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Freshsales Reviews: 4.5/5 — Highly Rated
Freshsales' intuitive interface allows users to manage both employee and customer relationships with ease. Rooted in the Freshworks ecosystem, their CRM platform is comprised of various tools, including Freshdesk, for customer service; Freshchat for chatbot features; and Freshcaller for the cloud-calling system. The platform is designed to deliver opportunities for businesses by generating nearly 10 times more qualified leads while providing users with a comprehensive overview of active sales strategies and pipelines.
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| Company | Freshworks |
|---|---|
| Year founded | 2010 |
| Company size | 5001-10,000 employees |
| Headquarters | San Mateo, California |
| Social Media |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Freshsales Pros and Cons
- Intelligent predictive and real-time insights for CRM programs
- AI-powered contact scoring and lead management
- Extensive selection of powerful integrations
- Access to the complex Freshworks ecosystem available
- 360-degree sales platform to access full customer information
- Billing is managed per user, which means it can add up for bigger teams
- Some businesses will need higher packages for more contacts
Freshsales is one of the few CRMs with a genuinely usable built-in phone system, and at $9 per user its entry plan is among the cheapest in the category. The complication is what that $9 excludes. Sales sequences, multiple pipelines, and custom reports all sit on the $39 Pro tier, which is more than four times the price and the plan most teams actually need.
- What it is: A sales CRM from Freshworks, with built-in phone, email, and chat, plus Freddy AI for scoring and insights.
- Best for: Small and mid-size sales teams that want calling built into the CRM without buying a separate dialer.
- Pricing: A limited free plan, then Growth $9, Pro $39, Enterprise $59 per user per month billed annually. 21-day trial. Verified in July 2026.
- The honest catch: The gap between Growth and Pro is 4.3x, and the features that gap contains are the ones most sales teams consider essential.
What Is Freshsales?
Freshsales is the sales CRM in the Freshworks suite, which also includes Freshdesk for support and Freshservice for IT. Freshworks has spent a decade positioning itself as the accessible alternative to enterprise incumbents: similar capability, lower price, less implementation overhead. Freshsales follows that pattern closely.
Its most distinctive feature is communication. A cloud phone system with call recording, voicemail drop, and local presence dialling is built in rather than integrated, alongside email and chat. For a small sales team, that removes an entire category of tool and its associated sync problems, and it is the clearest reason to choose Freshsales over Pipedrive or monday CRM.
Freddy AI, Freshworks’ AI layer, handles contact scoring, deal insights, email drafting, and duplicate detection. Reviewers describe the scoring as reasonably accurate for prioritizing existing pipeline, which is a fair and appropriately modest claim.
The independent ratings are solid: around 4.5 out of 5 on both Capterra and G2, with G2’s sample exceeding 3,000 reviews. Ease of adoption is the most-praised quality, and reliability the most-criticized.
How Freshsales Works
- Built-in telephony. Cloud phone with recording, voicemail drop, and local presence dialling. The genuine differentiator at this price.
- Unified communication. Email, phone, and chat in one record view, so activity history is complete without integrations.
- Freddy AI. Contact scoring, deal insights, email assistance, and duplicate detection, mostly from Pro upward.
- Pipeline management. Kanban views and contact lifecycle stages on every plan, with multiple pipelines and territory management from Pro.
- Sales sequences. Automated multi-step outreach, available from Pro.
- Enterprise controls. Field-level permissions, custom modules, sandbox, and audit logs on the top tier.
Freshsales Pricing
Three paid tiers plus a limited free plan, with add-ons priced separately. Figures verified in USD on Freshworks’ CRM pricing page in July 2026, billed annually.
| Plan | Per user/mo (annual) | Key additions |
|---|---|---|
| Free | $0 | Limited features, up to 3 users |
| Growth | $9 | Kanban view, contact lifecycle stages, chat, email and phone, email templates, custom fields, basic workflows |
| Pro | $39 | Contact scoring, deal insights, custom sales activities, territory management, sales sequences, multiple pipelines |
| Enterprise | $59 | Forecasting insights, field-level permissions, custom modules, sandbox, audit logs |
What decides your actual cost:
- The Growth to Pro jump is 4.3x, and it matters. Sales sequences, multiple pipelines, and custom reports are all Pro features. For any team running structured outbound or managing more than one sales process, $9 is not the relevant number and $39 is.
- Add-ons are priced separately on every tier. Branded documents at $19 per user per month is more than double the entire Growth plan. Freddy AI Agent runs at $49 per 100 sessions, which is consumption-based and hard to forecast.
- The free plan caps at three users. Genuinely free and genuinely limited, useful for a founder-led team testing the waters.
- A 21-day trial. Longer than most, with full access, which is enough to evaluate the telephony properly.
- Prices quoted are annual. Monthly billing costs more, and Freshworks does not display those rates as prominently.
Who Should Use Freshsales
- Teams that make calls. The clearest case. Built-in telephony with recording and local presence removes a separate dialer subscription and its integration.
- Small teams on a tight budget. At $9 per user, Growth is genuinely cheap for a CRM with communication built in, provided you do not need sequences.
- Existing Freshworks customers. If you run Freshdesk or Freshservice, sharing a vendor and a data model is a real advantage.
- Teams that have failed to adopt heavier CRMs. Ease of setup is the most consistently praised attribute across thousands of reviews.
It fits poorly for teams needing sophisticated pipeline reporting, where reviewers describe the custom report builder as basic against HubSpot or Salesforce, for organizations that cannot tolerate intermittent bugs, which recur in reviews, and for anyone whose process demands sequences on a small budget, since that combination forces the $39 tier.
Honest Pros and Cons
Strengths
- Built-in phone system. Recording, voicemail drop, and local presence dialling included rather than integrated, which few competitors match at this price.
- Very low entry price. $9 per user for a CRM with unified communication is competitive with anything.
- Easy to adopt. Clean interface and fast setup, the single most-cited positive in reviews.
- Freddy AI is useful rather than decorative. Contact scoring reviewers describe as reasonably accurate for prioritizing pipeline.
- A real free plan. Three users with limited features, enough for a founder-led team.
- Large review base. Over 3,000 G2 reviews at 4.5, which is substantial corroboration.
Limitations
- Essential features are gated to Pro. Sales sequences, multiple pipelines, and custom reports at $39 per user make the effective entry price much higher than advertised.
- Reliability complaints recur. Reviewers report bugs disrupting workflow and requiring troubleshooting, which is the most serious criticism.
- Reporting is basic. The custom report builder frustrates teams accustomed to HubSpot or Salesforce depth.
- Add-ons stack quickly. Branded documents at $19 per user per month and Freddy AI Agent at $49 per 100 sessions on top of the plan price.
- AI consumption is unpredictable. Session-based pricing is hard to budget before you know your usage.
- Free plan is narrow. Three users and limited features, so it is a starting point rather than a home.
Freshsales Alternatives and How It Compares
- Pipedrive is stronger on visual pipeline management and comparable on price, with calling as a paid add-on rather than built in.
- Close has a far better dialer and predictive calling, at a substantially higher price once workflows are included.
- HubSpot Sales Hub offers a free tier and much stronger reporting, with a mandatory onboarding fee at Professional.
- Salesflare automates data entry more thoroughly, and suits email-driven rather than call-driven teams.
- Zoho CRM competes closely on price with a broader ecosystem and a steeper configuration curve.
For a broader survey see our guide to the best CRM software.
The Verdict
Freshsales is a sensible choice for a small sales team that spends its day on the phone. Built-in telephony with recording and local presence dialling, in a CRM that people adopt without training, at $9 per user, is a genuinely good combination, and the 4.5 rating across thousands of reviews reflects that the fundamentals work.
Price it at Pro, though. Sales sequences, multiple pipelines, and custom reports are the features most sales teams consider table stakes, and all three require the $39 tier. That is a 4.3x jump from the advertised entry price, and it puts Freshsales in direct competition with tools that report better and break less. Add branded documents at $19 per user, or Freddy AI sessions at $49 per hundred, and the gap narrows further.
Two things to test during the 21-day trial. Run the telephony properly, with real calls and recordings, because that is the reason to choose this over Pipedrive. And build the reports your sales leadership actually asks for, since reporting depth is where reviewers consistently find Freshsales wanting. If both hold up, it is good value. If reporting is central to how you run the team, look at HubSpot instead and budget accordingly.
FAQ
How much does Freshsales cost in 2026?
Billed annually, Growth is $9 per user per month, Pro is $39, and Enterprise is $59. There is a limited free plan for up to three users. Add-ons are charged separately: branded documents at $19 per user per month and the Freddy AI Agent at $49 per 100 sessions. Monthly billing costs more than the annual rates quoted.
Does Freshsales include sales sequences on the cheapest plan?
No. Sales sequences require the Pro plan at $39 per user per month, as do multiple pipelines, territory management, contact scoring, and custom reports. The $9 Growth plan covers basic pipeline management with email, chat, and phone, but not automated outreach. For most sales teams, Pro is the realistic entry tier.
Does Freshsales have a free plan?
Yes, with meaningful limits: up to three users and a restricted feature set. It is genuinely free rather than a trial, and suitable for a founder-led team testing whether a CRM helps. Separately, all paid plans come with a 21-day full-access free trial, which is longer than most competitors offer.
Is Freshsales’ built-in phone system any good?
It is the product’s main differentiator. Freshsales includes a cloud phone system with call recording, voicemail drop, and local presence dialling on paid plans, which removes the need for a separate dialer. For call-driven teams this is the strongest argument for choosing it over Pipedrive or monday CRM, and it is worth testing thoroughly during the trial.
What is Freshsales best for?
Small and mid-size sales teams that make a lot of calls and want telephony, email, and chat inside the CRM rather than bolted on, at a lower price than enterprise alternatives. It is less suited to organizations that need sophisticated custom reporting.
Compare Freshsales with other popular tools in the same category.
Simple setup and price on the lower side Free version called sprout for less usage Easy to use Ab testing and heatmap tool for analysis of webpages
The heatmap tool is not very intuitive to use Limited options in A/B testing tool if making complex changes apart from call to action/simple copy changes
Generating insights from heatmap tool to see where users attention are Running simple AB testing on webpages by call to action change
great CRM. very easy to use interface. anybody can understand how to use and people can pick it up very quickly. dialing is very easy to do from the CRM if you have freshsales integrated.
difficult to set up at first if you are trying to integrate other services, etc.
being able to keep track of sales pipeline, make outbound calls, record calls, etc.
very easy CRM to use and learn. lead management and pipeline management makes sense and is easy to understand.
migrating data from other sources is difficult because everything is integrated differently than in other software
using as a CRM for sales pipeline management and for making outbound calls, monitoring outbound calls, and tracking sales information.
very easy to use and integrates perfectly with freshdesk, freshcaller, etc. and other integrations by freshworks. support team is super helpful and can assist
difficult to set up at first and entering data into the crm and setting everything up is a little hard
being able to keep track of sales pipeline, make outbound calls, record outbound calls, etc.
easy to use interface once you get everything set up. integrates with email perfectly and has a dialer within the software.
a bit difficult to set up in the beginning, but once you get everything set up it is great
being able to keep track of properties that are within the sales pipeline, make outbound calls and emails, record and track calls, etc.
A great CRM with tons of different tools including a built in dialer for making outbound phone calls and also mass email campaigns for sending large amounts of emails.
some of the customizations are hard to figure out or you need to make workarounds in order to get it to work.
allows us to make outbound calls, track outbound calls, track emails, and other CRM features.
super easy to use crm making transitioning to this crm a lot easier than with other crms.
does not allow 3rd party integrations as sometimes there are features that are not available.
use as crm, outbound calling and tracking, recording, etc. and for reports of sales data
Filtering & searching Lead creation Lead research spending time on calls and emails
We should also be able to see the "LEADS OF THIS WEEK " OR LEADS OF THIS MONTH AT THE SAME PLACE RIGHT NQW NOthing of this sort is there
reduce time increase productivity & increased client interaction and collaboration
Great pricing point and affordable to small start-up. Very user-friendly and easy to learn. I'm able to achieve most automation tasks like creating a email journey and also creating different lists within the journey.Setting up heatmaps, session recordings and all of these features includes a detail reports that gives you great insights and help you make data-driven decisions.
Their customer support can be slow. And since they're just starting some of the integration with freshsales are still work in progress. Things like being able to import and export certain contacts are not available ATM.
I'm able to increase my conversion rate of different landing page through heatmaps and session recording. Also able to test out different creatives and content through A/B testing.
A good CRM to kick start your sales and marketing. Helps to coordinate the team
So far I haven't found any issues in this.
Can organize the mails and follow up can be taken easily
I think the flexibility of finding any field of a lead or contact, schedule emailing, different products at one place, which saves lot of time.
I think the email templates should not replace current subject line or content in the email chain.
As mentioned above I like freshsales all solutions at one place like led handling through Fresh sales and contacting them through fresh caller and live chat with clients through freshchat.
I like Freshmarketer's in-depth marketing journeys and CRO capabilities. I use Freshmarketer to send out mass email campaigns as well. Freshmarketer's support is very responsive and resolves any queries faster.
Product stability has to be improved. There are still a lot of must-have features for marketers that are not available in Freshmarketer. I know it's in the pipeline, but since those are must-have features, it would be great if you could ship them faster. Otherwise, everything else is just great.
- Able to send out bulk email campaigns - Set up cadences - Analyze web pages with heatmaps and session replays. A/B testing and conduct polls.
Visibility on data. Everything you need comes under one window.
Sometime it lags. Maybe due to network issues.
Could track and hunt all the opportunities.
The customer service of Freshsales is what stood out to me when first beginning the service. From there, it has easy customization and helps keep all of my contacts organized.
When they add new features, I am not able to opt out of them. Example, "Freddy's Insights", it adds an extra step for me by having to click out of that before I can see all of my notes for a client.
Keeping up with my clients and following up in a timely manner. The benefits have been great as my clients see my persistence and consistency and tend to use my service more because of that.
better planning Sales team daily schedule monitor
Inability to track unfulfilled daily targets unless manually updated
Clear visibility of our sales team and clients intended for daily visit
Maintain a complete and detailed report of all sales and communication with our consumers, simple by making a call.
Perhaps the useful paragraphs are really too "clustered" and not as visible as I Would like them to be.
Have labor freedom by being able to use this platform anywhere i am, even on mobile devices.
In a Business where we may encounter many issues , and which are to be properly categorised , and that based on available Data to list them in terms of their Importance .. Fresh sales is something Besttt
While during option selection it hangs up some times
Concerns ( Primary subject ) , Feedback , Methods of Implementation
The free version has editable content and has most of the key fields and inputs for collecting data. Its easy to navigate and the unlimited user option is great.
There are no free reports and some editing options are for the paid version.
Data all in one place. Staying up to date with opportunities.
It is easy to locate around the software and personalise it to fit with your business needs
I haven't come across anything that I dislike about FreshSales
As a business we use it for all of our customer information and any deals that are in process
The program has a very well-developed interface. You have many functions, but they are not located on one screen. Therefore, I was able to quickly customize the application to my needs. The price is quite affordable, even for Ukraine.
Why did your sales office from Russia contact me? Have you decided that it is a good idea to send the Ukrainian client to a Russian office? Do you send clients from Palestine to the Israeli office? Or maybe customers from Croatia are discussing an office in Serbia (the former Yugoslavia). I was very upset when they called me from Russia. My friend was killed in the war with the Russian separatists in the Donbas. And now I need to communicate with an office in Russia? Or maybe you think that Ukraine is part of Russia? Your service policy needs to be changed. Russia is under sanctions. How do you work with them?
All my clients are now in one database. I send out price lists very quickly and don’t forget anyone. The program allows me to automate my calendar and appointments. I think I will be a more successful seller using Freshsales
Ease of use, simply navigation, without numerous unnecessary and rarely used features. It allows our company to track leads, with flexibility to create fields to track as we need.
The reporting functionality is lacking. Not the most intuitive, but the biggest is is there isn't an easy way to fully automate exporting data into external reporting dashboards without building a solution through the API.
It helps u keep track of number of leads being generated, and how they progress through the sales funnel.
Easy to use and easy to learn how to use it Multiple functionalities: calls, mails, Possibility to link contacts with other contacts or institutions or whatever. It's very convenient to link people. A lot of possibilities to create reports Easy to connect with other CRM and transfer data ... I also liked the Pipeline which is very easy to use: easy to change state, to put alarm or important tasks: easy to prioritize Possibility to register your phonecall to be able to remember in the future what you were talking about or what you discussed. It is very helpful to redact the note after every call.
not that much I didn't like. Maybe the fact that connexion with Gmail wasn't working that well two years ago when I was using it. it could be nice to have other possibilities such as create and send a newsletter from the CRM
Efficiency in my daily working day. Don't forget a task or to recall someone or to send an email
The fact that it links with freshdesk and notifies me is the prospect has opened or clicked on my email.
The process of converting a lead has a lot of repetitive tasks. Sometimes a lead that is loaded cannot be converted and I end up duplicating the lead. Furthermore, if a lead replies with an additional email i.e they copy a different email address on their replyThere will be a lead created with only an email address as the only details.
better engagement with customers and increased sales closing ratio.
Immediate Support included. They only issue tickets for bigger problems. Everything else will be answered immediately through a chat option. CRM is very simple and lets you monitor contacts, accounts leads and deals. A better way to organize your business.
Because it is simple and easy to use there are not as many changes you can make to views or layouts
I needed a CRM system for my small business to improve my sales. Which it does.And I wanted something that is less complicated than Salesforce which I used before.
Lots of functionality and great communications options with our leads and partners.
The accuracy and speed of synchronisation with FreshDesk. Not awful, but could be faster and more seamless.
Closer communications with our global partner network. Keeping on top of their leads and deals, despite the fact there are circa 150 of them across 50 or so countries. Great platform to tie it all together.
Es una excelente herramienta que está centrada en el cliente, permite ser personalizada con los campos que maneje en su empresa, es muy facil filtrar la información y generar informes y reportes. La opinión que genero es de la versión Garden, no conozco las versiones superiores.
No me gusta que no se pueda integrar con MailChimp, esta fue una de las razones por la que elegí la herramienta, a pesar que he colocado el ticket, no me han sabido responder, dicen que ya todo está arreglado pero la respuesta la hacen con un enlace que me lleva a una página donde debo colocar un usuario y contraseña que no me han proporcionado, esta parte tampoco me gusta, la forma de responder a estas preguntas un poco más técnicas. No me gusta que no maneje fecha de cumpleaños, considero que todo CRM debe manejar la fecha de cumpleaños de sus contactos, y esta herramienta no lo permite.
He logrado centralizar la información del cliente en una sola pantalla (contactos, llamadas, email, tareas), esto nos ha permitido ahorrar tiempo, aún estoy pendiente de integrar esta herramienta con mi e-commerce, me dicen que se puede hacer, pero hasta el momento estoy en el proceso así que no puedo dar más detalles.
Task reminders Automated workflow and Lead Assignment
A lot of UI Changes occurs we have to adapt to the new UI fastly.
Lead Assignment is a great feature before that we were using manual assignment
It makes our life easier. Before we had to do things manually.
Every time when process flow changes. Its time taking to make everyone understand
We are eliminating human resources and saving time
Follow_up, Task reminder and Contact Management
Lead Score management and contently changing UI
We are now able to get in touch with more clients everything is now in a orderly manner
Able to track all the leads and follow up closely with the leads. Real on time make super fast response to the leads
Sometimes, new lead will not show at the first page, have to refresh to get the new leads
Improve efficiency, fast tracking and build in template for email
