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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.
Follow up of customers, tracking information, sending mails en making phonecalls is very easy. You also have a good overview of all the needed information.
The trader lead score is not always accurate.
following up customers and tracking information.
Easy to use, easy to learn and easy to populate what I would need.
The less availability of customization which is, however, being improved day in and day out. I would still prefer a faster rollout of these features.
Sales Funnel Forecast, understanding the sales projections, Lead to demos given, MQL inflow and SQL Inflow MOM
UI is great and easy to integrate. Also, integrating into our database and other applications has proven to be pretty straight forward. Keen on seeing it fully rolled out and stabilized in the coming weeks. Easy to flex / fit to our business process needs.
I'd like to see if there was any discounted pricing. We use FreshSales / FreshDesk / FreshTeam and are a social enterprise focused on Agriculture in sub-Saharan Africa. With other applications we've been able to get a bit of a discount and as we scale this up I'm a bit concerned on cost, especially as we add more and more agents.
Management along customer life cycle and linking to other applications we have running centered around a single source of truth has been very helpful. Integrations with Facebook and our VOiP application is making managing our customer base much easier and giving us excellent visibility.
We realized that it has many advantages because it allows us to track our processes, monitor and follow clients to carry out any negotiation, also through emails we can communicate and address our potential customers, we can make phone calls in an effective and direct way to each user , has good reports to visualize each step that has been made with this software, customer support is effective and fast, it is easy to manage and perform the typing.
The weaknesses of this software is has many restrictions to make some change of our whim, we can not edit the alarms, to export is difficult, it lacks some functions to be complete and more profitable.
For us it has seemed very good software, it is easy and our administrators think it is great because it organizes and facilitates having accurate and timely information, it is a truly attractive platform for the administrator, it allows us to quickly carry out our sales and processes to execute
Freshmarketer we like for its excellent testing tools for landing pages. It should be noted that its A / B test management is completely customizable according to the information we want to collect. We really liked your sales funnel analysis tool, with which we can include all kinds of information about customers inside the funnel. Freshmarketer is excellent for segmenting sales campaigns.
We do not like its term mapping tool, since you can not create comprehensive maps. Its radial mapping tool takes too long, as does its territorial mapping tool. It does not do document mapping correctly, and it does not allow us to create maps "for science". We also do not like its function of relevance analysis of metrics; does not offer enough options.
Freshmarketer has turned out to be a rather ingenious service to handle visitor conversion rating optimizations. It has also helped a lot with the targeting of audiences, and with the management of surveys. In conclusion, freshmarketer serves a lot to get customers quickly.
As we were managing this software, Freshsales has excelled in effectively doing the tracking and tracking to make a timely sale. Through this software has driven our production, since in a short time makes its processes effective and timely, it is a high performance software, easy to feed and store data so that our sales are safe and efficient.
The disadvantages of this software may be that it lacks many functions, they must add more functions and tools to lead to an efficient and timely optimization, its interface is simple, its main task is to improve its interface to make it more striking and pleasant for administrators.
Freshsales can be said to be practical, with good functions, its traces are effective, it can make calls and send corporate emails, it allows us to organize our clients and to analyze potential clients.
Its multiple functions and applications and it is of great help to me and my team, the excellent A / B testing tool and the sales funnel even more. We save a lot of time which is an advantage to my company, the Chrome extension is great I can not complain because creating and managing campaigns directly from the browser is another level.
Freshmarketer is expensive, the free plan is very basic is not what I need, as marketers, we like to save money. We are aware that these tools must be expensive because of their quality, however, it does not hurt anybody to save money, otherwise it is very useful for my company.
It is a powerful tool, we have done very well with A / B tests, split URL tests, and funnels. The company has better understood the behavior of users, and has many features to experience, great documentation and its interface is nice.
We identified a progress through this software, Freshsales has been an essential strengthening for this company, through it we monitor our sales, we also identify potential customers to run our corporate businesses, it is new and practical because we can send emails, make calls, phone conversations, very timely, their traces are effective, it is agile to perform any operation.
Disadvantages would be the interface, it is very simple, they should improve it a bit more, when it is opened by means of Android mobile devices it is very slow and sometimes it does not open, they should make a light application to be more practical when driving by mobile.
Our company is pleased with this acquisition, this software, despite the little time that has been used, has greatly strengthened our labor management, making our sales very timely, we are happy to have this software, it is very complete compared to other software similar, also has a simple interface that makes it easy to use.
We are firmly with Freshsales, a software that has helped us to effectively track our sales processes, it is good software because it analyzes and constantly monitors our potential customers, is quick to perform its operations and functions, we can send emails and that makes it more attractive for us, making telephone conversations is a great thing, it shows us the advantages of identifying opportunities, it has good reports and analyzes of our clients, it is a potential software, that we can recommend with our eyes closed.
The weaknesses are few, exporting information is something that does not allow us to do, its interface lacks more work to make it attractive, nice for administrators, it does not allow me to modify the work systems of our company.
Positively it is a software that has contributed to our development, it is act and functional, it is opportune for the business processes, it is practical, and it is left to manage, it solves what we need, suitable for these types of tasks.
I like the very quick and helpful support a lot. Also the usability of freshmarketer as it is very easy to use. Clean interface good as well
The heatmaps doesnt look like they are correct. I am sure they need a bit of some more extra work. Scrollmap doesnt look like its correct. The %-numbers sometimes jump from 30% to 20% and back to 30% when I am scrolling down the scrollmap. How is that possible? Also the heatpoints jump down when I scroll down the page and are placed incorrectly
analyzing customer behaviour. we get better conversion rates through ab testing with freshmarketer
Our company is assuming a challenge to optimize its functions, for this reason we acquired this software, as it was implemented we saw the improvement in terms of our sales as it is being managed in an organized way to our customers, it is a complete software, easy to use, performs very optimal follow-ups, offers a good technical assistance service
One of the shortcomings of this product or software is its user interface, they should improve it, it is very basic and should change its appearance, it lacks more features to have a better service, it does not allow uploading files in bulk, the alarms are not custom
It has been very helpful, it immediately tracks our relationship with our current customers, it is a good product that has streamlined our work, saving money and time. The synchronization of the activity helps us to keep track of the problems that our customers have had with our products.
Very easy to setup, beautiful UI at a fraction of the price of some other CRMs
Some stupid limitations like the inability to download recorded call files and the inability to upload all file types to contacts
Very organized since day one of launching the biz
Primarily this software has driven our sales, through its features has organized our customers, is a complete software, easy to use cash for the monitoring of our processes, offers an excellent assistance service, has the ticket system where they offer them by chat and by phone
One of the shortcomings of this product or software is its user interface, they should improve it and change its appearance, it lacks more features to have a better service, it does not allow uploading files in bulk, to export presents problems, low quality with its interface, very basic reports the alarms are not personalized
It is very practical for its use, it has allowed us to expand our clients in an organized way, it tracks our relationship with our current clients, The synchronization of the activity helps us to track the problems our clients have had with our products
The UI, WAY better than Salesforce and much easier to navigate for our sales team. Good visual reports but still a little confusing at times.
It does have a little bit of a learning curve when figuring out what all of the lead > Contact > Account > Deal stages mean but once the software is implemented and customized properly its ok. I think there is also just alot of room for them to improve (like integration with unbounce)
Lead management and report generation. We have transitioned from salesforce and really like the ease of use with the product more.
What we liked the most until the moment of using freshsales is the ease with which we can manage our potential customers. It is excellent for managing client territories for banking, and for managing customer assistance follow-ups (when they are online, it should be noted). Offers excellent management of internal sales campaigns, and allows you to make call recordings.
It does not allow us to manage marketing or resources for banking clients, and it does not offer a good segmentation system for potential clients. However, freshsales does not allow automatic markings on its CRM tool, nor does it allow the user to monitor the influence, or expenses and households. It is quite limited for the sales force automation, since it does not allow us to directly manage client databases, nor do we anticipate sales.
With freshsales we have had many benefits, mainly because it allows us to better organize our marketing campaigns by email, and to carry out a correct sales administration in the field. It allows to manage performance metrics, which has been quite profitable.
It offers a good system of tasks with which we can easily organize. We like that we can manage contacts and that emails and chats can be integrated into the CRM tool. Freshsales also has the ability to make phone calls without using other applications
It allows adding a certain number of collaborators to the tasks, but these are limited to a very basic management permission configuration, so it does not end up being so useful. The import of accounts is slow, with little retail filters and does not offer a good edition of columns
Freshsales offers us great advantages in terms of communication with customers. It is a multi-channel platform with which we can now be in constant contact with them. A recurring problem was to be able to make a good visual follow-up of the business process, but thanks to Freshsales we have been able to solve it
I like how he organizes me completely. It keeps all my communications in a client file. I can track and move, categorize. It just makes my life a lot easier.
I can not say that I have found a negative yet. It's what we need as a growing business at the right price. Surely there are systems with many sounds and bells, but this is soft for the budget and offers everything we are looking for.
I think it would be easier to schedule marketing campaigns by email if there was a calendar interface for that task.
We are convinced that acquiring this product is of great help for this company, has drastically increased sales in an efficient and timely manner, is easy to use for our operators or software administrator, you have functions that are truly necessary for these processes, its characteristics are excellent
there are very few shortcomings or weaknesses that this software has, one of those weaknesses is that its reports are incomplete, they must be improved, the interface is very basic, it does not allow us to export information.
he practically helped us a lot because it allows us to organize our sales and thus allow us to have a better control of the pending activities.
It is very reliable to have Freshsales because it optimally performs our sales, it helps us to fill our processes with great precision and that makes us very happy because through this software we have advanced and we reflect a correct projection, our negotiations are precise where we facilitates a secure sale.
There are few things that we dislike this software, one of things that should improve is its interface to make it more pleasant for the administrator, we have analyzed this product and lacks many functions and features and should choose to improve each day more, to that is more attractive to acquire it, they must find a way to download the plans so that it is more feasible to acquire it.
There are many things that are contributing this software so that we can progress as a company, one of them the quick way to make sales, its functions make us optimize each process of our company.
The heatmaps are very useful for CRO purposes
Inability to save/download interactive heatmaps - can only save/download static images
The heatmaps are useful for CRO
the different tools that are available, especially Polling, Heatmaps and Recording it's a vast array of different user behavior tools that are useful under one software
limited amount of personalization and integration with other tools such as GA or Magento what I would really like to see are anomaly detection and trend analysis of the user behavior
upon launching our pilot website, we needed a lite version of user behavior metric tools and freshmarker was a decent choice with several tools under one roof. heatmaps and quick NPS polls are especially useful on how our users react with our brand new product. this is data that we need to acquire early in the stage of product development
Love the fact that Freshsales is more than just a CRM system. We used Salesforce prior and it was very expensive and not easy to customize like Freshsales. Greatly enjoy the fact that we can track email open rates as well as delivery rates
one of the things I don't like is that when you complete task that pop up... they stay in the notification area... you don't have to the ability to "X" or close out of a notification once you complete it. I also don't like the fact that when you send a large PDF it may not go through.
creating a better/clear understanding of our sales pipeline... effective follow up sequences and an overall streamlined CRM
The dashboard and navigation is very User-friendly
Integration is not as seamless as I would like
No
Freshsales has reliable and no nonsense platform to use. Pipeline and direct call log feature is great to operate on the go from a smartphone. Also email forward feature is better than other CRMs I have used for Sales Management. Best Free and Low Cost all feature CRM with tons of simple possibilities.
The only CRM i could compare and say that it is better in few aspects than Freshsale, is Prosperworks. Prosperworks is pretty simple and straight forward for businesses like us using G Suite. Another feature that I did not like on fresh sales is the amount of manual data entry we have to do to get into a considerable Lead and Prospect entry process.
It has been almost 4+ months of using Freshsales. Lead management for our business has increased 3 fold in efficiency.
FreshSales won us over with their great customer support and the ability to customize the interface to suit our business needs.
There are some options we could use without. If we could customize our interface even further by removing those items, that would be great. Their mobile app is not as customizable as their web interface.
We were looking for more automated ways to aggregate our contact info. FreshSales met the goal.
FreshSales was easy to use compared to other similar solutions. We started with a trial and got used to it quickly. It doesn't take much expert training to get people acquainted with system. The interface made sense and was clear to navigate. There are many great CRM features that made it fun to use. We can track emails and take note of contact activities. It gives us a solid overview of leads. They seem to be adding new features all the times, so we like that the system is continutally updates.
Connecting to other software can be confusing. It can be slow to load at times, but usually loads fine for the most part. Otherwise, there is not much to dislike about FreshSales. I haven't really used the system as deeply as is possible, so there are still features I have yet to explorer.
FreshSales allows our entire team to stay connected to all key customer details. Allows data to be easily accessible for more responsive support. Helps us to make more effective sales and marketing decisions. We can use APIs for more customized implementations. We're able to nurture leads and a meaningful and personalized way, which has lead to more conversions.
How simple it was to customize fields within the CRM itself.
The inability to assign a single contact to multiple accounts.
Unifying our inside sales team.
Freshsales app gives our company the simplicity we needed. It cuts out time by incorporating GPS with the appointment calendar.
I have had trouble with the time zone setting in the app.
Freshsales helps our business communicate more effectively by streamlining the multiple processes we used before.
The easy to use bulk email function and workflows
I don't think I dislike anything yet as we've only been using it for a month so I think there are just areas which are undiscovered, but more video tutorials would be good and integration with other marketing automation systems
Its very simple to use unlike other CRM systems
Freshsales helps must my CRM experience integrating many tools like call, text, email giving more automated experience when using the tool, it's very useful
App bugged at first, but it was fixed, but it wasn't a thing that bother me
Controlling the sales force
