A deep dive into Freshdesk security and SOC 2 compliance for 2026
Kenneth Pangan
Katelin Teen
Last edited January 16, 2026
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Choosing a helpdesk is a big deal. You're not just picking a new tool for your team; you're picking a home for your customer data. Freshdesk is a popular name in the customer support world, but when you get down to the nitty-gritty, how does its security hold up? And does it meet tough standards like SOC 2?
If you're serious about protecting customer data (and let's be honest, who isn't?), this isn't just about checking a box on a compliance sheet. It's about building trust. In this guide, we'll walk through Freshdesk's security setup, clear up the question of its SOC 2 status, and talk about how to build a support system that’s not just compliant, but genuinely secure.
We'll cover the platform itself, but we'll also dig into how data is managed inside the platform, which has become a much bigger conversation with the rise of AI.
What is Freshdesk?
Freshdesk is a cloud-based customer service tool that helps businesses wrangle all their customer conversations. Think of it as the central command center for all your support channels, whether it's email, phone calls, social media messages, or live chat.
At its core, it turns every customer question into a ticket. This lets your support team track, manage, and solve issues from one shared inbox. It’s packed with features for ticketing, automation, and reporting that aim to make the whole support process a lot smoother. While it's a solid tool by itself, it gets even better when you connect it with other systems, which is easy to do with something like the eesel AI Freshdesk integration.
What is SOC 2 and why does it matter for Freshdesk security?
You’ve probably seen "SOC 2 compliant" on a lot of websites, but what does that label actually mean? Simply put, SOC 2 is an auditing standard that proves a service provider manages its data securely. It was created by the American Institute of CPAs (AICPA), and it's a pretty big benchmark for SaaS companies.
The audit looks at five main principles, called the Trust Services Criteria:
- Security (the mandatory one): Is the system protected against unauthorized access?
- Availability: Is the system up and running when you need it to be?
- Processing Integrity: Does the system do what it says it will do, accurately and on time?
- Confidentiality: Is information that's marked as confidential kept that way?
- Privacy: How is personal information handled, from collection to deletion?
There are two flavors of SOC 2 reports. A Type I report is like a snapshot, confirming that a company has the right security controls in place at a single moment in time. A Type II report is the one you really want to see. It tests those controls over several months (usually six to twelve) to prove they actually work day in and day out. For any business that's serious about security, a Type II report is the real proof. It's the difference between having a fire escape plan and actually running fire drills.
When a vendor is SOC 2 compliant, it means you can spend less time filling out security forms and feel more confident that you're working with a partner who takes data protection as seriously as you do. For identity management, Freshdesk also supports Single Sign-On (SSO) integration.
An overview of Freshdesk's security features
Freshdesk, being part of the larger Freshworks ecosystem, has put a lot of effort into building a secure platform. Let's break down the main parts of their security.
How Freshdesk protects infrastructure and your data
Freshdesk is built on a pretty solid foundation designed to keep your data locked down.
- Hosting: The platform runs on Amazon Web Services (AWS), which is known for its top-tier security. It uses dedicated Virtual Private Clouds (VPCs) to create isolated networks, basically putting a digital fence around the application so unwanted traffic can't get in.
- Encryption: Your data is encrypted whether it's just sitting there or being sent across the internet. Freshdesk uses AES-256 bit encryption for data at rest (on the server) and TLS 1.2 for data in transit (moving online). These are the industry-standard methods for keeping information safe.
- Data Segregation: Freshdesk has a multi-tenant setup, which means different customers share the same infrastructure. To keep everyone's information separate, they use a unique tenant ID to logically wall off each customer's data. This setup ensures you can't accidentally stumble into someone else's account information.
Access and application security in Freshdesk
On top of the core infrastructure, Freshdesk gives you tools to manage who can get into your helpdesk and what they’re allowed to do once they're inside.
- Access Controls: You can set up role-based access, which lets you give agents permissions that match their job duties. It also supports two-factor authentication (2FA) and lets you whitelist specific IP addresses, adding a couple more locks on the door to prevent unauthorized logins.
- Secure Development: The team at Freshworks follows a secure development process. This involves regular code reviews, vulnerability scans, and hiring outside experts for penetration testing to find and patch security holes before they become a problem.
- Logging: Freshdesk keeps audit logs that track important actions, like when a setting is changed or what an agent has been doing. This leaves a digital paper trail that helps you spot any unusual activity and makes troubleshooting easier.
Is Freshdesk security SOC 2 compliant?
Yes, it is. Freshworks, the parent company of Freshdesk, goes through annual third-party audits and holds a SOC 2 Type II report that specifically covers the Freshdesk service. This is a strong sign that their security isn't just for show, it's consistently effective.
Beyond its Freshdesk security SOC 2 certification, Freshworks also holds several other important compliance credentials, showing a wider commitment to security and privacy:
- ISO 27001 / ISO 27701 (Global standards for information security and privacy)
- PCI DSS (For protecting credit card information)
- GDPR & CCPA (Compliance with major European and Californian data privacy laws)
If you want to dig into the details, you can ask for these reports through the Freshworks Trust Center.
Managing specialized data handling and AI within Freshdesk
Even with a secure and compliant platform like Freshdesk, teams often look for ways to customize their security posture further. The platform’s security is excellent at protecting your core infrastructure, and the ecosystem offers many ways to enhance data handling - especially once you start bringing AI and other tools into the mix.
Sensitive data: A challenge for Freshdesk security
Your support tickets are full of useful customer information, and managing that data carefully is key to maintaining trust. Things like personally identifiable information (PII) or confidential details can often end up in support conversations.
While Freshdesk provides a highly secure foundation, many organizations choose to implement additional Data Loss Prevention (DLP) strategies to scan and manage sensitive data automatically. This allows you to build a custom security layer on top of Freshdesk that fits your specific compliance needs, ensuring that sensitive information is handled exactly how you want it.
Why you need a secure AI layer for Freshdesk
AI can make your support team way more efficient, and choosing a secure AI partner ensures that efficiency comes with peace of mind. While Freshdesk has built an impressive ecosystem, many teams find value in adding specialized tools that offer even more granular control over data privacy.
This is where a dedicated, secure AI platform comes in handy. You can add a tool like eesel AI as a complementary layer on top of Freshdesk. eesel AI works like a secure brain that connects to your helpdesk and other knowledge sources while fitting perfectly into your existing workflows.
Here’s what a security-first AI approach looks like:
- Your data is always your data: This is a core priority. With eesel AI, your data is never used to train general AI models. It's kept separate and is only used to power the AI for your company.
- Built on certified tech: eesel AI uses SOC 2 Type II-certified services like OpenAI and Pinecone, providing you with enterprise-level security that complements Freshdesk's own standards.
- You're in control of the knowledge: You get to decide exactly which documents and data sources the AI can access, ensuring sensitive files are kept private.
- Get started in minutes: You can set up a secure AI layer like eesel AI quickly. It connects directly to Freshdesk, allowing you to enhance your support experience in just a few minutes.
Freshdesk pricing and choices for native AI
Freshdesk offers tiered plans to ensure you have the right features for your team's size and needs. If you're interested in using their native AI features, known as "Freddy AI," they provide several options to scale your AI capabilities as your team grows.
| Plan | Price (Billed Annually) | Key AI Features |
|---|---|---|
| Growth | $15/agent/month | Limited/No AI |
| Pro | $49/agent/month | Freddy AI Agent (500 sessions incl.), Copilot is an add-on ($29/agent/mo) |
| Pro + AI Copilot | $78/agent/month | Freddy AI Copilot included |
| Enterprise | $79/agent/month | Freddy AI Agent (500 sessions incl.), Copilot is an add-on ($29/agent/mo) |
The per-agent structure for tools like the AI Copilot allows you to scale your investment alongside your team, ensuring you have advanced support capabilities exactly where they are needed most.
This approach is balanced by eesel AI's pricing model, which is based on how much you use the AI across its products (like AI Agent, AI Copilot, and AI Triage). This provides teams with different options for managing their budget while still getting the most out of AI technology.
Building a smarter support system with Freshdesk security SOC 2
Freshdesk gives you a strong, secure, and SOC 2 Type II compliant platform that works as a great foundation for any support team. It covers the basics of platform-level security and provides the essential tools for managing high-quality customer support.
Platform security is a fantastic starting point, and the flexibility of Freshdesk means you can easily solve modern challenges like protecting sensitive data inside tickets or implementing AI in a way that’s customized for your team.
The smartest move is to build on top of Freshdesk's industry-leading foundation with best-in-class, complementary tools. eesel AI is designed to be that extra layer, working alongside Freshdesk to give you a powerful, secure, and flexible intelligence engine that fits right in with all your knowledge sources.
Your next steps for Freshdesk security
If security is a top priority, choosing a mature and compliant helpdesk like Freshdesk is an excellent choice.
The next step is to explore how you can further protect your data and safely automate support. Freshdesk's robust native features and broad marketplace mean you have plenty of ways to build a secure system. Consider how a dedicated AI platform can complement Freshdesk to give you even more power, control, and peace of mind.
Try eesel AI for free and see for yourself how you can securely enhance your Freshdesk support in minutes, not months.
Frequently asked questions
Freshdesk security SOC 2 compliance signifies that Freshdesk has undergone an independent audit, demonstrating that it securely manages customer data according to the AICPA's Trust Services Criteria. This assures you that robust controls are in place to protect your information.
Freshdesk security SOC 2 certification is a Type II report. This is important because it confirms that their security controls have been consistently operational and effective over an extended period, offering a stronger assurance of ongoing data protection compared to a Type I report.
In addition to Freshdesk security SOC 2, Freshworks holds other critical certifications like ISO 27001/27701 for information security, PCI DSS for credit card data, and complies with major privacy regulations such as GDPR and CCPA, indicating a broad commitment to security and privacy.
Freshdesk security SOC 2 ensures data protection by hosting on secure AWS infrastructure, utilizing dedicated Virtual Private Clouds (VPCs). Data is encrypted both at rest (AES-256) and in transit (TLS 1.2), and a unique tenant ID logically segregates each customer's data in the multi-tenant environment.
While Freshdesk security SOC 2 provides a secure platform, teams often utilize the Freshdesk marketplace or third-party tools to implement comprehensive Data Loss Prevention (DLP) for automatically managing sensitive information in tickets, particularly when integrating AI.
You can request detailed access to Freshdesk's official Freshdesk security SOC 2 reports and other related compliance documentation by visiting the Freshworks Trust Center. This is the primary resource for verifying their security posture.
Even with Freshdesk security SOC 2 certification, you are responsible for how you configure your Freshdesk account, manage user roles and permissions, and handle sensitive data that enters your support tickets. Implementing two-factor authentication and strong internal policies are crucial complementary steps.
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Article by
Kenneth Pangan
Writer and marketer for over ten years, Kenneth Pangan splits his time between history, politics, and art with plenty of interruptions from his dogs demanding attention.
