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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.
We liked that Freshsales provided an all-in-one point that users can use for all of their requirements - from data entry to ticketing systems to data analysis to collaboration. It's really convenient and fuss-free!
The plans are not customisable to cater to individual companys’ specific needs.
Freshsales helped us save a lot of time, especially on the tracking of sales. With this product, we have been able to easily extract information on a particular client. Having all the data and info in one place also really improves our efficiency! Life & time saver!
It has been an amazing experience using FreshSales. Everything I learned regarding outbound sales and lead generation was executable in Fresh Sales!
There are numerous additions I would suggest, but would not classify it as "Do not like". I am sure the company will get there.
I can track how our sales leads are responding to our email campaigns, and the tracking thereof is great!
I like the control of leads, as well as the integration with the email, that makes me be more agile
I do not like the crashes, bugs and dalys that happens eventually
Contacts and customer interests at hand
All the features are user friendly. The best part is maximum options can be answered by selecting the drop down.
App should be contain all the features that are available on website.
centralization of data and information.
Best sales crm tool i have found. Moved from pipedrive across to freshsales because of voip integration and built in workflows for automations and pipeline management. Very clean user interface, great typography and use of white space Knowing Freshworks got 55m funding gives me great confidence in future roadmap
No sms yet. Would be nice to have this communication channel added. Would also like to purchase australian mobile numbers. I use lots of other marketing automation software that has integrations with activecampaign that I am using with some workflows now. It would make life so much easier if all these products integrated with Freshsales directly.
Separating marketing leads from sales leads is great, forcing me to convert them manually to a deal helps maintain a clean CRM of both data sets. Custom Fields and integrations via Zapier are very helpful to build intelligent automated workflows Integrating with other Freshworks products (freshmarketer and freshchat) to take advantage of a deeper stack with freshworks is something I'm testing now. Has become my default recommendation.
It's Heatmap and Polls are the features we really use and find the best.
It could be more seamless in the steps one needs to follow and it could be more personalized.
It helps us in understanding customer behaviour once they are on our website and get a fair idea of the success of that page
Heat maps & Session replay . Both these features help me in tracking my goals.
unique username for same users when they visit on our website again
Reconnecting with our users when they face any issue on our website.
The integration of the CRM, Freshdesk, with Fresh Sales as well as the functionality and features in the blossom version
Too much profile fields, it would be good to choose which fields you want to add.
Converting more leads into customers as you would not always know when to follow up for payment
I really love how you can easily group different clients to strategically contact specific segments of your customer base. Creates a lot of efficiency in my day to day
Occasionally, there will be some weird laggy stuff that happens. Not a huge deal though, normally if I log in and log back out, it goes away
Freshsales is making segmenting my customer base really easy. I'm making more reveneue for the company because of my smart views
It seems to have improved rapidly. You will find that it has a mix of every Sales CRM out there in one. Anything relevant to a contact can be found on the detailed page. Your interactions with other people not in your contact list automatically get added to the leads. Each organisation is well represented as an account for a sales person to continue reselling and maintaining relationship with the people connected to that account.
Contact sync is missing. We need to rely on Zapier to sync with Google. The price starts to look expensive when you go higher up on the plans. IOS app is still not formatted for iphone X and lacks the polished look.
Distinguishing between a lead and a contact while keeping an excellent record of both. Creating some automation based on the interaction with clients.
leads scoring analysis is the best one for me. Also i like the feature of email tracking to see when its been read by prospective lead or client.
it should send an email of things to do in the morning on my email. Third party integrations are also a challenge currently but i am sure they are working on it.
leads may go quiet after sometime and follow up is a pain to remember then. freshsales helps me keep everything in perspective
It's user-friendly. The visuals are outstanding, and the configuration is fast and easy. We recommend our clients to use Freshsales. Our leads are imported to this CRM, it's a great way to explore the usage statistics of our prospects (logs in, email attachments, last imports, and if they have been contacted technical support). All of this is talking about the trails. We can see if they have used the trials or not. In that way, we can conclude if they are interested in this platform or not without even asking them.
I wish that it can be faster, sometimes is a bit slow. Also, our clients always ask for a native integration with Facebook and social networks in general. And one more thing, the comments section is a bit small and you can't customize the font. These minor details can be fixed quite fast within the next update.
We can analyze the usage of the trials by our prospects and generate strategies by the time we contact them by phone call the next opportunity that arrives. It's a vital feature to know the overall activity that they spend during this period of time.
The auto populate feature is excellent pulling information from social media and company websites
Nothing so far! Thinks it's pretty awesome
A central CRM system accessible across the business
I like the interface, it's a user friendly UI. The tunnel view of the deals is brilliant.
I dislike its reporting- the feature can be bettered by adding more endpoints in the download.
I use it for our Sales Development Team, the Tunnel View of all the deals is super helpful for my day-day to keep track of all that we're working on and the different stages of the deals for everyone in my team.
The simplicity of the CRM use on mobile is fantastic. Easy to use on the go is a priority.
Looking for additional options to integrate with our marketing automation platform so we can trigger additional actions based on the pipeline stage.
Freshsales keeps track of all our leads, contacts, and upcoming sales opportunities and integrates well with our marketing automation platform.
Without Freshsales I don't know how I would keep track of the myriad of leads and accounts in my portfolio! A virtual sales assistant if there ever was one :)
Would be great to be able to link Contacts to Leads. At present I have to create two Leads for the same company instead of 1 Leads linked to multiple Contacts.
I utilise the notes section to record all sorts of info on my interactions with customers. When it is time to re-engage them, I read up on our last encounter and it appears as though I have the memory of an elephant.
Freshsales has a lot of features which are very helpfull. It's perfect solution for B2B and B2C.
nothing at this moment, this tool it's new (2016-2017) but their development it's very fast
it's not a simple sales tool. It's complete Crm (b2b+b2c) sales tool, call center and website tracker. It's everything that a sales tool should be!
The flexibility of Fresh Sales is great, the functionality better, but best of all is the reponse and enthusiasm of the sales and support teams.
Nothing - Yet, I will report back when we have been using it for over 12 months !
Fresh Sales has enabled us to contact new prospects and leads in a structured manner with a minimal learning curve.
Simple to use, email tracking, pricing is good, easy to import data, interface with outlook emails. alerts when communications from customers are sent or emails/links clicked and opened. very easy to get new team member trained on the system, less then a day and they are using the system in full.
when i find something i send a support message and see if they will include in next release. at the moment to early to consider dislikes as it is improving our process now.
visibility across the team on business critical data. Keeping account data on customers and making it easy to see this information. building a strong sales pipeline to help with a growing business. customer support.
After trying out several CRMs most of which were built for an older generation of businesses, and were only modified to suit the needs of today's fast growing internet businesses, Freshales stands apart as a product built from the ground up with modern business needs in mind. The intuitive integration with their Chat (freshchat) and Support (freshdesk) applications are an added bonus.
They currently do not support tracking emails sent through clients other than from Fresales. A chrome/outlook plugin to track these messages sent from our current clients would be a huge plus.
We are a workflow automation platform and use Freshsales to onboard users. We use a concierge onboarding process with strong feedback loops and Freshsales helps us manage that cycle easily.
Very easy interface that integrates well with our support systems (FreshDesk).
There are still some features that need to be added and worked out but this is a new product and that should be expected.
Global access to sales piipeline and data across departments.
Reports, the app and the pipelines are the best features available in the system.
Inability to download the report chart, no option for escalating a deal/lead if it is not contacted for some time.
Trying to organise the business contacts and the follow up procedure using this CRM.
- Simple UI - Distinction between leads and deals. Your CRM is never cluttered with junk deals. - They have a free version which is good for beginners - Integrates well with other platforms.
1) Better search. Can't search leads using phone number or e-mail id. This will help us to identify the client when he calls us suddenly. 2)Every lead has to be converted into a deal manually. Please provide bulk edit options. Converting every lead into a deal helps us to have a pipeline view. 3) Leads can be assigned to people page wise i.e I can assign 25 leads to one person at once. If there are 100 new leads, I need to do it four times. Please provide an option to select all new leads and assign at once. 4) The mobile app is great. But, does not have tasks on it. I hope it's in pipeline. The app will be very handy on the go.
Sales CRM is a good way to organize and streamline sales processes
This is my first time managing a CRM package and export/importing from our old and dated CRM was relatively easy. The biggest problem was caused by poor exporting functionality provided by ACT! Once exporting and data manipulation was complete, importing old CRM data to freshsales was easy. Chat support is relatively quick and easy to use. Response time is relatively fast. Support resolves any technical issues fairly quickly. If it takes multiple steps to troubleshoot, it is fully guided. For example, I needed to pull data from developer mode in my browser and it was easy to get the information needed due the live chat support and video examples provided. Software is regularly updated with many of my requests having been implemented in the first year of use. Automation are a huge timesaver, and is simple to use without a programming background. More advanced features available through Webhooks and REST API I use it daily, and it has greatly simplified and streamlined our sales process and has made it much easier to keep on top of things.
Occasionally need to hard reload (clear cache and reload) to have UI changes propagate. (to be fair, this is an issue I have had with other web-based applications. Some basic features that I would expect to exist did not exist in freshsales. -For example, there is no built-in way to review all tasks for a group of individuals for a manager, this can be don't with reports but it is clunky and should be a basic feature of the UI in the activities dashboard -Sorting by certain fields was not possible which required a workaround using a series of automations. It was disappointing that this was missing and "not possible" per support, while I was still able to make it work without needing to use webhooks or external processing. -Automation needs more functionality involving arithmetic (numeric and date). There is no way to use automation that compares relative field values as a condition, nor is there a way to add or subtract fields outside of shifting relative to a given date. This seems possible to do using webhooks but it would be nice to have for less technically minded users. -There is no support for customer forms that allow fields in deals to update. Forms can only capture initial information to create deals but cannot be used to update fields in deals (for example, sending customers a configuration sheet for a car that allows them to add or update specific fields on an existing deal. Once again, I can see how this could be done with webhooks and an external survey form connected via API, however, a simple solution should exist. -Freshsales to Freshdesk integration has far better functionality when inside Freshsales looking to Freshsdesk. When inside freshdesk, there isn't a lot you can do with he freshsales integration options.
Tracking leads (much better pipeline system, previous CRM was clunky) Adding Contacts (used to be manual) Tracking email communication (previously required manual entry of contacts so a lot of email history was missed. The way emails are sorted into conversation and linked to records is a massive improvement) Task Management (Limited due to lack of manager overview of team member tasks, Previous CRM was terrible and almost no tasks were tracked or they were not up to date) Storing system configuration information for historical searching Collecting leads from website via forms and directly creating leads and notifications (used to be 100% manual) Automation to ensure the sales process is bulletproof and that user error or forgetfulness can be promptly corrected. (far fewer leads are falling through the cracks) Much improved search functionality makes it far easier to look up historical information than previous CRM All in all, moving from an outdated CRM like ACT! which was barley being updated and lacks features has made all things related to CRM either much easier or has opened new opportunities to streamline our process.
Customer support is fast and efficient. Also, find a lot of value in the analytics capabilities.
One downside is the lack of detailed reporting. Sometimes we want more than what the reports can give us.
They are solving the way we track deals and maintain organization as a company.
Freshsales platform is easy to use and create your own journeys and run them, You can implement as many journeys as you can and run them concurrently. We used to setup these journeys on a monthly basis and run them. Also you can integrate these journeys with mailing tools to send emails on required basis.
The only thing I do not like about freshsales is every lead gets saved as a contact which seems unfeasible as leads can be unlquilified too.
We used Freshsales platform as CRM for our product and also to run email marketing campaigns for our customers.
easy to understand sales reviwe and easy to manage sale revenue
this is not use friendly filter option not easy to apply
this is solve the sales issue easly manage the lead and cusromer relation lead utilization
As a non-technical person, the general setup to link it with our company emails and calendar on Microsoft 365 has been relatively easy. Once set up, users can mostly start using it.
So far, getting support as a paying user has been good. Prior to being a paid user (trial period) however, getting help via support tickets has been near impossible. If it was better prior to being a paid user, it could have helped us make progress faster to being a paid user.
Our company and sales team have not used a CRM prior and keeping customer records organized and being able to use them has been a challenge. So far from the adoption we can see the path to being able to do so soon.
It is very easy to use and understand. Not a lot of training needed to use the system.
Changes without notification. When you log in the will be changes to the layout.
Helping me keep track of my sales and activity pipeline.
I like that you can easily filter prospects and leads. I love being able to create documents for eSigning and easily send them to clients. I also love having saved email templates & the ability to bulk email and see tracking.
Some of the organization about Freshsales can be annoying. There are also a lot of filter options, which is both good and bad. It can get a little overwhelming.
It solves organization of leads, prospects, deals, won/lost, and customers. It solves email tracking and being able to see when last contacted. It just is very beneficial for keeping track of things and staying organized when you have thousands of leads.
