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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.
Discover the best leads,Boost contextual engagement ,Manage multiple pipelines,Drive deals to closure, and Nurture leads and existing customers
Nothing as of now, all are useful for customer
Event Tracking,Advance Reporting,Built in phone and chat,deal management system
Friendly Dashboard Tags & Lead stages Easy of import & export Bulk email features Reports Other powerful features
Hmm, nothing as such. The reporting could be better.
Leads nurturing Sales management Centralized database
The most liked feature is the interface
Task should get updated automatically after the call ends
Easy sales funnel, sales activities customer activities
Have used several CRMs but we choose freshsales because of how it looks and how easy it is for salespeople to get through.
Feature restrictions in plans. For e.g. in our plan we get reports but we can't clone/duplicate a report.
Making it easier for the sales team to find inbound leads, talk to them, track activity and close them.
Gosto a praticidade que ele me gera no gerenciar todo meu trajeto de vendas. Desde a prospecção, nutrição de novos leads, e todo o processo de vendas, pipelines, negociações, diferenciação de moedas por produto. Isso facilita a vida do comercial para que tenham mais controles sobre seus possíveis fechamentos no mês.
Sinto que ele tem um leve delei no carregamento de algumas funcionalidades. Principalmente quando importamos novos leads. Acho um tanto quanto complicado esse processo.
Hoje consigo resolver e centralizar toda a minha área comercial dentro do Freshsales. Minha operação está dentro dele, desde prospecção, até o pós vendas. Ele é super completo e posso centralizar todas essas informações dentro de uma única ferramenta. Sem contar das métricas e relatórios que ele entrega.
The sales module has all the required functionality to carry out the outbound sales activity.
The support takes a long time to respond and resolve the query. If they improve it, the overall user experience of the product will increase many folds.
We were able to automate all our sales activities with Freshsales. The product provides a holistic view of what's happening within the organization in terms of marketing and sales.
The ease and efficiency of using the CRM is what I like best. Functionalities are super straightforward and pulling out data has never been easier.
There is nothing much to dislike in my personal opinion
Messy, decentralized data is now segmented, making it easier for you to extract relevant data exactly when you need it. This increases sales productivity and efficiency.
Basic and very much planned, while still incredible and exceptionally adaptable. Simple to set it up and the preparation for the outreach group is extremely short. We've recently begun utilizing Freshsales and are extremely content with its straightforwardness yet power.
I Cannot blame the item yet. Since the item is in the underlying improvement stages there are some minor issues which the tech group referenced that they are chipping away at it to redress.
The Fresh set-up of items positively has given some efficient answers for us. Convenience and part of mechanization.
Everything is simple and it's placed in a logical way. Love the fact that I have it all, not for closing the sale, but to raise interest in something, to create the opportunity to sale, having both the CRM and Marketing features. Love the tips when the page is loading.
Support, not having the info up to date.
Follow up of lead's life cicle. The learning process in employees have been reduced significantly with this software.
One of the features that makes Freshsales amazing is their simple notification tool, so you can stay up to date and follow up with your contacts on time.
It didn't happened to me but I heard that I cant import data from Excel
You can integrate your email into Freshworks so that all incoming and outgoing emails are logged. It connects with your mail, so all conversations are synced – you can send (and even schedule) emails from the dashboard.
Its intelligent way to score leads n deals
Creating analytics are not that intuitive
We didn't have a complete view of the deals we were creating, also we had the need to help the team be more productive as they were spending too much time adding call notes and analizing the leads and contacts for its conversion into deals. Also, as supervisors, we needed a full view of what was going on with the team in terms of their account follow-ups. We got that with Freshsales.
The support and user area also this CRM is so friendly and best part is that the Freddy make our work easy
My main concern is about pricing because at Freshworks products as expensive
Previously we use salesforce but there the CRM is so complicated but here at Freshworks we can have our customers 360 view about his leads
Considering I purchased this software for myself to start with, it has been perfect to scale with. From the excellent features, all in one solution (marketing/phones/crm/chat/whatsapp/website integration) to the absolutely outstanding service when I need help.
Honestly, the only thing I could say is support available on a Sunday. I understand this is probably a option not many need. I also will add the support I need or have needed has been through no fault on the software. It has always been me trying to learn stuff, change integrations, and inpliment complex setups for my use case. (Various staff have always been fantastic at helping and have been very prompt). I feel I take way to much value compared to what I pay for the service.
As above, the complete solution allows me to be able to manage the whole infrastructure of the company with ease and importantly also completely mobile.
Easy, intuitive, and elegant. By far the best CRM I've ever worked with.
I haven't figured out what I didn't like yet
organization, cycles... there are so many things that my memory is lacking
campaigns and relation of company and customers and the integration of whats app in your chat
nothing to tell, this software is amazing and easy to learn
Sales, campaigns, marketing emails, and WhatsApp integration with chat pipelines on deals
A facilidade para manusear os contatos de base e leads, bem como os disparos de email
pequenos bugs eventuais que as vezes atrasam a ação
Facilidade para contatar clientes, gestão de leads, dados precisos e claros.
This is simple UI that is easy to navigate and use.
There are small things that I wasn't aware of that came up, but were solved. For example, if you leave a space after a name, that because part of the "name". When composing an email and leaves a space before a comma. They're support team is difficult to reach sometimes, it's all through via chat only.
Marketing and selling to my clients
I love it's reminders for easier and prompt follow up. This provides best services to offer your clients and fulfill promises of calling them back. reporting dashboard looks quite okay and it's easy to use thus, not complicated.
Their limited integration and online document storage should be expanded.
We used it in sales campaigns and it really worked well. I would recommend it to anyone without doubt.
Freshworks handles many integrations with many applications which makes it much easier for us to manage it, as well as the use of calls and calendars. We can automate the onboarding of prospects and new leads. It is useful both for the sales channel and for communication with customers, making the process automatic.
They have a rather slow and deficient customer service, we had a problem at the time of the initial configuration and we suffered a lot since the technical support solved the problem after two days, which shows us that the response process varies from 10 to 15% of effectiveness.
We were able to maintain customer management in the sales department efficiently through lucrative web projects shared by our company. We were also able to integrate some applications for customer movement through the channeling of relevant notifications that are essential for their use.
I really like how Freshworks is combined with database administration and how the various aspects of the database are generally related. Fresh Sales offers an integrated bookmark, which is an effective tool that can be bookmarked and used as a way for customers to find it. Fresh products are very good at predicting an important event. By assigning scores to each potential customer how many times and how to contact them, I can see at a glance how hot or cold the sales leads are and where they are in the buying process.
For the types of reports that can be run, I think Freshworks can use Five9 or Call Fire type courses. I hope that Freshworks will be more intuitive in some aspects of its graphical interface. I think that if the outgoing phone tool is a true predictive dialer and allows me to load a list of numbers and simply press a button to tell it to disappear, my work will be easier.
Our company uses Freshworks as the single point of contact for the entire database of potential customers. We use it to store all customer and account information, and this is the tool we use for all calls generated by prospects. From the initial point of contact to the entire sales cycle, I can track leads and then, when they become customers, I can use Freshworks for all orders and account management. In addition to the mobile application on my mobile device, Freshworks should also be one of the most scalable and powerful sales tools I've used since Salesforce.
In Freshsales CRM ,It is Simple to handle and flexible to model both sales and business processes. You can create custom fields that will help you control the most important aspects of your business. Easy to use tool where all participants have their information and collaborate on their piece every day, having all the information in one place.
What I like the least is that you cannot have an ID field for each opportunity, which makes you have to search your life a bit to be able to do it. In the end we did it with its powerful API.
it is convenient to send a lot of letters using the samples, it is convenient that all contacts are saved and you can see the history. And convenient systematization of contacts and correspondence history
From Freshmarketer you can import customer databases even if they have been created in Microsoft Excel or some other external service. It has its own section for noting dates and schedules, as well as a detailed system for creating tasks.
Freshmarketer's basic plan does not have a console to cover multiple sales, which has pushed us to opt for the paid version, with which we can also use an unlimited number of tabs (this cannot be done in the free version of Freshmarketer).
From Freshmarketer it is easy to integrate with various eCommerce services from which you can track sales campaigns. Now it is possible to work with more dynamic analytics where I can manage tags, online surveys, and audience targeting.
In Freshmarketer it is possible to get analytics of almost everything that happens at work. This includes sales elements, customer behaviors within the web page I work for, the conversion rate of customers from different dates, and much more.
Freshmarketer does not facilitate the implementation of marketing strategies for social networks. By this I mean that, if it is totally possible to collect data from the networks, but it does not have functions to carry out studies on them correctly, so you must use other software for that and import the data into Freshmarketer.
Freshmarketer's responsive design means that we have no problems when working using it from cell phones or computers, which was not the case with the tool I used previously to detail and analyze sales results. It is a great relief to fix this issue.
The interface is clean, intuitive and easy to use.
I haven't found anything that stands out as a negative yet.
I keep my contact and account info up to date. I keep my deals moving forward.
All the features are great. Works super nicely with freshcrm.
Price is on the higher side. Could be more reasonably priced.
Journey based marketing and nurturing
Very User Friendly Interface, finding leads seems very easy, fast UI also, good experience overall
I cannot filter my leads based on the followup tasks on a particular day. still this issue not fixed
Creating Leads, Followups, Converting the prospects, creating deals, maintaining pipeline
An amazing UX and UI, really easy interface and navigation. Also the clear pricing service, other CRM are complex and expensive when you want to achieve more things.
suite integration is not as easy as it seems. But maybe is also that i am new at Freshworks.
We have a lot of databases from different sources of potential customers, we integrate all of them and collect new data directly into freshsales, really easy and seamless.
Freshsales CRM is indeed a very stable and skilled technology, as a retailer it is very helpful to be have a CRM solution which makes my lives better the with customers; it organizes the all details of the customers in "Excel" documents in a correct manner. It also has a spotless and very intuitive user interface, which is very healthy for individuals unaware of this type of application. Freshsales also has great support team; any issue that arises for me would be attempting to fix it in order to boost the customer experience as easily as possible.
I can't say definitely negative things about Freshsales CRM to this day, I have had many fantastic experiences, in either support or even with the channel as a whole, it works really well. It's clear that at present, this isn't really a industry revolutionizing platform; it has little innovative to bring. The only thing I don't like too far is its elegance, I've tried other related applications and they're offering more things, so if you're searching for a career, that's the best choice, easy, straightforward and clean.
Quite much in our business we use this method to analyze data on our consumers and assess the success of each program introduced, through this method we are already able to modify the service we provide to any of their consumers in a very creative way , helping us to achieve the required outcomes.
With much property I can highlight the most pleasant of freshsales, which is within the numerous tools of computer management that contains its programming, such as sales management, email marketing, sales forecasting, progress monitoring, team management, content management, distribution of tasks, evaluation of potential customers, monitoring of interactions, marketing in social networks, attracting potential customers and structuring action plans against possible operational failures, being this material of great support to achieve the desired results.
If of the negative aspects of freshales we speak, it is possible to be mentioned that its programming contains a remarkable failure as far as its system of implementation of operating plans, that they look for to track, to identify, to stop and to eliminate all the problems that are contained within a computer science structure, costing their reputation and credibility to him, when not being able to always fulfill this great task to guarantee the obtaining of the best results within the programmatic part of a company, without being able to offer the pleasing experience that normally offers this particular program, reason why this failure must be counteracted and eliminated completely so that it does not continue causing damages in programming.
Above all, I want to mention that the use of the freshsales service, for me represents the evolution of management systems, which enhance, manage and achieve the best results in terms of financial and advertising part of a company, offering the greatest tools for improving digital computer systems responsible for positioning brands and services and increase their business operations, hand in hand with the skills of its employees and the large number of tools that a system of this type can provide to carry out all tasks that can be of great help to the organization.
