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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.
Being able to track where leads are from and see the full history of a lead, regardless of who emailed them.
It would be good to be able to have two projects, so we had a board for leads, and another for suppliers for example.
Keeping on top of leads, ensuring we are engaging with them. Storing info regarding them so we can remember to ask about their holiday, exams etc. Being able to see what conversations a lead has already had with my colleagues easily.
Cost effective, flexible, great support and does everything I want
The interface could be a little better.
Saved me heaps of time and allowed me to increase my list
We did the product comparison before joining FreshSales. After a few months of usage, we are glad to say that we made our wise decision. There's nothing you can find to beat this product indeed. FreshSales has all the tools we'd like to use, and with a very reasonable pricing package; Layout and design is very clear and friendly; Tons of knowledge articles and videos to learn about the product.
Can't think of anything we particularly dislike. If I have to say, I would like to have the agents respond my question sooner. Sometimes, I need to wait for 15 mins to get an answer.
We were shifting our business model from to customers only to customers and business. With FreshSales, we can track and treat our business customer differently and better.
I love the responsive support when I have an issue!
I don't like how some features we require don't exist yet!
We are solving our scaling issue. We had a custom CRM but operating multiple agents became tricky. We now require less resource to manage our sales team.
We have been with Freshsales now for 11 months and I am amazed at the support service we get no matter what sort of query we have. The CRM is easy to use, excellent product and very time saving. We are a Company that embraces automation and Freshsales give us this ability.
I haven't come across my dislike list yet - it seems to perform well.
Freshsales allows us to integrate our systems and automate things that we haven't yet got around to. As a tracking tool it is excellent.
There is such a great amount in Freshsales that it is difficult to list all the pro's. In any case, just a couple of capacities are expected to begin. Appart from simple accesible menus, rationale selectable channels, adaptable arrangement outlines, pipelines and work process automatization, you should simply transfer your customer information from for example an Excel record and you are fundamentally set. At each progression becoming acquainted with Freshsales I had the option to contact Customer Support by means of visit and was guided relentless during my multi day preliminary. You can even book sveral one on one remote sessions to have every one of your inquiries replied and appeared on screen. The learning database additionally is very efficient with recordings and FAQ's.
There is nothing awful I can say respects Freshsales. It's actual, that there is a great deal to take in. To get everything out of all the accessible highlights, there is a precarious expectation to absorb information that inclines towards a little bit of CRM administrational work. In any case, on the off chance that you wanna keep it straightforward, it gives you a chance. Just in the event that you begin to work with more information, more customers, more work processes would it be able to turn into somewhat tyrannical. In any case, that is with each other CRM too.
To persuade my organizations manager to go with and get Freshsales was exceptionally simple. The day by day satisfaction and energy working with this program appeared in givng extraordinary outcomes in a brief timeframe. Transfer information, make a mailing format, select customers, press the mass email catch and pause. Without further ado you can see who got and opened your mail and furthermore on the off chance that they clicked any connections in email gave. An ideal marker to get your customers exactly when they are likewise web based review your data to development, if that is a technique you want. We are working less forcefully, so realizing that the email was opened is enought to for example catch up with a subsequent mail or whatever you have computerized your work process with. The quit choice for mail beneficiaries automatcally renders that customer as inadequate and won't be exasperates unintentionally any longer. At long last, I simply prefer to state that I just use about 10% of Freshsales potential and get the ideal outcomes. Keep in mind, keep it basic. I am truly anticipating improve certain highlights and methods later on. Also, I realize I can rely on client support again to direct me. Well ordered. I make an effort not to over-burden them, since I myself with a client bolster foundation comprehend the work they make and they complete an incredible showing with regards to.
Easy to use and amazing tool sets. My favorite feature is the sales campaign email drip feature that can be used to set up email campaigns for certain lead funnels. The pricing for the service beats any other CRM out there.
The system could have better organizational tools, such as being able to separate leads into lists/folders. Also, the sales campaign has a limit of 90 days, which could certainly be longer.
A central location to register all my leads, set them on a funnel email campaign, and ability to set reminders to follow up.
That with the assistance of the Freshworks team we've been able to have our various sources of leads around populate automatically in FreshSales and track it convenient with our team in terms of turnaround time on sales and conversion rates and earning made by the company.
Not being able to answer via FreshSales email tickets in Freshdesk and actually need to start a new email thread in FreshSales to use it's Track and Open functionality. If using FreshSales gave this kind of functionalityy to Freshdesk as well it would over arch all points of contact with our customers. However this isn't a deterrent to our team productivity using both systems.
Much better tracking on sales and clients and the insights provided via Facebook, Twitter and Linkedin adds a personal touch when required to reach out to clients via those platforms.
I think the best features of freshsales would be email tracking. I use this feature all the time since you have to get an idea on interested and not interested clients.
Nothing as of now. I have been using it for quite a days and never found any feature or module which can be disliked.
Tracking my leads, creating reports for review, follow up, reminders, notes and lead cycle.
its one point where you can find complete data related to a customer and also a single point of communication with customer.
all application is perfect nothing to dislike
tracking of all the communication with customer either it may be mail, phone call, appointments
Very transparent tool for my business. I have all the information in one place.
I don't know the negative of freshwork. Is super.
The app is also in my native language. It's a plus and I really appreciate it. I am thankful.
I like that i can consolidate and have access to all of my clients in one place. The fact that reports can easily done in just a click, and the tracking of mails and calls.
The redundancy of some items, especially if the account has been upgraded or downgraded. Also the interface, can have some designs of different colors.
The comfort of having your contacts and project details in one place that is accessible trhru a mobile is fantastic!
It allows my team to have visibility across the board and the design is amazing.
At first that I could not see what the team had going on. It's a few filters you have to pick to see everything you want.
it's a big help for my Sales CRM, Streamline our Process because everything is in one spot and visible.
Freshsales is customizable at every step and has an intuitive UI.
Freshsales is not customizable in terms of UI.
Freshsales automated our sales process.
Ease of use. Ability to close/set new tasks easily. Stages of contact bar is helpful as well. A CRM should be easy to use and efficient. Love the look of freshsales.
NOTHING. There is nothing to dislike with Salesforce. MAYBE I would ask the ability to change color on dashboard from Orange to a color I like.
Not really any problems. Just noticing the benefits of stages of contact for my peers and myself. Loving that I am able to change to "DEAL" with click of button.
I like that the support is amazing, the product it’s self stand up against the big guys (salesforce) but the customer support by live chat is amazing! I like that the software is very well laid out not too much information all at once. I really like the multi pipeplines as well. In financial planning I have pipelines set up for everything I do and automation all the way through the sales process
I’m hoping as the software grows they build in more integrations. Also for adding documents to client files you have to add them one at a time. When just setting up your crm it takes forever moving files that way. This is really a small problem. There isn’t anything major that I don’t like.
Freshsales has got my business all in one place. Before I was in google calendars, acuity scheduler, cloud data bases and excel sheets. I now am able to keep track of everything in one software and see it all at one glance. Amazing time saver!!
I really love the rich UI/UX experience while using Freshsales. It was easy to configure the CRM. Easy to manage and view multiple pipelines. Helps us to do forecasting better. Automatic Workflows in each stages helps me and my team to stay top on action items. Mobile app comes very handy to locate contact details when we are on the go. The support team has resolved all issues on time.
Nothing specific that I dislike about the platform. We haven't earlier explored and executed Sales campaigns from Freshsales as we thought it doesn't meet our specific needs. However, we will try it again.
Easy Administration and Customization, Easy Pipeline management, Multiple Pipeline management, Addition of Custom fields Freshsales has been an integral part of journey and we doubled our number of customers ever since we were associated with them.
Fresh sales is very easy to use and also Fresh sales is an user friendly CRM with lots of automation features and amazing framework. It is one of the best CRM.
Nothing.....................................................................
I found lot many benefits- It streamlined our business process.
Simple user experience and a really nice mobile app and integrations. I have evaluated other such solutions and finally decided to go with Freshsales.
I think more options for product additions to the deal could be better. However, that is not a must though. I also found it tricky to add a new product to the deals.
My primary use case is to manage customer communications and generate leads with music schools and teachers and find opportunities to co-work with them leveraging their and offerings from my business. The key benefits I have realized are communication history, email tracking, and opportunity management. Since freshworks also offers other products such as fresh chat that can integrate with freshsales, this can potentially assist in my online business for B2C scenarios.
The general CRM and the email integration are both very solid. I was looking for something our team could use for our outside sales efforts. I love how when you upload leads it finds their social media handles automatically and add them including a profile to your leads. Very cool automation! So far so good. Looking forward to more. I also think the UI is quick nice and clean. I am a fan of minimal so this works really well for my tastes. Great overall!
Some of the API integrations are a little buggy still like setting up to synch to Google apps:my contacts and gmail. The chrome extension is a great idea addition and once more refined, then I think this would be an extremely complete tool. When my team sent in a service ticket in at freshsales customer support they acknowledged the issues with google synching and indicated they are working away on it which is good to hear. Hopefully this will be resolved soon. In the meantime the stand alone app is fine for the short term although a much more manual and therefore time consuming process that auto pulling in emails and contacts.
Sales, Email Automation and Customer Relationship Management. We previously set up and are currently using a completely separate web app system for VOIP however we may over time try to consolidate our phone calls into the freshworks app family ecosystem for a more seamless experience.
efficient to use and easy to understand. The templates that is easy to setup and change.
Have not found anything not like able about Freshsales
Reminders of the clients that I need to contact and setting up meetings.
The automations are amazing. We can create processes through the api and zapier to help us achieve our goals across various platforms using Freshsales as the main centerpiece
The only thing that we have had problems with is the constant updates to the interface as well as the constant freezing on the mainscreen
Creating workflows for our sales process, automations with outside platforms and outbound calling
The email campaigns and the integration with most social pages is fantastic, the workflow works excellent for us, we have found what our company was missing, and I have to add the support of Freshsales is extraordinary.
Limitations on different packages, why cant you make one package for all for one affordable price.
Monitoring and managing my team's effectiveness and giving the company optimum results.
I worked on various CRMs in previous works as a sales representative. However, this CRM is the most transparent, fast, convenient and I understand what is happening with my leads.
I have not noted any flaws because everything works as it should
I effectively manage hundreds of leads and no mess.
The best thing about Freshsales is its simplicity of use, the automation of workflows, together with the integration to Freshchat and Freshsales.
I do not like it, in the classic forms, every time I want to create a new one, I dont have the option to duplicate and I have to do it all from scratch
Our product wekall has to growth 300% this year, this is our main challenge. So needed a platform that would make our sales team's work easier and focus on the right customers. Also deliver accurate figures to our board of directors in a timely manner.
We love the sales activities tracking - helps monitor input measures and keeps us on target. We've also used the custom sales activities functionality to create dashboards looking at key account development & project delivery actions.
We struggled a little with emails - took us a while to get the font right, but was simple enough once we configured templates in the html view. Would add that support is excellent, so if you ever have a problem or question, someone from Fresh is on hand to help out.
Absolutely transformational having FreshSales as our CRM. We have better quality data, more precise view of our activities and easier sharing of information across the team.
What I like the best, is what you can do in a minute as a right sales traking tool,
It does not refresh automatically, just when you manually refresh the website.
Sales traking, schedule my tasks and be more effective
The integrations even on the free package The Lead capturing process Unlimited Sales agent
The email integration can be wonky at times
How to get the right people in front of the right leads.
Minds On is a fast growing, innovative agency that works with rapid growth midsize B2B manufacturing tech as well as divisions within some of the worlds biggest software, technology and manufacturers. We're small, agile and customer-focused. Speed to implement was impressive, the API connectors available matched our need and creating our version of "Just Right" was so easy I was able to set it up, configure it along with my colleague. It's easy to use, configure and enables us to make quick decisions.
We use LinkedIn Sales Navigator and the free version of LinkedIn to help connect with our ideal prospects, build relationship and work to provide a "value to connect" V2C ratio of 3:1. Right now, we work in LinkedIn and eventually have to manually map over our work in Sales Navigator to FreshSales contact. It's not a big deal, but if that feature, API or Zapier existed and was added, we would be golden.
The three biggest problems were, multiple people working from multiple tools and as a team, not having a real-time view, or access to key data to accurately forecast, plan and execute strategy and communication to our leads and contacts. Now, we have a majority of our work visible, accessible to leadership in the form of reports and we're no longer guessing. We know where we are, are reminded who we need to engage when to engage and we are no longer misinformed.
The 2-way sync with your mailbox to track, manage and create leads automatically. Also, the Email campaigns are sent as normal emails rather than marketing emails.
The interface is a bit confusing and could be simplified further. Admin usage and making changes to the CRM is tough.
Create an effective sales process with a clear view of each of the deal stages.
