Freshworks CRM

Freshworks CRM
Formerly Freshsales

About TrustRadius Scoring
Score 8.0 out of 100
Freshworks CRM


Recent Reviews

Great CRM for small businesses

9 out of 10
June 11, 2021
I use Freshworks CRM as a CRM and Sales Engagement platform. Love having sales sequences integrated with the standard CRM system. It's …
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Freshsales Review

10 out of 10
May 07, 2020
It is being used by the whole sales team including the support team. We have our support portal also connected with Freshsales so that we …
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Read all reviews


Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 20 features

Pipeline visualization (51)


Customer data management / contact management (52)


Interaction tracking (51)


Integration with email client (e.g., Outlook or Gmail) (51)


Reviewer Pros & Cons

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Video Reviews

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View all pricing

Marketing Cloud - Growth


per user per month, billed annually

Customer-for-Life Cloud - Growth


per user per month, billed annually

Sales Cloud - Growth


per user per month, billed annually

Entry-level set up fee?

  • No setup fee


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

Sales Force Automation


Marketing Automation


CRM Project Management


CRM Reporting & Analytics








Product Details

What is Freshworks CRM?

Freshworks CRM (formerly Freshsales) is an all-in-one sales CRM software with features like built-in phone and email, lead scoring, visual sales pipeline, reports and dashboards, automations, and mobile apps, ensuring that sales reps do not have to juggle between multiple tools to get the job done. According to the vendor, Freshworks CRM is easy to use, and has an intuitive UI means translating to minimal on-boarding time for sales reps.

Freshworks CRM comes with auto-profile enrichment and activity tracking which helps sales reps get a 360-degree view of their leads. The vendor promises that the AI-based lead scoring feature helps sales reps understand and prioritize their leads better. Freshworks CRM also enables sales reps to get a more holistic view of their sales pipeline with the visual sales pipeline. The drag and drop UI makes it easy to move deals between stages and even mark them as won or lost. The visual sales reports and dashboards make it easy to accurately forecast your business. The sales campaigns feature in Freshworks CRM allows users to create, send, and track outbound email campaigns without having to rely on external software.

Editions of Freshworks CRM include the Sales Cloud, the Marketing Cloud, and the Customer-for-Life-Cloud. Expanded features include conversion optimization (with technology acquired with Zarget in 2017), which adds website heatmap & session replay functionality, funnel analysis, as well as A/B testing.

Freshworks CRM Features

Sales Force Automation Features

  • Supported: Customer data management / contact management
  • Supported: Workflow management
  • Supported: Territory management
  • Supported: Opportunity management
  • Supported: Integration with email client (e.g., Outlook or Gmail)
  • Supported: Interaction tracking
  • Supported: Channel / partner relationship management

Marketing Automation Features

  • Supported: Lead management
  • Supported: Email marketing

CRM Project Management Features

  • Supported: Task management
  • Supported: Reporting

CRM Reporting & Analytics Features

  • Supported: Forecasting
  • Supported: Pipeline visualization
  • Supported: Customizable reports

Customization Features

  • Supported: Custom fields
  • Supported: Custom objects
  • Supported: API for custom integration

Security Features

  • Supported: Role-based user permissions
  • Supported: Single sign-on capability

Platform Features

  • Supported: Mobile access

Freshworks CRM Screenshots

Analytics & ReportingLead Scoring360° ViewAI-Based Lead ScoringVisual Sales PipelineActivity TimelineDashboards

Freshworks CRM Videos

Why we built Freshsales - The Inside Story
Product Overview

Freshworks CRM Integrations

Freshworks CRM Competitors

Freshworks CRM Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone
Supported CountriesWorldwide
Supported LanguagesEnglish, German, Dutch, Italian, French, Spanish, Portuguese, Polish, Russian, Chinese

Frequently Asked Questions

Pipedrive and Insightly are common alternatives for Freshworks CRM.

Reviewers rate Mobile access highest, with a score of 9.6.

The most common users of Freshworks CRM are from Small Businesses (1-50 employees) and the Information Technology & Services industry.


View all alternatives

Reviews and Ratings




(1-25 of 55)
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Immanuel Chiplin Sam S | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Sales sequences
  • Importing contacts and accounts
  • calendar sync
  • Deal module to easily navigate
  • The interface itself can be made easier for some people especially who are not tech-savy
  • After importing, you could make the errored file viewable in the interface itself instead of an email
  • Had to reach support to know where to upload files related to a contact the first time
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Sales sequencing.
  • Customizable forms and data input.
  • I'd like the system to auto detect spacing after integers, so that when they are incorporated into a sales sequence, there's not an odd space after the placeholders.
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • Importing Leads
  • Allowing multiple pipelines
  • Sharing reports and dashboards with others
  • Leads and Contacts do not seem to be adequately defined.
  • Reporting is not as robust as we would like it to be
  • Integration with FreshDesk is one way - we can see information from FreshDesk to FreshSales but not vice versa
May 14, 2020

Overall Great CRM

Brandon Howard | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • It helps you automate your onboarding process for new leads.
  • It has lots of integrations with other apps, so you can interact with other things like calendars and calls.
  • It's pretty easy to set sequences so the platform automatically follows up with people for you. This is not only helpful for your sales pipeline, but also for client communication when working on a project that requires their input.
  • Their tech support is pretty bad. I think I get a helpful answer maybe 20-30% of the time. I wish they would actually think about the problem and try to find a solution instead of sending a scripted or another completely unhelpful answer.
Renan Otero | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source
  • Leads: organization, capture, integration
  • Sales: organization, intelligent data about metrics, forecast
  • APIs are very simple and stable to use, Zapier and 3ªpart integrations provided
  • User experience, almost no training is needed to use the solution, more over, a great app for iOS and Android
  • Could be improved in contract management (CML)
  • Could be improved for sales with proposal generator
  • Better visual composer for lead history board
Prashant Choudhary | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Great entry point for starting small and medium businesses.
  • Easy to use UI.
  • Free plan availability is the biggest pro.
  • Excellent pricing across paid models ranging from $12 to $80 and services provided therein suffice all the requirements.
  • Data analysis for large datasets is a bit tedious.
  • Checking spelling in mails is a little flawed.
  • Does not offer as many 3rd party integrations as its competitors.
April 16, 2020

Freshsales Review

Jose Adan Ortiz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • The way you can easily build and modify a filter for a business view.
  • Visual representation of sales pipeline.
  • Integration with other Freshworks tools.
  • More flexible reports.
  • User profile segmentation and permissions.
  • Easy reports directly from a sales pipeline inside a view/filter.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Separate leads from contacts - this ensures you build good pipelines.
  • Allows you to email marketing campaigns so you can do everything through one system.
  • The email limit is small - only 500 per user. This makes it challenging to run big campaigns.
  • It brings into the CRM any contact that is emailing your email address that is linked to the account.
February 01, 2020

Simple and efficient CRM

James E. Heyward CPA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Freshsales is great for gathering and organizing detailed information of leads and contacts.
  • The software integrates well with other cloud applications.
  • The software is scalable.
  • Freshsales could do better if they made the focus more general rather then for software companies.
  • Expand the integrations to other software.
  • Continue to improve reporting.
Rudy Veve | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Freshsales does predictive strength of a lead thing very well. By assigning each lead a score to how many times and in what ways they have been contacted I am able to see at one glance how hot or cold a lead is and where they are at in their buying process
  • Fresh sales offers an on board dialer that is an effective tool to be able to do out bound dialing and to use as a way for your clients to get a hold of you!
  • I really like how Freshsales comes at database management and how relational every aspect of the overall database it is.
  • I think if the outbound phone tool was a true predictive dialer and allowed me to load a list of numbers and just tell it to go by hitting a button that would make my job easier.
  • I wish that Freshsales was a little bit more intuitive with some aspects of their GUI.
  • I think that Freshsales could use a lesson from the likes of Five9 or Call Fire when it comes to the types of reporting that it can execute.
Dan Styklunas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • It has a comprehensive set of tools and gives me options for how I interact with prospects and clients.
  • It syncs both ways with email, which is a big timesaver.
  • It is easy to set up, and support has been very helpful.
  • If anything, there may be too many options. I love the features but sometimes it can be a challenge to work quickly.
  • I would like to see more flexibility in what fields I choose to use at the contact and lead level.
  • I would like to see more room to add research and notes on accounts. But it works well in the current version.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Monitoring emails. I have a great need to understand the lead activity in order to make the next and most appropriate move.
  • Running automated email campaigns. I can set some rules and Freshsales will send a bulk/targetted communication. This saves me time, effort and more importantly allows me to reach leads at the right time.
  • Managing leads and prioritizing leads. Setting a lead score helps me allot my time more productively.
  • The mobile app could be better.
  • Very rarely email templates freeze but they do recover quickly.
August 06, 2019

Freshsales Review

Jeffin Idiculla | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • It's very easy to use.
  • Very adaptable to our costume needs.
  • Great Customer Support.
  • Hyper linking in notes is not available.
  • Basic template in sale marketing should be available.
  • Lead Score Customization should be available fully from garden plan.