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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.
Like the fact that Freshsales is easy to use, feature rich, intuitive, constantly evolving and reasonable from a commercial perspective
We really have tried to find something that we don't like about Freshsales but we haven't been successful it really is a fantastic product
Freshsales has aligned out sales, marketing and customer service teams by ensuring each department understands the customer and how they interact with us and like to interact with us
I like that all our notes, files, calls, emails, everything is all in one place. No searching thru notes or paper files
The biggest dislike would have to be that there is no auto correct on the email...it's not a huge deal but it is nice in Outlook to have my Thnak you's or questinos corrected ;)
This allows greater collaboration and makes finding anything to do with a customer or deal so much easier
Very user-friendly. It doesn't require user to be techy to utilize the tools. A huge help to someone managing or handling lots of customers' information and details. It is well-designed and provides tools to track how customers engagement. The system offers great flexibility with the sales process development team is responsive to user requests and updates the app regularly
Sometimes it hangs but so far so good just refresh it and it is perfect! the support team always on the go to help! Like any other software, It has has a few areas that could be improved. Although we are very satisfied with our experience with the app we found that there is a need for more options when it comes to exporting information.
So far I have no issue with it. All good and smooth. Everything works perfectly on me while using fresh sales
Freshsales make easy to monitoring sales team activities. Best part of generate automatic leads from the email which will help in minimizing manual errors.They will provide complete dashboard of all activities like as CRM, email tracking, call tracking and sales engagement etc. Its very important for me and i also happy for freshsales service.Mainly I also like that Freshsales allows keep monitoring or track all your client. Its's very good interface.
Note taking is pain for me and I dislike that I'm not able to see my missed calls and have not found an easy to way change columns shown in views.
I'm saving time making call and easy to monitoring by Freshsales. It is important in the analysis sales report and sales team monitoring that should be improve increase the success of my sales strategies. I know everyone use this for his/her business success.
I like the Dashboard most. I am Always Up to date with my Tasks.
It would be useful to manually write a date instead of navigating to it.
I use it for Monitoring all my Sales Activity and to See which company is already contacted by another Person of Our Sales team
It's a tie between two aspects, the general ease and intuitive nature of it and just as importantly the easy to use online support staff.
It is a CRM, little things that you get used.
Organizing a start up business that previously had no organization.
1. You can builder sales cycles (multiple) for Leads and Contacts 2. Leads and Contacts are separate 3. MOST IMPORTANT. The cycles are not just emails, but anything you want (snail mail, phone call, send gift, dinner, etc.)
Not much. I would like landing page capability for the web forms.
If I am not meeting or calling customers, everything I now do is in FreshSales. Integrates with lots of apps and Zapier.
Freshworks is the perfect 360 integrated suite to automate your business, so you can truly scale and make your business predictable. You can now concentrate on managing outcomes, rather than managing tasks.
My only initial complaint was a feature I required within one of the systems, however, guess what, it's in an upcoming release and we have an interim automated workaround.
A fully Integrated System and 360 View of my business. Stop the reliance on managing people to perform tasks, and create a system that allows outcomes and the ability to easily scale. The benefit is Process and Tools based Real Estate Business, which can be utilized and segregated for any starter or current employee. My IP is now built into a system and can't be replicated by anyone.
It's easier to keep track of every conversation, be it inquiries or complaints, I have had with any customer by simply calling up their
NOT ABLE TO ADD CALL LOGS TO INTO THE CRM
BEST CRM FOR ALL TYPES OF SALES TEAM IT SOLVING MY SALES TEAM MANAGEMENT PROBLEM AND ALSO TRACKING OF MY TEAM MEMBER
Integrate to emails and chat service in the company
Not able to design the template in the freshsales application
Collect the client data and promoting software
It's an enterprise level tool but priced at mid level. It has all the CRO tools under the sun and they never stay still. Incredibly helpful and responsive support team.
It's difficult to know the product roadmap.
UX and conversion issues. Massive benefits by implementing Freshmarter's A/B testing functionality alone.
Freshsales it best tools to manage your lead effectively and we can track lead and manage work accordinlgy. Freshsales will allow to setup text as per your lead. we can integrate business email to connect work.
i have use this Freshsales last couple of month and it working smoothly not fould any issue for now.
Freshsales give platfrom to manage all lead effectively and help to make regular follow up with customer.help to improve our business.
Fresh sales is amazing in the way it is super affordable, packed full of tools and most importantly is easy to use!
Support is email driven. not a fan of that with any company. Also Support when you do get on the phone is not american support and requires a little patience. However we got set up without any major issues.
We solved a work flow issue between our marketing department and our sales department. Other benefits include a clean workflow for our sales team, able o view metrics easily and of course keeping everything organized
The stages are really helpful and the notes and data helps me keep organized.
I really really dislike that you can't manually manage the lead scores. The algorithm is helpful but it'd be cool if you could manually drag up a lead to the top of your pipeline. The score doesn't always reflect the lead quality.
Lead management ...
It is one of the best tools to keep an eye on sales team activities. Most of the things we can automate which will help in minimizing the manual errors. It is a must tool that will provide a complete dashboard of all the activities like lead stage, opportunities, calls, emails etc. It will reduce the manual
It is not DIY model, support is required to start using the tool. It is loaded with heavy features and hence creating a dashboard & report is a bit difficult. A lot of effort is required to create these things and requires high technical knowledge as well
The generation of reports & creation of Dashboard is a bit difficult. If this feature has been made simple then it would be great to use the tool. Apart from that, it is very useful to manage our sales leads & follow ups
It's easier and quicker to track our clients,conversations/feedback they've had with team within the organisation.Its a tool that am also able to get all contacts and therefore easier to call and get feedback.Its also a great tool that teams uses to plan their weekly and monthly sales routes.
information scattered all over and this means you need to open different tabs I would recommend if this can be consolidated to one central tab/page I feel contact and clients shares the same meaning based on nature of our business
Monitor sales team daily activities Clear visibility of clients bases and regular feedback from the clients Able to monitor each clients and how often they are being engaged by the sales team
One touch access to whole client in my region.
Mobile platform is bulky. Not easily accessible.
Bulk mailing for marketing, Single point Contact to client. Full update of Client data and business updates in one go.
I enjoy that I can formally log and see my sales each time I have one in the pipeline. Having the ability to log and formally plan meetings that is directly linked to my google calendar makes it easy to set multiple appointments. The legend is also super easy and makes getting new appointments or leads inputted easy.
I dislike that it takes a while of getting used to, but I wouldn’t say that’s a bad thing because once you are used to it it’s very helpful.
I have fixed synchronizing time zones for clients, keeping a solid track of my pipeline. The rotten feature where you see leads haven’t been worked at all, and 30 days notifications really help to hold you accountable to sales possibilities that you may have forgotten about.
Flexibility and the integrations have helped me make sense of my business and helped s grow.
Would like bit more help with automation and the creation of marketing flows to grow further.
Customer experience is at the core of our business and we are using freshsales to deliver great end to end journey.
An easy and powerful way to track all customer contacts, setup tasks and meetings, manage project life cycles and track our sales pipeline.
Would be nice to have dynamic filters for published reports to alter date ranges rather than being required to edit the report.
Being able to track all our sales contacts, projects and tasks in this easy to use, web-based CRM, has led to an increased customer engagement level and ability to track all related sales metrics.
Freshsales best feature in my opinion is the customization. This allows us to fully customize our experience and tailor the app to our specific requirements.
I love the fact that Freshworks offers highly customization digital tools for almost anything; however, sometimes switching between apps or making changes to top-level account or profile settings is a bit clunky.
Keeping track of leads throughout the sales process and building a database of current and prospective clients.
fresh sales helps me to automate my task . It helps me to create my work flow so send automated emails to my clients create my task and get reminder for that. It gives me the idea about who is actively looking my mails etc.
1 thing i will request you to do that is if i call any clients its should come on the tops so that it will be more easy to call next client and last name i think should not be mandatory .
Its helping me to automate my task and emails to send mail with respect to clients . It helps me to make my pipeline with the help of Lead score .
Freshsales is amazingly simple to setup and use almost instantly . Refreshingly so many api and plugs in available to make a complete effective and powerful sales system.
A lot of plugins and would be nice to have a few more free features.
Contact management and organization of data.
Automation is the best part. I've been able to create a process when someone inquires on our website that feels to them like a very personal welcome message to schedule a call. Then if they don't reply it continues to follow up with a sequence of emails to check in with them until eventually letting them know that I'm removing them from the docket and then automatically removing them from my list. No more time wasted following up with leads that inquire online and then never pick up the phone or reply to an email.
It would be great if the tech support people would look at your situation and give recommendations on how to accomplish what you're wanting. Every time I've submitted a ticket they respond in an unhelpful way and each time I follow up with a question on how to accomplish what I'm trying to do. Eventually, we get there. I just wish I didn't have to handhold them to get answers on how to make things work for my sales process.
It's a huge time saver. In addition to the CRM, I like how I can see when people have opened my emails.
I’ve been with them now for a couple months and they’ve been phenomenal. Constant zoom meetings to improve using the CRM. Definitely recommend to others.
Not too much to say as far as what I don’t like, but, the only minor issue would be that the call center is all Indian and sometimes they can misunderstand what I’m trying to portray. This is only minor though and path from that they are an amazing company.
Mainly looking to automate a lot of my sales process and emails.
I have been using the service for over five years and I have to say that the service is outstanding. Never closes tickets without solution and never misses follow-ups when you raise a query .
I don't like that I am based in UK and I have to wait until crystals get back to me and USA time because it takes long for the issues to be sorted and callbacks to be made including the screen that I have to share and I have tw I don't like that I am based in UK and I have to wait until crystals get back to me on USA time because it takes long for the issues to be sorted and callbacks to be made including the screen that I have to share and I have No other way let's wait for the representative to get back to me. It's not always convenient to send screenshots and explain it in emails and this is the main place like I can think of
Increasing margin in business because of service we can offer with Freshsales help
I liked most about freshsales is simple and beautiful UI, Also like AI lead scoring feature, Reports and Report Dashboard.
Proposal template missing so we have to make proposal from out of the portal.
Currently i have only one problem is proposal or quote preparation within portal is missing. If i am talking about benefit so there is many benefit like email tracking, website activity tracking, lead management and smart sequence for mailer
Am happy to use Fresh Sales Desk it helped me in knowing daily appointments and reminding my follow up calls also Automated email is an add on to get in touch with clients.
nothing much meets my requirement as of now
started using if required any will take help
Everything. The registration is very simple. The CRm comes out of the box usable. But i can configure everything by a minimum of clicks. The solutionpage is very helpful and the academy helped me as admin getting startet even better.
There isn't really a thing i miss or dislike. Sorry.
I can structure my whole sale easy und fast. I really like the outlook-integration.
The style and layout of this system is really good and is assisting my team to make more sales. The opportunity process work very well.
I think this is a well rounded system with lots of features
Customer engagement sales tracking database mining
