No document says in words that Freshworks' own generative models are trained on customer data.

3. Detail Every plan covers third-party hosted generative models (e.g. Microsoft Azure OpenAI)

   Generative: no

   Freshworks will not use or permit Customer Data to train third party hosted generative AI models, including Microsoft Azure Open AI.

   Freshworks Supplemental Terms (incl. AI Services and AI Training terms) (terms), read 2026-10-23 · link to this fact

   Supplemental Terms, AI Services 4(c). 4(b) also requires Freshworks' contracts with third-party AI model providers to carry at least the same confidentiality and privacy protections.

4. Supporting Every plan covers Freddy AI features in Freshdesk

   Other models: opt-out

   Empowers customers to opt out of AI-related model training and disable specific AI features.

   Overview of Freddy AI for ticketing (incl. Freddy AI Trust) (ai policy), read 2026-10-23 · link to this fact

   Freddy AI Trust, Controls pillar, in the Freshdesk help center. It does not say how; the Supplemental Terms route training opt-outs through support@freshworks.com.

5. Detail Every plan covers personal data in the services (Privacy Notice purposes)

   Other models: opt-out^*

   It is also in our legitimate interests to process Personal Data in this way in order to perform analytics, train our algorithms, improve, enhance, develop, support and operate the Services and its availability, compile statistical reports and record insights into usage patterns, develop new products and services using machine learning technologies and more generally to better serve our Customers and be able to provide customized content and features.

   Freshworks Privacy Notice (privacy policy), read 2026-10-23 · link to this fact

   Privacy Notice, Services purpose. Scored opt_out because the same notice says: "Customers may opt-out of analytics by writing to dpo@freshworks.com." Whether that opt-out also stops algorithm training is our reading, not stated.

Does the vendor keep a right to use it aggregated, de-identified or as usage data?

Reserved · covers usage data: any data gathered in or derived from use of the services

1. Headline Every plan covers usage data: any data gathered in or derived from use of the services

   Reserved

   to the extent the Usage Data is aggregated and anonymized such that it no longer directly identifies Customer or its Users.

   Freshworks Terms of Service (customer agreement for all Freshworks products) (terms), read 2026-10-23 · link to this fact

   Terms 4(b). Freshworks may use Usage Data, defined as "any data gathered in or derived from the use of the Services", to develop, improve, support and operate its products, and may share it with third parties once aggregated and anonymized (the quoted clause). 4(a): Freshworks retains all rights in Usage Data. The definition is broad and does not exclude data derived from ticket content.

2. Supporting Every plan covers results of AI training on customer data

   Reserved

   For avoidance of doubt, Freshworks retains all ownership in and to all Usage Data, Service performance data, machine learning algorithms, and aggregated results of any AI Training.

   Freshworks Supplemental Terms (incl. AI Services and AI Training terms) (terms), read 2026-10-23 · link to this fact

   Supplemental Terms, AI Services 4(c). 4(b): "Customer expressly consents to the de-identification of its Customer Data as related to AI Services."

What can the customer export, and who can run it?

Everything by the owner through an admin screen or a self-serve screen^* · covers whole account: tickets with full conversations (incl. archived), solutions, forums and customer list

1. Headline Every plan covers whole account: tickets with full conversations (incl. archived), solutions, forums and customer list

   Everything by the owner through an admin screen or a self-serve screen^*

   This allows you to get the entire data in your account which includes your tickets, solutions, forums and the list of customers in the form of XML.

   How do I export the data in my account? (help article), read 2026-10-23 · link to this fact

   Admin > Account > Account Details > Export data. The article carries the Free, Growth, Pro and Enterprise plan badges (and Freshdesk Omni Growth, Pro, Enterprise), so no plan split. Who=owner is our reading: "an Account Administrator is one who would be able to access the accounts tab", the role that also handles billing and cancellation. The file is emailed to the Account Administrator ("The data will be exported to the account administrator's email in XML format"). Whether attachments are included is not stated. The cancellation article warns "the export can take up to 10 business days."

2. Detail Every plan covers ticket fields chosen from a ticket view (no full conversation, no archived tickets)

   Part of it by an admin through an admin screen or a self-serve screen

   This export will NOT give you the entire conversation from the ticket or historical data (archived tickets) - for that, you will have to perform an account export

   How do I export my tickets from Freshdesk? (help article), read 2026-10-23 · link to this fact

   Admins and Supervisors can export tickets, contacts and companies as CSV or Excel. Archived tickets have their own export from the Archive view (Ticket Archiving article), one export at a time.

3. Supporting Every plan covers whole account incl. ticket content

   Everything by the owner through an admin screen or a self-serve screen

   The Account Admin can export all the data within your account (including tickets, solution articles, etc.) from the Admin section: Navigate to Admin > Account > Account Details.

   How can I export tickets including the content of the ticket? (help article), read 2026-10-23 · link to this fact

   Next lines: "The data will be exported to the account administrator's email in XML format. You can then convert the XML data into your preferred format." The helpdesk-export article adds that past exports show under Admin > Accounts exports.

4. Supporting Every plan covers all customer data during the subscription

   Everything by any member through a self-serve screen

   Customer may download or delete its Customer Data at any time during the Subscription Term.

   Freshworks Terms of Service (customer agreement for all Freshworks products) (terms), read 2026-10-23 · link to this fact

   Terms 6(g), Data Export and Retention. The DPA 5(j) says the same: "Customer may export all Customer Data prior to the termination of Customer's Account."

How much history does the plan keep?

All of it · covers tickets and other account data while the account is active

1. Headline Every plan covers tickets and other account data while the account is active

   All of it

   Data is retained as long as the customer is active and using our products.

   Data storage and data security in Freshdesk (incl. Data Retention Policy) (help article), read 2026-10-23 · link to this fact

   Help article section "What is Freshdesk's Data Retention Policy". No plan sets a history limit. Closed tickets inactive for 120 days are archived, still readable and exportable (see detail). Deletes by users are immediate; daily backups are "retained for the last seven days".

2. Detail Every plan covers closed tickets inactive for 120 days (archived, read-only)

   All of it

   Archived tickets remain accessible to agents and customers as read-only records.

   Ticket Archiving (help article), read 2026-10-23 · link to this fact

   Archiving starts after "A closed ticket is archived after it remains inactive for 120 consecutive days." Archived tickets leave default search and automations but stay in reports and can be exported from the Archive view or deleted forever by hand.

3. Detail Every plan covers tickets deleted through the API or bulk delete (Trash)

   30 days, older data deleted

   This API moves tickets to Trash, and Freshdesk will permanently delete the tickets after 30 days.

   How to delete old tickets in a given period of time? (help article), read 2026-10-23 · link to this fact

   Freshdesk has no plan-level auto-delete; the article points to the Delete ticket API or bulk delete for customer-set retention.

How long is data kept after the account ends, and can it still be exported?

14 days to export · covers all customer data after the account closes

1. Headline Every plan covers all customer data after the account closes

   14 days to export

   Freshworks will make Customer Data available for export for fourteen (14) days from the effective date of the closure of Customer’s Account

   Freshworks Terms of Service (customer agreement for all Freshworks products) (terms), read 2026-10-23 · link to this fact

   Terms 6(g). Access ends at termination, so in that window the export goes through support: "Customer may contact Freshworks within the Data Export Period at support@freshworks.com to have Freshworks export Customer's Customer Data", provided payments are current. Free trials are different: data is permanently deleted at trial end unless exported first (6(f)).

2. Supporting Every plan covers customer data after the 14-day export period

   Kept 104 days, no export^*

   Beyond such Data Export Period, Freshworks reserves the right to retain Customer data for up to three (3) months before deleting all Customer Data in the normal course of operation, except as necessary to comply with Freshworks legal obligations, maintain accurate financial and other records, resolve disputes, and enforce its agreements.

   Freshworks Terms of Service (customer agreement for all Freshworks products) (terms), read 2026-10-23 · link to this fact

   days=104 is our sum: 14-day export period plus up to three months (about 90 days). Next sentence: "Customer Data cannot be recovered once it is deleted." Supplemental Terms 2: to delete before the export period ends, contact support@freshworks.com.

3. Detail Every plan covers account and account data after a cancellation request

   Kept 14 days, no export

   Once we receive your cancellation request, Freshdesk permanently deletes your account and account data 14 days after your subscription end date.

   How do I delete or cancel my account? (help article), read 2026-10-23 · link to this fact

   Reactivation is possible by writing to support@freshdesk.com within 14 days. The older cancellation article says "You will have 24 hours before your account gets suspended" and 14 days before permanent deletion. Both say to export first; neither mentions export after cancellation, unlike the Terms.

4. Detail Every plan covers all account data after termination

   Kept 90 days; export not stated

   Upon Account Termination, all account data will be deleted after 90 days from the date of termination.

   Data storage and data security in Freshdesk (incl. Data Retention Policy) (help article), read 2026-10-23 · link to this fact

   Disagrees with the cancellation help article (14 days) and the Terms (14-day export period, then up to three more months). The Terms govern. export_window not_stated: this article says nothing about export after termination.

What the read couldn't settle

• Plans grouped: each tier covers Freshdesk and Freshdesk Omni of the same name (Growth, Pro, Enterprise). Free is listed under 'Current plans' in every help-article plan badge but is not on the Freshdesk or Omni pricing pages on 2026-10-23; recheck whether new sign-ups can still pick it. Legacy plans (Sprout, Blossom, Garden, Estate, Forest) left out.
• One Freshworks Terms of Service, Supplemental Terms and DPA cover every plan, so ownership, AI training, aggregated use and after-cancel answers carry no plan split.
• AI training: generative opt_out is a reading (Freshworks-hosted fine-tuned open-source and proprietary models fall under the default consent; only third-party hosted generative models are excluded). The training opt-out is an email to support@freshworks.com, not an admin toggle; no Freshworks AI trust page with more detail was found (freshworks.com/freddy-ai/trust/ returns 404).
• After cancellation, three sources disagree: Terms 6(g) (14-day export period via support, then up to three months before deletion), the cancellation help article (deleted 14 days after subscription end) and the data storage article (deleted 90 days after termination). Headline follows the Terms.
• Whether the XML account export includes attachments, and whether the Free plan's account export matches paid plans in practice, is not stated; only the plan badges say the article applies to Free.
• Help-article versions are the 'Modified on' date shown on the page; the account export article was last modified 2021-11-12. Legal page versions are their stated effective dates.

Documents

17 of 17 read. Each fact above names the one it comes from.

1. Freshworks Terms of Service (customer agreement for all Freshworks products) Terms · version 2026-04-01 · read 2026-10-23
2. Freshworks Supplemental Terms (incl. AI Services and AI Training terms) Terms · version 2026-03-06 · read 2026-10-23
3. Freshworks Data Processing Addendum Data processing addendum · version 2026-03-10 · read 2026-10-23
4. Freshworks Privacy Notice Privacy policy · version 2026-03-01 · read 2026-10-23
5. Freshworks AI platform page (Freddy AI FAQ: models used) AI policy · read 2026-10-23
6. Overview of Freddy AI for ticketing (incl. Freddy AI Trust) AI policy · version 2026-06-17 · read 2026-10-23
7. How do I export the data in my account? Help article · version 2021-11-12 · read 2026-10-23
8. How do I export my helpdesk data? Help article · version 2023-03-09 · read 2026-10-23
9. How do I export my tickets from Freshdesk? Help article · version 2026-02-16 · read 2026-10-23
10. How can I export tickets including the content of the ticket? Help article · version 2024-05-22 · read 2026-10-23
11. Ticket Archiving Help article · version 2026-07-15 · read 2026-10-23
12. How to delete old tickets in a given period of time? Help article · version 2023-05-22 · read 2026-10-23
13. Data storage and data security in Freshdesk (incl. Data Retention Policy) Help article · version 2026-09-29 · read 2026-10-23
14. How do I delete or cancel my account? Help article · version 2025-04-04 · read 2026-10-23
15. How to cancel my Freshdesk Account? Help article · version 2024-10-17 · read 2026-10-23
16. Freshdesk pricing and plans Plans page · read 2026-10-23
17. Freshdesk Omni pricing and plans Plans page · read 2026-10-23