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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.
Their services are fully integrated to offer a full picture solution. Having context cues is incredibility helpful when analyzing a prospect and their knowledge of our services. Integrating the caller within the CRM makes it very easy for new agents to be trained and accounted for in terms of workload. The FreshChat functions is perhaps one of the best looking options to engage page visitors out there.
Some of their services force into a higher tier to integrate with the full solution. While it is understandable that they want to make money of your services, some of the functionality (like integrations with their own services) limitations feel forced.
We were looking for a CRM that included the whole tool set of chat, guide and Support into one. Fresh Sales now lets us coordinate our efforts more effectively by having a clearer picture of the needs that the customer at the other end of the line has.
Ease to use, nice UI and mobile friendly.
I have always looked out for a proper sorting and filtering options in Mobile app which is missing.
I m now managing my accounts, leads and contacts properly. I can easily understand my pipeline and this have resulted in increased performance.
- Freshsales is easy to set up - It is perfectly integrated with our Calendar and Gmail Account - Highly Customisable - Pipelines are extremely useful and visually friendly - Complete Support and Knowledge base
- The whole Prospect-Customer-Account setup is a bit complicated to get used to at the beggining, however the Onboarding and materials provided are detailed and helpful
- Contact centralisation - Record of contact interaction - Lead scoring and nurturing - Sales status follow-ups
It is a complete package. I can do email sequence and every other thing any CRM could possibly do. Also, it has great linkages with other Freshworks software, which truly makes it a great software.
I would ideally like the support to improve a bit more. Faster responses would be good.
I am solving the problem of managing all my leads, managing deals. Also, using it for email outreach and so forth.
User friendly UI. Its very easy tp update the data. This motivates my sales team to actually work on the crm and keep it updated. Reports and Analytics is great. Also the integration with Freshcaller and Freshdesk works like a charm.
API integration is not great. I cant update a contact with a single API request. I need to have the Freshsales ID to update the contact which I can not maintain at my side. This is the most basic feature available in almost every CRM.
Team Sales review, Performance management, Deal tracking, Email sync and sales status tracking
Tracks all key information, easy to use!
The system can sometimes be a bit laggy.
Acquiring leads, it has made it very easy for us to track the progress of acquisition. Holding account details
We have been using Freshsales for somewhat more than a year and experience has been nothing but great. Its very efficient in terms of lead management and has recently become useful in maintaining our clients too (from payments, membership statuses, contact information and so on) making it easier for our employees to keep track of active and potential clients on one platform.
There is nothing that I dislike at the moment
It helps in maximizing sales efforts and making them more systematic
The built in functionality with gmail and customizable reports.
No simple integration with LinkedIn is frustrating.
We can properly track and predict our leads efficiently with FreshSales at a reasonable cost.
Freshmarketer is budget friendly and user friendly. Being able to see how our users interact with our site in general and specific pages particularly has been tremendously helpful.
Trying to explain to others how to use it.
Being able to tweak little differences like color or position of the search box to testing totally new page designs, landing pages, forms, etc.
We love that there are so many integrations with Freshsales. The CRM is also very intuitive and I like how leads are incorporated (instead of just contacts). It took me no time at all to learn it and get up and running.
I wish the deal section had its own page, like a company or contact has, not just a slide out window. Not exactly sure why this isn't a thing.
We use it to demo our integration with Freshsales. Our users love how easy the integration connects with Freshsales and we always recommend using it!
1. I like the various template available in Freshmarketer. 2. The session replay, heatmaps help to analyze my website. 3. A/B testing helps to optimize the website. 4. Polls and feedback help us to engage with the customers. Overall this is the best product for email marketing with some good features.
Honestly so far there is nothing that I dislike about the product.
With the help of freshmarketer, I sort out my user behavior and improving the user experience.
Frehsmarketer offers combination of CRO and marketing automation tools with very economical price. Installing is easy and the UI is very straight-forward
Nothing much to dislike. The pricing when combining other Freshworks products with your Freshmarketer could be more easily visible.
We use it to increase conversions by tracking user behavior and finding out why they are abandoning carts etc.
it has a ton of different features and integrates with the rest of the fresh products
kind of a learning curve, but thats mostly because i am brand new to this
everything is in one place, i can test and see if my markeint efforts are working
Freshsales is user friendly and supports are always ready to help.
I guess the email of leads being not unique gave had me a hard time.
I was just synchronizing my leads from my app. I haven't used the other features yet.
Time Management and handling client portfolio. It is one of the best CRM software I have ever used. And integrates with my email box. That helps me save time of logging down all the conversation for the new client I am creating
Missing domain integration with company, it this can be done it will be really helpful
Client Portfolio. Timely reminders and funnel management is very useful It is one of the best CRM software I have ever used. And integrates with my email box. That helps me save time of logging down all the conversation for the new client I am creating
Easy to use and provides quick ways to see communication with leads and existing customers. It's very simple for us to enter a lead and convert to a customer. Also like the integration with other third party products.
Easier to use workflows and better integration with O365. Pipeline view gets a little difficult to use when there are a large number of deals.
allowed us to discontinue Dynamics CRM in house and move to the cloud for lead and contact management.
You always have reference as to history, contacts, tasks, emails, to dos all in one spot.
In the beginning it did require some getting used to as does anything new.
When you are working in tandem or absorb a customer the history is all there.
Freshsales accommodates a lot of tasks on a single screen. It gives you a deep idea about the customer and helps us take actions faster. The workflows help us automate our tasks and help save a lot of our time. Our sales staff has been more productive since we have switched to Freshsales. The interface is also very simple to understand. I highly recommend Freshsales CRM to everyone.
We are a real estate firm and we use lot of different social sites for Lead Generation. Especially Facebook, but Freshsales still doesn't have a direct integration with Facebook Leads. We have to subscribe to third party providers like Zapier for sync Facebook Leads on real-time basis. That's the only thing I dislike about Freshsales.
We have been using freshsales CRM to digitalize our sales and marketing efforts. It helps us to coordinate with the team easily and keep everyone updated about the leads and contacts.
Freshsales is very intuitive and user-friendly. It's really easy to use it and gives me the capability to have everything on track.
Sometimes the website takes a little to load the page and it contents.
I had a centralized why to co-relationate all the data about Clients, Leads, Deals and Accounts. Also, I'm able to do a full tracking on the meetings, emails and calls exchanged. Also, all this data is used to produce charts in order to understand all my activity.
The interface of Freshsales is really awesome and makes the whole process of sales tracking easier and fun. UI is intuitive and easy.
Few of the obvious workflows like allowing the customer to see his daily tracker are not available. Metrics tracking should happen by default.
CRM. Tracking customer conversations. Email campaigns.
Since we implemented Freshmarketer we were able to track the interactions of our clients and take actions into improving both our UX and UI. It is really easy to use but don´t let the simplicity foll you, Freshmarketer has enough functions and capabilities to take your gwoth and marketing department to the next level.
Don't really like the new design, the older one was cleaner
Customer behavior tracking, communicatios, NPS polls, what UI/UX aspects to improve
Very user-friendly platform, widely customizable and varied in available features.
In some cases i get some bugs or errors when i want to upload some type of information of great magnitude on the web, but nothing serious.
Automate many procedures that were previously done by hand!
Functionality, easy to learn. I really like having all my leads/contacts in one place, with all their information included.
Sync issues with email. Often a lead/contact shows no conversation history, despite there being multiple emails that should be synced.
I returned to a sales position after a few years out of the business. I had never used a CRM before. Freshsales was easy to learn and has a lot of great functions. The benefits I have realized are greater organization, streamlined information, and a great way to track leads/contacts (no more pencil & paper!).
That you can see the communication across different channels. If we have a contact that comes in through the chat, or sends an email to support team, they will see if there are other conversations that happened on different channels - like with the sales team for example. The fact that this is not a required feature of every sales/support software today is purely due to the difficulty in designing something that needs such variation in user experience and also requires clear organization of a large amount of data. They do a wonderful job.
The inbox and email templates in freshsales could be improved. They are not as organized as the rest of the system.
We send thousands of emails as part of recruiting vendors to work with us, and we also have hundreds of thousands of customers contacting us. Freshsales keeps it all organized and allows us to do everything we need - from bulk emails, to creating individual support tickets (using freshdesk connection), to easily segmenting the different contacts - there are a lot of benefits.
1. Delegating tasks to the team, Monitoring and tracking team activity & performance, Accuracy and increase of sales forecast and Identifying neglected contacts in the database
When deals are loaded onto the system and we add an expected close date. When we exceed the due date the deal automatically goes rotten. Is there not a way we can remove the rotten status as some deals do generally take longer than the expected close date.
Team tracking and performances at this stage as well as sales forecast. Also nice way to monitor reps pipeline.
It is very much useful tool for specially sales team becuase they can easily manage their leads contacts mail following up with it.
All are okay no dislike for Freshsales. Happy with it
Email Integrate Call and message Sales leads and contacts
Simple de manejar y flexible para poder modelar los procesos tanto de venta como de negocio. Puedes crear campos personalizados que te ayudarán a controlar los aspectos más importantes de tu negocio.
Lo que menos me gusta es que no puedes tener una campo ID de cada oportunidad lo que hace que te tengas que buscar un poco la vida para poder realizarlo. Al final nosotros lo hicimos con su potente API.
Herramienta facil de manejar donde todos los participantes tienen su información y colaboran en su trocito cada día, disponiendo de toda la información en un solo sitio.
Email and process automation are so easy to use and well-integrated. Customer service is very competent and available 24/7 Integrated with Freshdesk, you have a real 360 view of your clients
The number of emails per day is limited, so you can't do mass emailing The interface is sometimes a bit slow to refresh and does not do it automatically
Clear tracking of our customer opportunities Integrated with Freshchat and Email automation, the overall customer engagement has improved tremendously, resulting in a closing ratio going from 15 to 35%
Its is very helpful on keeping track of all your sales and leads so that you'll know how a deal is doing.
none. everything about fresh sales is pretty good.
Less time consuming on keeping track of your sales
