slug: freshworks provider: freshworks generated_by: planning/capability-mapping/scripts/classify_capabilities.py model: claude-opus-5 frame: - Software & Technology min_confidence: 0.7 capability_model: source: https://github.com/vincentmakes/turbo-ea-capabilities license: CC-BY-4.0 attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities, CC BY 4.0 notice: NOTICE edge_count: 16 edges: - tag: Job Postings spec_file: freshworks-job-postings-api-openapi.yml capability_id: BC-300.10 capability_id_l1: BC-300 capability_name: Talent Acquisition Management confidence: 0.9 evidence: GET /job_postings listJobPostings List all job postings; GET /job_postings/{job_posting_id}/applicant_fields List applicant fields for a job posting reason: Job requisition postings and applicant field definitions are recruiting artefacts, squarely Talent Acquisition Management. - tag: Applicants spec_file: freshworks-applicants-api-openapi.yml capability_id: BC-300.10 capability_id_l1: BC-300 capability_name: Talent Acquisition Management confidence: 0.85 evidence: GET /job_postings/{job_posting_id}/applicants listApplicants List applicants for a job posting reason: Operations manage applicants against job postings — recruiting/hiring, i.e. Talent Acquisition Management. The Freshcaller title is unreliable per rule 6; operations clearly show applicant tracking. - tag: Changes spec_file: freshworks-changes-api-openapi.yml capability_id: BC-600.30 capability_id_l1: BC-600 capability_name: IT Service Management confidence: 0.85 evidence: POST /changes createChange Create a change request reason: Change request lifecycle CRUD is ITIL change management, part of IT Service Management (Freshservice). - tag: Problems spec_file: freshworks-problems-api-openapi.yml capability_id: BC-600.30 capability_id_l1: BC-600 capability_name: IT Service Management confidence: 0.83 evidence: POST /problems createProblem Create a problem; GET /problems/{problem_id} getProblem View a problem reason: '''Problem'' as a first-class managed record with CRUD is the ITIL problem-management object in Freshworks'' ITSM product (Freshservice), mapping to IT Service Management (incident, problem, change).' - tag: Service Catalog spec_file: freshworks-service-catalog-api-openapi.yml capability_id: BC-600.30 capability_id_l1: BC-600 capability_name: IT Service Management confidence: 0.82 evidence: GET /service_catalog/items listServiceCatalogItems List all service catalog items; schema ServiceItem reason: Service catalogue item retrieval is named explicitly in the IT Service Management sub-capability (incident, problem, change, service catalogue) and matches the Freshworks ITSM surface. - tag: Calls spec_file: freshworks-calls-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.8 evidence: GET /calls/{call_id}/recording getCallRecording Get call recording reason: Call records and recordings from a cloud phone system for contact centre operations — contact centre/telephony operations. - tag: Contacts spec_file: freshworks-contacts-api-openapi.yml capability_id: BC-420.10 capability_id_l1: BC-420 capability_name: Customer Data Management confidence: 0.8 evidence: PUT /contacts/{contact_id}/merge mergeContacts Merge contacts reason: Contact master record CRUD plus merge (identity resolution/deduplication) is squarely Customer Data Management. - tag: Conversations spec_file: freshworks-conversations-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.8 evidence: POST /tickets/{ticket_id}/reply replyToTicket Reply to a ticket reason: Conversations are threaded replies and notes on support tickets — inbound customer contact handling and resolution. - tag: Surveys spec_file: freshworks-surveys-api-openapi.yml capability_id: BC-430.50 capability_id_l1: BC-430 capability_name: Customer Feedback Management confidence: 0.8 evidence: GET /surveys/satisfaction_ratings listSatisfactionRatings; schema SatisfactionRating reason: Satisfaction rating retrieval from support surveys is voice-of-customer/CSAT feedback collection, matching Customer Feedback Management. - tag: Employees spec_file: freshworks-employees-api-openapi.yml capability_id: BC-300.70 capability_id_l1: BC-300 capability_name: HR Operations Management confidence: 0.78 evidence: GET /employees listEmployees; PUT /employees/{employee_id} updateEmployee Update an employee; GET /employee_fields listEmployeeFields reason: Read and update of employee master records plus configurable employee fields — an HRIS employee-record surface (Freshworks' Freshteam), matching HR Operations Management (employee records). - tag: Agents spec_file: freshworks-agents-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.75 evidence: '''cloud-based phone system functionality for contact center operations ... synchronize agent data''; GET /agents listAgents List all agents; PUT /agents/{agent_id} updateAgent' reason: Agent records in Freshcaller are contact-centre telephony agents, and the API manages their listing and updates for call-centre reporting — squarely Contact Centre Operations Management rather than HR staffing. - tag: Companies spec_file: freshworks-companies-api-openapi.yml capability_id: BC-420.10 capability_id_l1: BC-420 capability_name: Customer Data Management confidence: 0.75 evidence: POST /companies createCompany Create a company reason: CRUD over company (customer account) master records in a Freshworks CRM/support context — customer data management. - tag: Sales Activities spec_file: freshworks-sales-activities-api-openapi.yml capability_id: BC-410 capability_id_l1: BC-410 capability_name: Sales Management confidence: 0.75 evidence: POST /sales_activities createSalesActivity Create a sales activity reason: Explicit sales activity records (calls, meetings, tasks logged against sales records) belong to Sales Management; the evidence does not specify which sub-capability (pipeline vs sales operations), so only the L1 is asserted. - tag: Tickets spec_file: freshworks-tickets-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.75 evidence: POST /tickets createTicket Create a ticket; PUT /tickets/{ticket_id}/restore restoreTicket Restore a deleted ticket reason: Full lifecycle CRUD over support tickets realises inbound contact capture, routing and resolution. Confidence moderated because Freshworks tickets could equally be IT service desk incidents (BC-600.30) rather than customer inquiries. - tag: Call Metrics spec_file: freshworks-call-metrics-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: listCallMetrics List call metrics; 'automate call center reporting' reason: Metrics over contact-centre phone activity, which the vendor describes as enabling 'call center reporting' — supports Contact Centre Operations Management. - tag: Time Off spec_file: freshworks-time-off-api-openapi.yml capability_id: BC-300.70 capability_id_l1: BC-300 capability_name: HR Operations Management confidence: 0.7 evidence: GET /time_off_types listTimeOffTypes List all time-off types; POST /time_offs createTimeOffRequest Create a time-off request reason: Time-off types and time-off requests are leave/absence administration, an employee-lifecycle HR process. Placed under HR Operations Management as employee record/leave administration; some chance it belongs to benefits administration, hence moderate confidence.