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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.
Freshsales is a sales automation tool that is quite powerful to work in any organization, people who work with this system get a wonderful experience because of how powerful and functional it is to address business needs, through this service is very easy to interact with customers in a personalized way and with excellent professionalism, the software has a large number of users that due to its operation has acquired an excellent reputation that provides great confidence to people who want to purchase the service. The service has an excellent data collection system that allows us to have a better vision about each client, sending campaigns through emails is something extremely simple and has a huge capacity to send to large numbers of people, the service is very good to help improve sales of an organization.
Software with a fairly broad interface can be confusing to use if you don't have the right knowledge, so you need good training to avoid having problems or bad experiences. In terms of operation this service is very good and exceeds the expectations of its users because of how accurate it is.
Freshsales is a tool that we acquired for our sales team to improve both its system and strategies to implement, since in previous years we were having serious deficiencies that prevented us from having the desired results, but since this platform came to our organization all change at all as we could understand more efficiently the needs of our customers and make improvements that have been very good for the progressive increase of our income.
super easy to use. everyone on the team was able to pick it up very easily as it is pretty intuitive for a CRM. others, like salesforce or zoho can be very confusing but this seemed to ve easy for everyone. it has email and phone capability within the software so you can do everything from one screen.
does not have 3rd party integrations so the CRM does not have every feature that others do
being able to use a CRM for outbound sales, partner relationship management, etc.
Freshsales was really effortless to set up, very easy to understand the layout of the interface and it was a breeze to integrate and migrate data from other software solutions. It was a great plus that the Freshsales mobile app has so much functionality incorporated from the desktop version as well. The support and knowledge base of this CRM is very professional and concise. You rarely ever have to reach out to their support.
Spell-check doesn't seem to work when composing emails. But the Freshsales support team was very helpful in explaining their technical challenges and promised me to resolve the issue in a timely manner.
Freshsales CRM makes tracking of all sales processes feel like a walk in the park. In particular their automated and highly configurable workflows. I feel our company highly benefits from the ability to automate and to streamline sales with the help of Freshsales CRM. We particularly like the numerous mobile app functionalities that make our admin work so much easier when out of office.
The simplicity of it and how we get alerted every time someone sees one of our emails.
That there are so many different subscription levels and we have to pay more to unlock more features.
Keeping track of all of our Clients data.
the schedule function which remind me of following up my potential clients.
i am from China, although i learned english, but not very good at it, would you pls develop chinese edition?
to review the calls team logged and then know about the situation team is now facing then know how to help them.
FreshSales has helped me immensely is organizing and keeping up with my sales process. As a solopreneur managing the funnel is complex and time consuming, but FreshSales makes it fun and easy. I like that it directly connects to my email and automatically put contacts into my leads page. FreshSales has great features. I also like the Lead and Contact Score.
The FreshSales email template is not as robust as I had hoped. I struggled with using my standard font for my signature in the template. I ended up having to create my signature as a picture instead of using rich text.
For me it was keeping notes and organizing all of the sale conversations that I was having and knowing what next step I should take.
This product is very easy to use and its intuitive feature and ready to support guys are very much helpful for you to setup your sales process using this tool.
syncing issues with Google - sometimes this creates an issue.
Pipeline management / deals & reminders with tasks
Freshsales has been easy for us to adopt. Importing our legacy information was straightforward, and it's been easy to learn.
Requires a few extra clicks to get the screen layout that I like, and it's not saved.
We use Freshsales to track our user base, and to contact them with information about new software updates, etc. Having it linked with Freshdesk (which we use for providing technical support to our users) makes it easy to look up information for a customer and respond to their questions quickly.
Freshsales, indeed it's the best sales CRM I've ever used. If you want to power up your sales process, this is the tool for you. You can automate sales process like a pro. It have an excellent user design, very intuitive and friendly.
At this moment there's no such thing I deslike.
Sales sequences: Before I just wrote email email, now this is no more a problem with the Sales sequences.
sms feature will keep your funnel filled and bring you another avenue to get in contact with leads. Also I no longer have to use textnow.com to text leads which was hard to keep track of. I also like the templates creation for sms and email it makes email and text blast so quick and easy. With the place holder features it also personalizes the messages and I have seen a huge increase in converting leads into contacts.
email feature disabled over bounce rate makes it difficult to email blast. The support team is very helpful in helping this and had a very quick response, but again it can get annoying when you are data mining and not sure which emails are correct or not. It does help though with cleaning up your crm and staying organized its almost like they force you to be organized which isn't a bad thing.
I am solving the problem where I do not have to use another ms platform everything is all in one place. I have realized how effective being able to email and text all in one platform is so much better. Also running reports for my weekly meeting helps so much.
How it organizes my contacts, tells me when someone has read my mail and saves my notes
When it glitches. When inunqualify someone From the app it glitches it unqualified from the second try
Organization, time management, efficiency, the fact that I have notes and emails for each contact separately
I've used many CRM's prior to coming onboard with Freshsales and the one thing that made it worth the transition is the ease of use. At its core, Freshsales is pretty simple to understand and navigate, however, if you need it to be more complex, it can handle that too.
It is a mission to export my leads. They've buried it to make it a little harder to find and use, but, once I've figured it out I was good to go.
My team is a small startup. Prior to Freshsales, I was looking for a robust enough CRM that can handle what I needed without the enterprise costs. Freshsales stepped up and gave me a tool that was able to handle my request, which was modern, fast, responsive and overall empowering for companies like mine to grow quickly.
Love the heat mapping and click mapping tools. I like that it is simple and straight forward, and that it helps the marketing team better explain our role in the digital world to our internal partners.
Nothing. the tool is very helpful to our organization
We use freshmarketer to better understand a users journey on our website, and to better explain that journey to our internal partners within the organization. Freshmarketer boils down complex digital marketing strategies in a way that are actionable and easily understood to those who do not live and breathe the marketing world every day.
The ability to customize this CRM to your entity needs is priceless!
There are so many options to choose from - it takes time to figure out what one is best suited for the tasks at hand!
Deleting and eliminating the features that we don't use and making sure our Top 12 information is the most important listed for our sales goals
Workflow automation and sales process simplification
Nothing! We have requested a couple of upgrades. Some of them actually happened, some of them unfortunately didn't. But it doesn't make me dislike Freshsales!
The whole team knows where each Deal is up to in the sales process and can easily track customers' latest dialogues with our company by looking at emails related to that Deal. We have automated MANY steps in our process, making our sales process move much smoother and helping us offer better customer service.
I've been using Freshsales since July 2019 and it's made my work life and organization so much more efficient. I'm able to find all my contacts and accounts within seconds with all their important info.
There's not much not to like since it's done everything I've needed it to since day 1.
Efficiency in locating my contacts and accounts with simple information like contact info, address, and keeping an eye on all ongoing conversations whether it's email or logging phone calls.
The AI-based lead scoring was a key reason for choosing Freshsales after trying out other popular CRMs. With this tool, I start my day by communicating with clients who have higher lead scores first. It's made my daily sales efforts much more efficient.
Not a dislike, but the emails system could do with improvement. Can't tell exactly how, because we use Gmail and can't do without some of the add ons.
There's only a certain number of calls one can do in a day. Arranging leads by their lead score saves us the effort of prioritizing our attention.
Freshsales helps you track leads through to deals, giving tips and reminders to keep your activity high and assist in more successful selling.
My only qualm relates to my own unfamiliarity with the application.
Better follow-ups and more referral business.
It was super fast and easy to get set up.
Everything has been great. I don't have anything bad to say about the product.
Freshsales helps to manage our sales pipeline and customer interactions with ease.
I really like how FreshSales is very intuitive CRM and If I ever get stuck, their customer service reps are extremely helpful. I haven't encountered any CRM who takes care of their customers like FreshSales does. If anything gets too complicated they will remotely handle your computer and assist you with any issues.
Sometimes if you don't ask all the right questions you might not get a specific task done right away. You might need to make 1 or 2 extra calls.
Best way to keep track of notes, tasks, email campaigns, text message campaigns, and meeting appointments.
It’s multiple functionalities, excellent UI
No tutorial for first time users. There should be help signs.
We are using Fresh Sales for our sales, marketing efforts, our operational processes, our healthcare team processes. It’s seamless once you know the nuances of the system. It is easy to work with, considering you are can multiple actions without leaving a particular screen/page. I can work more smoothly now and am not juggling between multiple screens of same tool to do my work. Thank you.
I had worked with one of the largest CRMs in the industry before working with Freshsales. I have to say not only am I impressed with the robustness of the platform, I like that it was easy to transition to, and even easier to use in some cases. A really nice touch is the grade that is given to a prospect and they travel down the, "Buyers path". There are ways to create point totals (you can adjust them) based on interaction that updates as long as your email is integrated with the platform. That way you can see who is "hot" and interacting often, versus who is "cold" and not responding.
At this point, there is nothing I would consider to be an issue. They have a lot of different walkthroughs that help with understanding how to use all of the different functions of the platform. If I have been stuck, the live chat has helped me with figuring out my issues.
One of the biggest things was finding a CRM for a start-up that wasn't going to cost an arm and a leg. Freshsales is great because it is not only a good value play, but it offers you all the tools that you'll need to be able to track customers at every stage through their buying cycle. It is so easy for a business to lose track once things pick up. We are able to look at the numbers and trends of our customers and current customers, and that has helped out a lot.
I reviewed and tested several different CRM systems and Freshsales was clearly the best option for our company. We have enjoyed the ease of use with the system and how effectively we were able to upload our entire customer and lead database. The interface is intuitive and there are so many features to use even in the free platform. The Freshsales team is always helpful and responsive and I appreciate that they automatically update the system often. The fact that Freshsales operates on the cloud frees us from space concerns on our individual devices and I know that as our company expands, so will the Freshsales system. It was a big bonus that you can login anywhere so our reps in the field have access as well.
There is nothing that we dislike. We do wish there was a way to close/disqualify a contact but that's a small nitpick. Everything functions wonderfully!
We were able to finally organize our client database in one uniform system. We are able to enchance, track, and stay on top of our customer interaction and follow-ups with Freshsales. It also enhances the communication between our inside and outside team members. We are able to be the most professional and effective company possible by keeping track of all our clients, accounts, and bids in Freshsales.
Customer support is handled quickly. Nowadays, business is done by second, no time must be wasted waiting for answer/feedback from customer support.
The ability to integrate it with other platforms (e.g. Facebook leads, Mailchimp). There is also a limitation on how reports and dashboards can be created. It would be a big plus if a more robust reporting option is available where custom reports can be generated and the dashboard to have more flexibility in presenting data than what is currently available (6 boxes of reports is quite limiting and it should be more of a BI tool where dimensions and metrics along with different charts and visualization can be done.
Ease of use that allows for a rapid understanding of our sales pipeline
The program is fast and logic. The usability is really great and you can understand it rapidly. Especially the "drag and drop" feature I really like. I think it offers everything you can imagine and maybe a little more.
The contact function could be improved, because it is a little lame to always add redundant information.
It is much easier to keep track of leads and deals. My customers already felt that I take care even more detailed about leads and it makes them feel that we really care about our sales and customers.
Though I use the entry level version I could lot of value add in tracking the business. The tool really help the team in updating the sales and the team loves using it
I don’t see anything like that however I am planing to upgrade so to make my business much efficient
It’s really helps in tracking the funnel and individual level tracking . The team review makes very efficient and meticulous follow ups
The fact that you can record and monitor what the users do on the website and understand what they like the most about it, also you can test out directly in the tool several versions and create automation for my campaigns
I have been testing it for a while and Nothing so far.
You will be able to see why and where you are losing your user's interest inside your website and you can improve it directly inside the tool test it and have all the metrics associated about it.
The best thing about Freshmarketer is its email marketing module. And, the best thing about that is split testing which allows me to know what elements of my emails are working and what not. Apart from A/B testing, segmentation can be done very easily through Freshmarketer. Freshmarketer has an amazing support service. Especially, Rutvik and Hena from their team are very helpful and are available within 10 minutes after asking for support. They solve each and every issue very diligently and are even available on calls if required.
Some functionalities such as bulk contacts deletion, auto removal of bounced contacts etc. are missing. But, they can do that from back-end. Basically, there is a work around for every missing functionality.
I am able to streamline my whole email marketing with Freshmarketer. With the help of segmentation I have my cold email database stored on target basis. Apart from this, I use it to run heatmaps, session replays, form analysis and funnel analysis. It has made email marketing and conversion analytics really simple.
Essay campaign configuration and integration with Csm content
Limitless on email sent per day! Would be great if be monthly or yearly pooled
Communications with customers
The freshMarketer live chat feature is extremely helpful. I use this regularly when I'm unsure how to use something on the site. Rutvik is particularly helpful. Thank you!
It would be great to have a social sharing feature or even a campaign link, so we can share our campaigns directly to Facebook, Twitter and LinkedIn
I have just created my first campaign and I am monitoring the data through the analytics section on the site
