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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.
Freshsales has provided us with a great value, high feature product to enable all our teams to effectively communicate with clients in the way that is easiest for them.
Further integration across all the Freshworks products would be great (e.g. WhatsApp support in freshsales and not just Freshchat).
Tracking the activity of sales consultants whilst also having all our data in one place.
I like the fact that Freshsales allows you to keep track of all your clients and leads data, this optimizes the work being done. It is incredible all that you can keep in a single place, emails, calls, notes , task management. tracking website events and this way you are able to see what your clients and leads are most interested in. It also allows you to see if there are duplicates and you can merge them to obtain a single profile with all the information in a single place. You can also get notification on the emails your leads and clients have opened up, this way you are able to see if they really interested or not.
I have not found a feature that I dislike about this solution
It is amazing how organized the solution allows you to be. Very often clients information gets lost and with this CRM everything is in one single place.
I like using fresh sales for call logs because it serves as an archive for new and existing clients. i can easily access their information anywhere i am.
FRESHSALES DOES NOT ALLOW USER TO EDIT PREVIOUS RECORDED DETAILS IF THERE WAS ANY ERROR IN THE PREVIOUS DATA ENTRY.
Customers information and having insight about their previous request.
The Deals dashboard where you see the process at a glance!
The product catalogue is still a bit simpel and to many clicks away.
Never forget opportunities, contacts or closing dates again! That means more sales of course!
Ease of use, ability to email customers in bulk as well
Nothing at the moment. Nothing at the moment.
No problems yet!
We use it do it all our sales activities. The best thing being the email campaigns.
Not much to dislike but sometimes bugs do come here and there
We at currently channelling our sales activities
It really helps me to up to date with my all day activities as well as with the help of this feature i can able maintain the good relationship with my clients. It also helps me to close the deals & Freshsales provide me the great visibility in order to taking follow up with clients.
Currently I didnt observed such cons about the freshsales.
I can clearly see my improvement as well as my business profit.
Freshsales has a well-planned interface that is truly agreeable to utilize and simple to explore. It is very efficient by subcategories, client database and the board of potential customers, we couldn't be progressively agreeable, it has everything incorporated and the important conditions to build the offers of your business, its cost is open and has a free form. Freshsales arranges and tracks the undertakings of our clients, doing consequent meet-ups and regulating future associations. It can empower making calls and sending messages to potential customers, it impacts reports and ordered examination of our customers to improve our arrangements and streamline work shapes.
I haven't yet gone over a specific confinement in Freshsales. Up until now, so great!
With Freshsales we have a superior followup and speedier reactions to messages. We are rapidly picking up bits of knowledge into our business channel and how to help our customers all the more deliberately. This gives more an incentive to the business and our customers.
Freshsales is a clear, easy to use CRM without a lot of the clutter of some of the systems I have used. The integration into the complete Freshworks SAAS suite meant it was a clear winner for us.
The thing I dislike about Freshsales is the same thing I dislike about all CRM systems, the inability to create business connections who are influencers only and not linked directly to a 'deal' but we are speaking to them about this.
Creating a customer focused solution from the heart of our online product through to support and sales.
simple, intuitive interfaces with great power and intelligence. Feature rich without being complicated.
SMS is not functional yet. They have the feature, but you have to go outside the platform to read messages. I am told they are working on it.
Every business needs a CRM - I guess the problem is organizing, initiating, responding and tracking customer data.
I love the bulk email feature and the ability to get rid of leads that have bouncing emails very quickly and efficiently!
I don’t dislike anything. I like that the CRM has custom settings and you can send custom bulk emails depending on what stage of the deal they are in.
I am solving the problem of weeding out any leads that have non working emails.
The ease of using the CRM. Being able to customize it to your needs. I really like the look of it and the ease of use from lead to deal.
I like it all. The one area I would say I would like to see is to be able to download recordings.
Organization of data and sales cycle.
Easy to use search engines, segmented and result driven platform.
Freshsales makes your work easier, the platform gives room for great experiences and better access the storage of information.
Swift and easy input of freshworks, leaving all details stored up and easy to find for use later.
Freshsales is very user friendly, it took me 10 minutes to asimilate. It is also highly customisable. Although there are plenty out of the box settings that you can use, the tool also offers advanced admin and integration features.
I haven't yet come across any particular limitation in Freshsales. So far, so good!
It helped me track campaigns, leads and deals in a neat, structured manner I could bundle and organise contact information exactly as needed Communication through system generated alerts/emails is very helpful Adding attachments to deals and all additional features made follow up a lot easier I can generate custom reports which proves handy when having close contact with customers
I've used a couple of CRM tools in my career, but nothing beats the simplicity and single page view offered by Freshsales - especially from the perspective of a start-up where every single lead counts. The lead scoring system also works fairly well.
The ability to customize at Deal level should be better.
We are keeping a good record of our customer database and centralizing all customer interaction.
It's completely integrated, email, calendar and everything else you want is completely seemless.
There's really nothing to dislike. Like anything else, you've got to learn where things are but it's very well thought out.
The reminders are great, I can look at the tasks and appointments I have booked and plan out my day.
What I love the best about Freshsales is that I can open up the leads tab and all my leads are in one place and allows me review it and then reach out to potential customers.
There is really nothing that I don't like about Freshsales.
The biggest benefit for Freshsales is having all our leads, accounts, opportunities on a single plane of glass. This allows me to move a lead to an opportunity and an opportunity to an account. Very user friendly and convenient!
Freshsales has a very easy-to-use interface that helps in navigating quickly to what you want. I love that fact. It's so simple and neat. Gives a smooth experience to the user.
One of the downsides that can be noted would be the lack of support. Sometimes, things get skewed and we break our heads trying to resolve it, it would be helpful if Freshsales has a team that can quickly give support to their clients.
Freshsales helps me keep a track on my leads. When new queries come in, I can respond to them easily and quickly. I know when was the last time I spoke to a lead and when to follow up with my clients. I can write notes for them and therefore don't need to remember everything in my head. So much information is stored for every lead, it's really easy to get to the finish line with Freshsales.
So easy to use, and very organized, I also like the loading jokes.
Nothing. I think it is so easy to use and it is vital for organization staying on top of calls.
Calls/ Forecasting.
The system's ease of use is the best feature. It's the simplest, most intuitive system I've seen to date.
It would be helpful to have task reminder
I'm able to track my contacts, when I've contacted them, what the outcome was and next steps. Being able to follow-up with leads and contacts is much simpler than any CRM I've ever used. I'm also able to visually review my pipeline in an easy to discern way.
I am new to sales. CRM word had a complex image in my mind. But everything changed with FreshSales. Call and email leads with click of a button! Creating email templates and attaching files was never this easy. Also, tracking emails helps a great deal. Great work Freshworks team, keep it up!
Frequent updates. Limited settings in garden plan.
Managing sales from one software. Keeping the team on same page and building sales forecast.
The integration with Freshdesk makes it easy to see where our tickets are.
Nothing. Everything is being developed as it should be. We are waiting for the new Fresh Projects module to come out and will evaluate Fresh Chat.
We have everything in one place and our information silos are disappearing.
Simple, easy to navigate, customisable, set up work flows to automate what you need and have a clear picture of the stages and forecast accordingly.
Can’t save contacts to your phone from the app. SMS integration needs work.
In today’s busy world having a CRM that works keeps opportunities from slipping through the gaps. The one thing I love is that I can recognise when a lead or contact has visited any of my pages of my websites and I can take action accordingly. What I mean is that let’s say a lead comes in today and then goes to my website tomorrow and looks at the team or reads some testimonials then I get a notification. Boom!
The onboarding experience was very helpful. Gmail integration is a huge timesaver. The user interface is simple and information dense.
No strong dislikes yet, but I've only been using it around 6 weeks and I haven't deeply exercised any advanced features. I wish there was a way to retroactively bring an email into FreshSales, maybe via the Gmail add-on they already have.
Much better sales pipeline and deal management than our old system of notes, docs and spreadsheets. I can much more easily see at a glance the overall status of our pipeline and which items need my attention.
Manage my customers and manage my prospects with a temperature.
At this point, I'm not able to use functions on custom fields. Would it be nice if we could do some arithmetic accounts
E-mail marketing campaigns, management of all the tasks. It solves what we need
I like the immediate chat response from the other end. So the 24*7 support really helps the team as they navigate the value chain.
Sometimes the integration with Gmail can be too cumbersome. I would recommend to analysts at Freshwork to support the users over a call if need be.
Visibility about the pipelines.
I can organize my leads and also check on updates, its a great help
Freshsales is very helpful, Not much needs to be changed. Its a great system to use.
It helps with alot of the day to day business
Dashboard gives you the quick insight. Rating based leads.
Cuckoo gives constant error of websocket connection error, logs out frequently.
Customer interest in company products and services.
Freshsales has a well-designed interface that is hassle-free and easy to navigate. Great tool to use for all CRM Activities. Keeps me organised and updated from a sales point of view.
Would like to have a date order listing and alphabetical order listing search option. Not sure if that's already in place and I probably don't know of that setting.
It's keeping me very organised and because of the ease of the data entry process, I don't miss out on any leads. Tracking the process is a quick thing too.
Ease of use. Hands Down. We tried multiple CRMs (Agile, Copper, SalesforceIQ) but nothing came close to Fresh sales for its ease of use and the features. Second would be Customer Support. I could literally just start a chat in 2 clicks from within the product and would get a reply in a few minutes. I was able to set up the entire system in 2 days.
1. The Chrome/Gmail extension can be better. It gets the job done though. 2. Link Tracking - While multiple link tracking is available, I cannot determine which link was clicked by the recipient.
Integration is the key while using Freshworks suite of products. We are using Freshsales, Freshchat and Freshmarketer. The integration is so easy and useful. One example is I can manage both the CRM and the Chat from Freshsales.
