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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.
ease of seeing nwhere your deal is in the process
not being able to see all info from each screen, when i have to add numbers to a deal i have to go to deals or contacts find the right screen so that edit bar shows up with info i can then add numbers.
love it, ease of use between deals and easy drag and drop is great!!!
Starting my new position, one of my questions for my interviewers was "What is your CRM solution?" I got a grin in return, and then they told me about Freshsales, which I had never heard of before. With a support-heavy, and sales-heavy background with many companies over the last 15 years, I've seen a LOT of CRM tools, all the way up to the big bad Salesforce. While Salesforce can do an awful lot, the train-up time for that beast is ridiculous, and there's more 'work-arounds' than actual 'working' much of the time. I sat down with Freshsales with no documentation or training, purely for the purpose of figuring out what I was in for. One day later, I've not only got a workable solution for how to work through my predecessor's backlog, and it's sorted, with customization options already spinning in my head to try. One week later, simply clicking through the options make it clear how to do something, without even needing extensive manual reading, even though they're there for me.
The only real dislike that I have is that I was unprepared for having something so intuitive in design. I had a hard time adjusting to things being simple, and keep finding answers right in front of my face when I'm used to slogging through submenus and options to find a path to what I'm looking for.
I took over a position that had been neglected for months, resulting in a backlog of leads, contacts, and interest in our product. With 0 training on Freshsales, I quickly found multiple ways to sort, contact, and track things the way that would work for ME, and I've realized that this is going to make training someone else 100x easier because it works with MY workflow, not the other way around!
The trail is great and offers the user enough time to access and use all the features of the platform is a truly simple user experience that builds confidence and effeciencies.
I feel like the browser and app versions of the product could be a little easier to interface between as far as getting the business card scanning setup done.
Qualifying leads and managing the sales process between a small team that don't like admin
Freshsales is a strong balance between a hands-on and a structured approach giving enough profound data, while being fun to work with. Great support and continous development
- Deals are still quite basic, especially when it comes to different products - Confusing that contacts (as converted leads) still have lead score highlighted in the interface
- Managing sales pipeline - Contact management - Building history
The ease of use and how well it has integrated to our system.
The desktop interface can be better or easier to use.
The up to date reporting of our sales team, it has taken the need for daily status reports away.
Configuration and usege is very intuitive and the user interface is very friendly. The free version is very useful for small companies that are starting.
The lack of tool for mass mailings. It would be good to have more options to make graphics
Start with the habits of registration and control of sales opportunities for marketing equipment and accessories with sales executives.
Of all the CRM's I've tried, Freshsales is the closest I've seen to the robust features of Salesforce, without the price tag and implementation efforts of SFDC. I love that it has a great leads to opportunities process and great built in fields. Overall it is also very well priced
I would like to be able to customize some of the custom field names so it can work better with my Segment integration. Certain names in custom fields are not editable therefore segment doesnt sync the data I need. But I've been told that this is getting changed soon Some more custom report capabilities would be nice as well.
Tracking 500+ new sign ups per month gets tough. I had trouble finding a CRM that separated Leads from Opportunities and allowed me to track them separately but also convert them in the way I needed. Pipedrive and Base just didnt cut it. Freshsales helped me put the right process in place for my SaaS sales process.
We love working with freshsales. We like the features, the user friendliness and the look and feel. Its customizable and very easy to work in. The pipeline flow is really clear, and the prompts to set a task for each deal keep us on the same page as a team and encourage us to move the deal forward
There are just a view settings which can use some improvement but nothing major
My sales funnels are monitored.
I love how sales and support can track opens and clicks of emails. That gives us insight into how best to follow-up with customers. I also love the interface - how everything's so simple and clear instead of complex and confusing - this is great for our sales and support team that can't spare too much time getting info everyday.
Nothing really. The tool has everything we need.
It's neat to have a place to store info about leads - a complete picture with LinkedIn and Facebook info. Helps when making important calls and aids conversion and retention.
Pipelines and Scoring System , Email capability along with tracking
few customisation , but Support team is good
Sales pipeline and Tracking
I like the fact that it is easy to use and very user friendly. I was quickly setup and could start managing leads, contacts and deals. For a startup company like ours Freshsales really helped us with an easy solution. I see a lot of options that can come in handy as our business grows.ddd
It would have been nice to have some reporting on the free version as well.
Managing my customers and deals Later I would also like to use the campain features
It has made tracking leads a lot easier for us. And the UI is also easy to use.
There is nothing in particular that we didnt like.
Tracking leads and the communication with them.
There are two things that I love about Freshmarketer. First, they better solve for my needs as a marketer than other solutions. For example, their heat maps are dynamic and track elements that you can interact with such as navigation and accordions in a way that I haven't seen anyone else do. Also, the heat maps are built into the a/b tests (awesome!). Second, their support team is super responsive and takes our input to inform their roadmap. So in areas where they don't quite yet nail it, I'm confident that they'll hear us and make the necessary updates.
The system doesn't store old heat maps. Meaning, when the page changes, the old screenshot is lost since it's updated to reflect the new page. I'd like a way to store the old heat maps for comparison. Right now, I just have to remember to download them before making any changes.
We are now running all of our A/B testing through Freshmarketer. We get a lot of visitor insights through the polling. And see how visitors interact with our pages with the heat maps.
We love the ease of customization and the way that the team at Freshsales is always available for a phone call with any tech issues. The pipeline flow is really clear, and the prompts to set a task for each deal keep us on the same page as a team and encourage us to move the deal forward. They continue to add more features, which has been great for us as we continue to get more functionality for the same price.
I think the only challenge that we've faced is that we sometimes have redundant fields that show up on the display, and some glitches with the Quickbooks integration. We'd also love more of a colour cue when a deal is stalled in a certain stage. Some other things that we needed weren't built in (we sell products and services) but we were able to make a work arounds in the program so for the most part, it does everything that we need.
Freshsales has really helped us to improve our communication as a sales team and to track the emails and information that we send to the client. It's a great product for our small business, and it looks like it will be really strong for us as we scale.
We are an early stage start up. It took minutes for me to sign up and on-board. They do have some very cool features such as email and phone integration. i was also pleasantly surprised when it enriched my prospect information by automatically populating publicly available data
So far i havent experienced anything negative to write about. There will always be scope for improvement in any product.
We use first sales as a CRM application. Its too early to comment. Ease of onboarding and usage are the benefits i have realized so far.
The invaluable user insights are key. A+
The agnostic approach to website changes.
Fresh Marketer provides great insight into how users are actually using sites. Instead of using industry trends from other sources, I can speak directly to my clients' users on their website(s).
The Session Replay functionality has been really helpful to catch hesitation points and to pin point user flow. FM has recently updated the search function in the session replay and its been very useful. With the form analytics tool I've been able to pinpoint questions where users are dropping off and causing confusion.
The tool is pricey month to month, but you can get a better deal when you sign up for an annual plan. Some of the analytics reports could be rethought to show a better visual interpretation of the data.
I've increased conversion rates and recognized UX changes that need to be made in the websites I'm managing.
We like: - Auto enrichment of customer profiles - Email tracking - and Deal pipelines
Converting leads to contact is a bit cumbersome with many additional steps.
Keeping in touch with our customers via tasks, reminders etc. Tracking our deals on the deal pipeline
Club 2 URLs in a single step in the funnel. Heatmaps with click percentage shown directly above the event/content/section.
Should have an advanced account based attribution feature Should work simplifying a few features
Funnel analysis and overall user behavior
we use Freshsales to keep track of contacts and leads. The automated lead scoring system and task assignment functions became my favourite by far
Not being able to use the VoIP function on my Andriod phone was disappointing. This may have been rectified via an update by now.
The efficiency gained by simply being able to see a lead score has helped to make sure everyone on the team knows exactly who to call and when.
The ease of setting it up fast and easy. The interface is very clean and a breeze to navigate.
Not intuitive at first. Limited options.
My team needed a fast and clean way of following up with leads. Also, the lead scoring allows me to see very quickly which leads are being responsive. I also like the way that it integrates with Fresh Desk.
Everything just works and the automatic rules for scoring and updating leads reduces the need for manual input.
I wish that when I sent a mass email to multiple people it would give an option to customize a few of the emails.
Keeping sales organized
The product is easy to use, and fast in the app.
Lot of variables, Can improve this by better understanding the Business you are designing the product for.
In time status update. In time access to the records.
Easy to input and manage information/contacts
Layout and filtering options not always optimal; very difficult to "share" leads/contacts/deals with fellow employees.
Easy tracking of clients/deals.
In freshsales, the userface is incredibly dynamic and
Nothing, everything works smoothly. Almost too interactive.
We are using freshsales to maintain a detailed pipeline of clientele interested in acquiring homeowners insurance.
Gives me the opportunity to focus on my sales. Using it, I save my time and resources, automatically assigning potential customers. I can easily paint tasks and meetings, while receiving notifications via e-mail. I believe that these are powerful and useful tools that make your business successful.
Sometimes it works slowly, I would like it to be a little faster. In addition, our customers are asking to establish integration with Facebook and social networks. And I also want to increase the comments section and the ability to customize the font. These small minuses can be fixed quite quickly in the next update.
I have the ability to send bulk emails to potential customers, import and manage large lists, and customize data fields and work with email templates. I can also respond to client and prospective emails right inside the CRM.
The ease-ability, UX, and the Sales Campaigns feature.
The workflows are a bit hard to get use to / figure out at first.
Having all of my Sales efforts being done in one centralized place.
Very simple to use, more and more integration and a great customer support
No integration with Freshservice (it's the same family, please resolve it!)
We need a CRM for our company
Speed, Account view, contact history, interface
Tasks and task allocation, calendar, integration with Mailchimp
Tracking and allocating accounts, moving deals through stages
We have a very unique business and way of managing accounts and generating leads, FreshSales has helped us every step of the way build a CRM that best works for our company's needs. We have scheduled a number of calls with the support team at FreshSales who have been very polite, professional and helpful at answering all of our questions on data migration, updates, and even incorporated new feature requests. Overall, I'm very impressed with their product!
There is nothing specifically about this platform that I do not like. Our company has had a number of challenges finding a CRM that best suited our needs, and of all the CRMs that we tested, FreshSales by far met more of our needs than any other platform.
FreshSales has helped our company manage incoming leads, track prospective accounts, and measure conversion rates in a streamlined and simple process.
