Authorized Freshworks partner · Freshdesk · Freshservice · Freshsales · Freshchat
Freshworks implementation
We help you choose the right Freshworks product and plan, deploy it around how your team works, invoice it locally, and support it, and we tell you plainly when Zoho would serve you better.
Routing rule
Why teams across the Middle East bring us in for Freshworks
Authorized Freshworks partnerlicences quoted, invoiced and renewed by our team, and Freshdesk deployed for customers since 2012.
Local invoicesin Oman, the UAE and Qatar, in local currency.
Since 2007with 1,500+ active cloud customers across the Middle East.
Vendor-neutralwe also deploy Zoho, our recommended alternative. Zoho Desk runs our own support desk, so you get an honest comparison.
Some of the clients we work with
Which Freshworks product do you need?
Freshworks makes cloud software for customer service (Freshdesk), IT service management (Freshservice), sales CRM (Freshsales) and messaging (Freshchat). Gulf Infotech, an Freshworks partner serving businesses across the Middle East since 2007, architects and deploys Freshworks, invoices it locally in Oman, the UAE and Qatar, and supports it remotely, with offices in Dubai, Muscat and Doha.
Most buyers ask for "Freshworks" when they mean one product. The split is simple.
Takeaway: a company with a customer service desk usually starts with Freshdesk. A company whose real pain is internal IT requests should look at Freshservice instead.
Freshdesk
Who uses itCustomer service teams
What it handlesEmail and portal tickets, knowledge base, multilingual help desk, AI agent for common questions
Freshservice
Who uses itIT teams, plus HR, facilities and finance on business agent licences
What it handlesInternal requests, approvals, problem management, asset management, projects
Freshsales
Who uses itSales teams
What it handlesContacts, deals, pipelines, sequences, forecasting
Freshchat
Who uses itService and sales teams
What it handlesWebsite and app chat and messaging with customers
Our recommendation
Should you choose Freshworks or Zoho?
We deploy both, and for most GCC companies we recommend Zoho, mainly because service, sales, chat and accounting then share one customer record and one vendor. Freshworks remains a good choice in the cases below.
We deploy both, so the advice is plain.
Your situation
You already run Zoho Books or Zoho CRM
Our recommendation: Zoho Desk
Why: Tickets, invoices and deals sit on the same customer record
Your situation
You need sales CRM and website chat together
Our recommendation: Zoho CRM with Zoho SalesIQ
Why: Chats become CRM leads without a connector
Your situation
You already use Freshworks and it works
Our recommendation: Stay on Freshworks
Why: We take over licences, invoicing and support
Your situation
You need IT service management with assets and approvals
Our recommendation: Freshservice
Why: A dedicated ITSM product
Your situation
Your group standardises on Freshworks abroad
Our recommendation: Freshworks
Why: One platform across the group
Takeaway: the best tool is the one your data already lives next to. We compare both on your channels, users and existing systems before you decide.
What do we deliver on a Freshworks project?
Ticket #4821
HighCustomer · trading company
Login issue on portal
Response due in 35 min
- 1Assigned to Tier 1 · Arabic
- 2Macro applied · password reset
- 3Customer replied
OpenSLA by customer group
which product, which plan, how many agents or users, and whether you need AI add-ons now or later.
support email addresses, customer portal, knowledge base and chat in English and Arabic.
ticket routing, SLAs per customer group, approvals in Freshservice, and automation rules.
tickets, contacts, companies or deals imported from spreadsheets or your old system.
company sign-in and email, plus links to the business tools your team already uses.
admin and agent training, then remote support for changes and questions.
Editions
How are Freshworks licences priced and invoiced?
Freshworks licenses Freshdesk and Freshservice per agent and Freshsales per user, on monthly or annual plans, with AI features as add-ons on some plans. We quote the products and add-ons you need, and invoice locally: customers in Oman, the UAE and Qatar receive a local invoice in local currency; customers in other countries are invoiced in USD.
Licences are one part of the cost. Deployment and configuration, migration of your data, training and support are separate, paid components that we scope and quote with you.
Implementation
How does a Freshworks rollout typically run?
Durations are estimates that depend on teams, channels, data volumes and how quickly decisions are made.
Rollout plan
Freshworks in your country
IT solutions in Oman
Muscat head office, local invoice.
IT solutions in the UAE
Dubai office, local invoice.
IT solutions in Qatar
Doha office, local invoice.
IT solutions in Saudi Arabia
served from Dubai.
Frequently asked questions
What is Freshworks?
Freshworks is a software company whose cloud products cover customer service (Freshdesk), IT service management (Freshservice), sales CRM (Freshsales) and messaging (Freshchat). Each is sold on monthly or annual plans per agent or per user. Gulf Infotech, an Freshworks partner, architects and deploys them for businesses in the Middle East, invoices them locally and supports your team.
Can you invoice Freshworks locally?
Yes. Customers in Oman, the UAE and Qatar receive a local invoice in local currency, so the licence is a company purchase with one renewal date instead of a foreign card payment. Customers in Saudi Arabia, Kuwait, Bahrain and other countries are invoiced in USD. We also take over renewals of Freshworks subscriptions you bought elsewhere.
Freshdesk or Zoho Desk: which should we choose?
For most companies in the region we recommend Zoho Desk: it is the help desk we run our own support on, it is cost-effective and rich in features, and if you already run Zoho Books or Zoho CRM, tickets, deals and invoices share one customer record. Freshdesk suits teams already on Freshworks, or groups that standardise on it abroad. We deploy both, so we compare them on your channels, users and systems rather than pushing one.
Can Freshdesk handle Arabic and English support?
Yes. Freshdesk includes a multilingual help desk, so you can run the portal and knowledge base in more than one language and reply to customers in the language they write in. We set up the Arabic and English portal, email templates and canned responses, and check right-to-left display before go-live.
Do you provide support?
Yes. After go-live our support team handles new agents, rule and report changes, integration issues and user questions remotely, in English and Arabic. Where a problem sits with Freshworks itself, we raise and follow up the case with them. Support is a separate component with its scope agreed in writing; see our support plans.
Get the right help desk or CRM for your team
Tell us how many agents or salespeople you have and which channels your customers use, and we will recommend Freshworks or Zoho, with a quote.
