Does Freshdesk Work in China?

What is Freshdesk?

Freshdesk, launched in 2010 by Freshworks, is a cloud-based customer support software that helps businesses manage customer enquiries, live chat, automation, and ticketing systems. It integrates with platforms like Slack, Zoom, Shopify, and WhatsApp to streamline customer communication.

Is Freshdesk Available in China?

Yes. Freshdesk can be accessed by users in China. However, Freshdesk integrates with third-party services such as Slack, Zoom, Shopify, WhatsApp, Google Analytics and BigCommerce, many of which are unavailable in China. If your implementation relies heavily on these third-party components, Chinese users may experience significant functionality issues or be unable to access certain features entirely.

Is Freshdesk Compliant in China?

Freshdesk collects substantial amounts of personal user data, including email addresses and customer information. This raises data localisation and cross-border data transfer concerns under Chinese regulations, such as the Personal Information Protection Law (PIPL) or 个人信息保护法 in Chinese. Without a compliant China-deployed version, services like Freshdesk risk being blocked in mainland China, potentially leading to service disruptions for users. Full compliance requires:

• Local Hosting: China-facing services must be hosted on servers within mainland China
• ICP Filing: An ICP Filing is mandatory for China-facing websites
• Data Localisation: Personal data collected from Chinese users must comply with China’s data protection and cross-border transfer regulations
• Third-Party Service Compatibility: Many international platforms integrated with Freshdesk are blocked or restricted in China

How Can AppInChina Help?

AppInChina can ensure your Freshdesk implementation is both functional and compliant in China by:

• Providing an ICP filing and localised hosting for reliable performance
• Ensuring compliance with China’s data protection and cross-border data transfer regulations
• Replacing blocked third-party services with reliable Chinese alternatives

To optimise Freshdesk for the Chinese market and ensure compliant operation, contact us to get started!