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Freshsales
Grow revenue fast with context-driven sales with a modern, easy-to-use CRM that your teams will love.
Reviews (1237)
Savannah M.
Freshsales Classic Territory Profiles Save Hours and Improve Routing for Loyalty Campaigns
Reviewed on Oct 22, 2026
Review provided by G2
What do you like best about the product?
As a CRM & AI Loyalty Marketing Specialist for our omnichannel retail brand, Freshsales Classic’s profile workflow paired with the contact territory mapping field keeps our retail sales and loyalty outreach neatly segmented, and the territory assignment dropdown alone saves me about three hours each week manually sorting customer follow-up tasks between our in-store showroom teams and e-commerce marketing queue. We run unified loyalty campaigns, predictive intent scoring and cross-channel SMS and email nurture sequences, so clean rep profiles tied to regional coverage make sure high-value loyalty members get routed to the right team, while keeping all customer contact data compliant with CCPA retail privacy rules.
What I rely on most on this My Profile screen is the Contact Territory picker. When we add a new retail sales associate or a marketing coordinator into Freshsales, they set their territory here, and that setting feeds directly into the lead and contact auto-routing rules we’ve built for our loyalty program. Last month we rolled out a summer tiered reward promotion across four regional retail zones. Once each team member updated their territory in their profile, inbound loyalty inquiries, birthday reward redemptions and high-intent upsell leads automatically landed with the correct local retail rep, instead of dumping everything into one shared, unfiltered ticket bucket. Before this setup, I spent hours every Monday going through hundreds of unassigned contacts, tagging them by store location and reassigning them one by one.
I also appreciate the structured profile fields: full name, work and mobile phone, email, and timezone. Having consistent, standardized contact details for every team member makes it simple for me to coordinate quick check-ins around campaign launch windows. Since our retail teams work varied hours across store opening schedules, the timezone field is really helpful when I schedule A/B test reviews for our AI-driven re-engagement journeys. The Edit Profile and Change Password buttons are straightforward, and the dedicated profile picture upload area helps our frontline retail reps build familiarity with customers on call; loyalty members recognize their assigned sales associate faster when their photo shows up alongside outbound communications.
One unexpected benefit I’ve discovered is how territory settings feed into Freshsales’ reporting filters. When I pull weekly loyalty campaign performance reports, I can slice the data by territory to see which retail zones are hitting reward redemption targets, and which need extra nurture support. It lets me quickly spot that our downtown showroom audience responds far better to SMS reward alerts, while our suburban store customers prefer email exclusive offers. This granular breakdown means I don’t need to build and maintain separate spreadsheets to segment regional loyalty results, which cuts down my reporting prep time dramatically.
Suggestions: Add custom profile fields to flag which team members are trained on our loyalty CDP and Splio integrations; build native webhook sync to pull Freshsales territory assignments into our loyalty platform audience segments; add admin-level profile edit audit logs to track changes for our CCPA customer data governance reviews.
What I rely on most on this My Profile screen is the Contact Territory picker. When we add a new retail sales associate or a marketing coordinator into Freshsales, they set their territory here, and that setting feeds directly into the lead and contact auto-routing rules we’ve built for our loyalty program. Last month we rolled out a summer tiered reward promotion across four regional retail zones. Once each team member updated their territory in their profile, inbound loyalty inquiries, birthday reward redemptions and high-intent upsell leads automatically landed with the correct local retail rep, instead of dumping everything into one shared, unfiltered ticket bucket. Before this setup, I spent hours every Monday going through hundreds of unassigned contacts, tagging them by store location and reassigning them one by one.
I also appreciate the structured profile fields: full name, work and mobile phone, email, and timezone. Having consistent, standardized contact details for every team member makes it simple for me to coordinate quick check-ins around campaign launch windows. Since our retail teams work varied hours across store opening schedules, the timezone field is really helpful when I schedule A/B test reviews for our AI-driven re-engagement journeys. The Edit Profile and Change Password buttons are straightforward, and the dedicated profile picture upload area helps our frontline retail reps build familiarity with customers on call; loyalty members recognize their assigned sales associate faster when their photo shows up alongside outbound communications.
One unexpected benefit I’ve discovered is how territory settings feed into Freshsales’ reporting filters. When I pull weekly loyalty campaign performance reports, I can slice the data by territory to see which retail zones are hitting reward redemption targets, and which need extra nurture support. It lets me quickly spot that our downtown showroom audience responds far better to SMS reward alerts, while our suburban store customers prefer email exclusive offers. This granular breakdown means I don’t need to build and maintain separate spreadsheets to segment regional loyalty results, which cuts down my reporting prep time dramatically.
Suggestions: Add custom profile fields to flag which team members are trained on our loyalty CDP and Splio integrations; build native webhook sync to pull Freshsales territory assignments into our loyalty platform audience segments; add admin-level profile edit audit logs to track changes for our CCPA customer data governance reviews.
What do you dislike about the product?
As a CRM & AI Loyalty Marketing Specialist running omnichannel retail loyalty campaigns, the biggest frustration with Freshsales Classic is that the user profile module lacks custom compliance and marketing competency fields, paired with weak native sync to our core loyalty CDP Splio, which creates heavy manual overhead for CCPA-aligned customer lifecycle work. The default profile form only includes basic contact territory, name, phone and social fields, with no built-in way to tag whether a team member is authorized to manage loyalty reward rules, send SMS marketing, or handle customer data deletion requests. Last month, we rolled out a tiered points promotion across our four retail locations, and I had to cross-reference Freshsales territory assignments against a separate spreadsheet tracking which associates completed our CCPA data-handling training. That manual reconciliation ate up almost two hours, and I couldn’t filter Freshsales reports to isolate only trained users for campaign approval.
I’m also limited by how static the territory mapping is once it hits our loyalty platform. There’s no native webhook to push territory profile updates over to Splio, so every time a retail rep changes their assigned region in Freshsales, I have to manually adjust audience segmentation rules in our CDP. This creates risk: on one occasion, a rep transferred to our downtown store but their territory update didn’t flow through, so high-value loyalty members got routed to the wrong associate for reward redemption follow-ups. It confused shoppers and added cleanup work for my team, while making it harder to prove our customer routing workflows are consistent during privacy reviews.
Another major gap is that profile edit events are not isolated and easy to audit. The platform’s audit logs mostly capture admin workflow and territory configuration changes, but it does not give me a clean, dedicated view of when a user updates their own profile details, phone number, or territory selection. If a retail team member modifies their territory without notifying me, I won’t catch it until a campaign routing error surfaces. Under CCPA, we need traceability for all systems that touch consumer data, and this blind spot forces me to maintain redundant offline logs to satisfy our compliance checklist.
The profile notification controls also don’t support marketing-specific alert tuning. My retail associates get flooded with every lead alert, loyalty inquiry and campaign notification all at once. There is no granular way to set rules so they only receive high-priority reward-expiry alerts during store hours and suppress non-urgent marketing notifications overnight. During our weekend flash sale, a showroom rep turned off all Freshsales alerts to avoid noise, and missed urgent customer opt-out requests that required immediate action per CCPA guidelines.
Suggestions: Add customizable user profile dropdown fields for marketing permissions, loyalty platform access and privacy training expiry; build native Splio webhook sync so territory assignments automatically update CDP audience segments; add a dedicated profile-change audit view with timestamps and user attribution for CCPA audits; introduce schedule-based notification rules so retail staff can toggle alert types to match their store working hours.
I’m also limited by how static the territory mapping is once it hits our loyalty platform. There’s no native webhook to push territory profile updates over to Splio, so every time a retail rep changes their assigned region in Freshsales, I have to manually adjust audience segmentation rules in our CDP. This creates risk: on one occasion, a rep transferred to our downtown store but their territory update didn’t flow through, so high-value loyalty members got routed to the wrong associate for reward redemption follow-ups. It confused shoppers and added cleanup work for my team, while making it harder to prove our customer routing workflows are consistent during privacy reviews.
Another major gap is that profile edit events are not isolated and easy to audit. The platform’s audit logs mostly capture admin workflow and territory configuration changes, but it does not give me a clean, dedicated view of when a user updates their own profile details, phone number, or territory selection. If a retail team member modifies their territory without notifying me, I won’t catch it until a campaign routing error surfaces. Under CCPA, we need traceability for all systems that touch consumer data, and this blind spot forces me to maintain redundant offline logs to satisfy our compliance checklist.
The profile notification controls also don’t support marketing-specific alert tuning. My retail associates get flooded with every lead alert, loyalty inquiry and campaign notification all at once. There is no granular way to set rules so they only receive high-priority reward-expiry alerts during store hours and suppress non-urgent marketing notifications overnight. During our weekend flash sale, a showroom rep turned off all Freshsales alerts to avoid noise, and missed urgent customer opt-out requests that required immediate action per CCPA guidelines.
Suggestions: Add customizable user profile dropdown fields for marketing permissions, loyalty platform access and privacy training expiry; build native Splio webhook sync so territory assignments automatically update CDP audience segments; add a dedicated profile-change audit view with timestamps and user attribution for CCPA audits; introduce schedule-based notification rules so retail staff can toggle alert types to match their store working hours.
What problems is the product solving and how is that benefiting you?
As a CRM & AI Loyalty Marketing Specialist for our omnichannel retail brand, before adopting Freshsales Classic, we were juggling customer inquiries and loyalty follow-ups across disjointed spreadsheets and our Splio CDP. We struggled with inconsistent lead routing and no reliable way to tie customer conversations to our in-store territory boundaries, but now we can assign team territories directly within user profiles and automate contact distribution, which has resulted in cutting my weekly manual contact sorting time by roughly 40% and delivering more consistent, personalized service for our loyalty members while keeping our customer data handling aligned with CCPA requirements.
Before Freshsales, every time we launched a new loyalty promotion, birthday reward sequence or re-engagement campaign, I had to manually match incoming customer questions to the correct retail showroom associate. Our e-commerce and in-store customer data lived inside Splio, but there was no simple way to route follow-up conversations by geographic territory. When high-tier loyalty shoppers reached out about point redemptions or exclusive discounts, messages would land randomly with whichever team member happened to check a shared inbox. I spent three to four hours each week tagging contacts, reassigning conversations and sending follow-up emails just to fix misrouted tickets. It also created a poor experience for repeat customers, who often had to restate their shopping history and loyalty status to a different associate every time they reached out.
Now, the territory field on this profile page is the backbone of our routing workflow. Every retail sales rep updates their assigned region in their Freshsales profile, and that setting powers our automation rules. Last month, we ran a summer double-points promotion across our four store locations. Once all associates set their territory, loyalty inquiries, upsell leads and reward redemption questions automatically route to the correct local rep. I no longer need to manually redistribute hundreds of customer records each week. The consistent profile fields — name, work phone, email and timezone — also help me coordinate campaign handoffs smoothly. Our retail teams work staggered store hours, so the timezone setting helps me schedule campaign reviews and training sessions without waking off-shift staff unnecessarily.
An unexpected benefit I’ve found is the way territory data feeds into Freshsales reporting. I can pull loyalty campaign performance segmented by retail zone, so I can compare how our downtown showroom audience responds to SMS alerts against our suburban shoppers who favor email offers. This means I can refine our AI intent scoring and audience rules inside Splio with real, territory-specific results, instead of guessing which channel resonates best in each market.
Even with its benefits, there are clear limitations. There is no native sync to push territory updates into Splio automatically, so I still have to manually adjust CDP audience rules when territories shift. We also can’t add custom profile fields for privacy training status, and profile change audit logs are limited, which adds extra work during our CCPA compliance reviews.
Suggestions: Build native webhook integration with Splio to sync territory assignments into CDP audience segments; add customizable profile fields for tracking privacy training completion and marketing channel permissions; expand audit logs to capture every profile edit, territory change and setting update for easier regulatory audits.
Before Freshsales, every time we launched a new loyalty promotion, birthday reward sequence or re-engagement campaign, I had to manually match incoming customer questions to the correct retail showroom associate. Our e-commerce and in-store customer data lived inside Splio, but there was no simple way to route follow-up conversations by geographic territory. When high-tier loyalty shoppers reached out about point redemptions or exclusive discounts, messages would land randomly with whichever team member happened to check a shared inbox. I spent three to four hours each week tagging contacts, reassigning conversations and sending follow-up emails just to fix misrouted tickets. It also created a poor experience for repeat customers, who often had to restate their shopping history and loyalty status to a different associate every time they reached out.
Now, the territory field on this profile page is the backbone of our routing workflow. Every retail sales rep updates their assigned region in their Freshsales profile, and that setting powers our automation rules. Last month, we ran a summer double-points promotion across our four store locations. Once all associates set their territory, loyalty inquiries, upsell leads and reward redemption questions automatically route to the correct local rep. I no longer need to manually redistribute hundreds of customer records each week. The consistent profile fields — name, work phone, email and timezone — also help me coordinate campaign handoffs smoothly. Our retail teams work staggered store hours, so the timezone setting helps me schedule campaign reviews and training sessions without waking off-shift staff unnecessarily.
An unexpected benefit I’ve found is the way territory data feeds into Freshsales reporting. I can pull loyalty campaign performance segmented by retail zone, so I can compare how our downtown showroom audience responds to SMS alerts against our suburban shoppers who favor email offers. This means I can refine our AI intent scoring and audience rules inside Splio with real, territory-specific results, instead of guessing which channel resonates best in each market.
Even with its benefits, there are clear limitations. There is no native sync to push territory updates into Splio automatically, so I still have to manually adjust CDP audience rules when territories shift. We also can’t add custom profile fields for privacy training status, and profile change audit logs are limited, which adds extra work during our CCPA compliance reviews.
Suggestions: Build native webhook integration with Splio to sync territory assignments into CDP audience segments; add customizable profile fields for tracking privacy training completion and marketing channel permissions; expand audit logs to capture every profile edit, territory change and setting update for easier regulatory audits.
Furniture
Keeps Customer Inquiries Organized and the Team in Sync
Reviewed on Oct 03, 2026
Review provided by G2
What do you like best about the product?
What I love most about Freshworks CRM is how it helps me keep our team connected while handling all our customer-facing furniture inquiries, and it works really nicely alongside Gather, the virtual space tool I use for our internal team events. At Urban Home Furniture Co., I’m the Office & Community Engagement Coordinator. A big part of my job is coordinating our remote and in-office staff, plus tracking customer questions, showroom appointment requests and follow-ups for our furniture line. Before Freshworks CRM, all customer messages landed in a messy shared inbox, and we’d lose track of who replied to what. Team members would respond to the same customer twice, or some messages just sat there forgotten.
I can think of a great example from our summer furniture promotion a few months ago. We had tons of people reaching out to ask about custom sofa orders, fabric samples and showroom visit bookings. Previously, all those inquiries were dumped into one email folder. I’d spend hours every day sorting messages and tagging people to reply. With Freshworks CRM, every incoming customer message turns into a ticket automatically. I assigned different categories for showroom bookings, sample requests, and product questions. The sales team and I can jump into the same ticket, add notes, and see the whole conversation history at a glance.
The contact profile feature is super handy too. When someone reaches out again, I can instantly pull up their past requests, whether they asked about dining sets or bedroom furniture. That saves our team from asking customers to repeat their details over and over. I also set up simple automations to send quick confirmation emails when someone books a showroom tour. That cuts down on repetitive typing work for me and the sales team.
On the internal side, Freshworks CRM also helps mecoordinate with our staff easily. When our sales team has a question about an upcoming client appointment, they can log notes right in the CRM. Then I can use Gather to host quick virtual check-ins with the team to review those customer requests. It creates a smooth handoff between customer support work and our team engagement activities.
For our small furniture business of 11 to 50 employees, we don’t have a big support department. Freshworks CRM keeps all customer communication organized in one spot. It stops messages from slipping through the cracks and frees up my time. Instead of spending half my day sorting emails, I get to focus on building team culture and planning fun virtual meetups for our staff in Gather. It makes my dual role of office coordinator and community lead so much easier to manage day to day.
I can think of a great example from our summer furniture promotion a few months ago. We had tons of people reaching out to ask about custom sofa orders, fabric samples and showroom visit bookings. Previously, all those inquiries were dumped into one email folder. I’d spend hours every day sorting messages and tagging people to reply. With Freshworks CRM, every incoming customer message turns into a ticket automatically. I assigned different categories for showroom bookings, sample requests, and product questions. The sales team and I can jump into the same ticket, add notes, and see the whole conversation history at a glance.
The contact profile feature is super handy too. When someone reaches out again, I can instantly pull up their past requests, whether they asked about dining sets or bedroom furniture. That saves our team from asking customers to repeat their details over and over. I also set up simple automations to send quick confirmation emails when someone books a showroom tour. That cuts down on repetitive typing work for me and the sales team.
On the internal side, Freshworks CRM also helps mecoordinate with our staff easily. When our sales team has a question about an upcoming client appointment, they can log notes right in the CRM. Then I can use Gather to host quick virtual check-ins with the team to review those customer requests. It creates a smooth handoff between customer support work and our team engagement activities.
For our small furniture business of 11 to 50 employees, we don’t have a big support department. Freshworks CRM keeps all customer communication organized in one spot. It stops messages from slipping through the cracks and frees up my time. Instead of spending half my day sorting emails, I get to focus on building team culture and planning fun virtual meetups for our staff in Gather. It makes my dual role of office coordinator and community lead so much easier to manage day to day.
What do you dislike about the product?
There are a few things with Freshsales that slow me down, especially since I juggle customer lead tracking and team community work, and I pair it with Gather for our internal virtual events at Urban Home Furniture Co. The biggest annoyance I run into is the clunky custom workflow setup. I’ve tried building simple automations for showroom booking follow-ups and furniture sample requests, but the rule builder feels rigid. It doesn’t always trigger the alerts the way I expect, and troubleshooting those broken automations takes way more time than it should.
I hit this issue hard during our spring furniture sale back in April. I built an automation that was supposed to notify our sales team and me whenever a customer submitted a showroom visit request. I tested it a couple times and it worked fine, but once the promotion went live, half the new lead alerts never came through. We ended up missing three customer inquiries for custom dining set consultations. I spent nearly three hours digging through the workflow settings to find the error, and I still had to manually send apology emails to those customers afterward. It created unnecessary stress when I was already busy planning our monthly virtual team meetup inside Gather.
Reporting is another weak spot for our furniture business use case. The pre-built reports don’t match our needs very well. I want simple breakdowns of showroom booking conversion rates and sample request volume, but the reporting dashboard has too many irrelevant sales metrics meant for full-time sales teams. Building custom reports means picking through dozens of fields, and the visual charts aren’t easy to tweak. When leadership asks for a quick snapshot of incoming leads, I usually end up exporting the raw data and cleaning it up in Excel anyway.
I also find the contact import tool inconsistent. When I bulk upload new leads from our website inquiry forms, occasionally some contact fields get mapped incorrectly. Customer phone numbers wind up in the notes section, or furniture product interests don’t populate the right tags. That means I have to go through and fix dozens of contact entries manually after every upload.
I hit this issue hard during our spring furniture sale back in April. I built an automation that was supposed to notify our sales team and me whenever a customer submitted a showroom visit request. I tested it a couple times and it worked fine, but once the promotion went live, half the new lead alerts never came through. We ended up missing three customer inquiries for custom dining set consultations. I spent nearly three hours digging through the workflow settings to find the error, and I still had to manually send apology emails to those customers afterward. It created unnecessary stress when I was already busy planning our monthly virtual team meetup inside Gather.
Reporting is another weak spot for our furniture business use case. The pre-built reports don’t match our needs very well. I want simple breakdowns of showroom booking conversion rates and sample request volume, but the reporting dashboard has too many irrelevant sales metrics meant for full-time sales teams. Building custom reports means picking through dozens of fields, and the visual charts aren’t easy to tweak. When leadership asks for a quick snapshot of incoming leads, I usually end up exporting the raw data and cleaning it up in Excel anyway.
I also find the contact import tool inconsistent. When I bulk upload new leads from our website inquiry forms, occasionally some contact fields get mapped incorrectly. Customer phone numbers wind up in the notes section, or furniture product interests don’t populate the right tags. That means I have to go through and fix dozens of contact entries manually after every upload.
What problems is the product solving and how is that benefiting you?
Freshsales really helps tie our customer lead tracking together, and it works alongside Gather, which I use to host virtual team gatherings at Urban Home Furniture Co. I’m our Office & Community Engagement Coordinator, so I balance customer inquiry admin with keeping our remote and on-site staff connected. Before Freshsales, all showroom booking requests, furniture sample inquiries and prospect messages were scattered between generic email inboxes, separate spreadsheets, and individual team members’ personal notes. It was easy for leads to get forgotten, or two people would accidentally reach out to the same customer. I spent hours every week just chasing our sales team for status updates, instead of focusing on team engagement work.
A good example was our fall promotion for custom living room furniture. Before Freshsales, all the leads coming from our website landed in a shared email folder. I’d manually copy each inquiry into a spreadsheet, tag the sales rep assigned to that lead, and send reminder emails to follow up. This process was repetitive and error-prone. Now, Freshsales automatically captures all incoming website leads and creates a dedicated contact record for every prospect. Each lead gets tagged based on what furniture they’re interested in — dining sets, custom sofas, bedroom collections, or showroom tours. I can assign leads directly to our sales team and track where each prospect sits in our sales pipeline.
The biggest win for our small furniture team is visibility. Everyone can open a lead profile and instantly see past messages, requested fabric samples, and scheduled showroom visits. No more guessing who’s handling which customer. The simple automation rules also save me tons of manual work. I set it up so customers get an instant confirmation email after submitting a showroom booking request, and the assigned sales rep gets an immediate alert. That cuts down on the repetitive email drafting I used to do every single day.
This also makes our team check-ins smoother. I pull lead status summaries from Freshsales, then hop over to Gather to host casual virtual team huddles. We can quickly go over new inquiries and follow-up tasks in those meetings.
Overall, Freshsales keeps our lead activity centralized so nothing slips through the cracks. It drastically reduces my manual admin burden. Instead of spending most of my week sorting emails and updating spreadsheets, I get more time to focus on what I love: building our workplace community and organizing team events on Gather to keep our hybrid staff feeling connected.
A good example was our fall promotion for custom living room furniture. Before Freshsales, all the leads coming from our website landed in a shared email folder. I’d manually copy each inquiry into a spreadsheet, tag the sales rep assigned to that lead, and send reminder emails to follow up. This process was repetitive and error-prone. Now, Freshsales automatically captures all incoming website leads and creates a dedicated contact record for every prospect. Each lead gets tagged based on what furniture they’re interested in — dining sets, custom sofas, bedroom collections, or showroom tours. I can assign leads directly to our sales team and track where each prospect sits in our sales pipeline.
The biggest win for our small furniture team is visibility. Everyone can open a lead profile and instantly see past messages, requested fabric samples, and scheduled showroom visits. No more guessing who’s handling which customer. The simple automation rules also save me tons of manual work. I set it up so customers get an instant confirmation email after submitting a showroom booking request, and the assigned sales rep gets an immediate alert. That cuts down on the repetitive email drafting I used to do every single day.
This also makes our team check-ins smoother. I pull lead status summaries from Freshsales, then hop over to Gather to host casual virtual team huddles. We can quickly go over new inquiries and follow-up tasks in those meetings.
Overall, Freshsales keeps our lead activity centralized so nothing slips through the cracks. It drastically reduces my manual admin burden. Instead of spending most of my week sorting emails and updating spreadsheets, I get more time to focus on what I love: building our workplace community and organizing team events on Gather to keep our hybrid staff feeling connected.
Sloane H.
Streamlines Sales Pipeline, Needs Better Reporting
Reviewed on Sep 18, 2026
Review provided by G2
What do you like best about the product?
I really value Freshsales for its customizable deal pipeline builder. It lets me tailor the stages to fit our cybersecurity SaaS sales cycle, and tagging deals by contract value is a breeze. I love that I can use the native webhook capability to push real-time deal updates through Zapier into our KPI platform, giving our leadership live pipeline metrics for quarterly business reviews. Its built-in contact access logs make maintaining CCPA compliance so much easier, saving us tons of time on audits.
What do you dislike about the product?
Freshsales’ native custom reporting is fairly limited for our complex cybersecurity SaaS metrics, so I often need manual CSV exports for QBRs. Webhook syncs to our KPI platform sometimes drop deal update events without clear alerts. Also, bulk contact record exports cap out, slowing us down when pulling prospect PII logs for our quarterly CCPA compliance audits.
What problems is the product solving and how is that benefiting you?
Freshsales solves our fragmented sales tracking, making revenue forecasts reliable by centralizing deal data. It eases CCPA compliance with PII logs management and supports real-time KPI updates via Zapier to keep leadership informed effectively.
Ryan S.
Streamlined CRM with Seamless Integration, Minor Hiccups
Reviewed on Aug 28, 2026
Review provided by G2
What do you like best about the product?
I really like the seamless native sync between Freshsales and our support ticketing system because it keeps IT reseller deal context visible for both sales and support teams. Freddy-AI lead scoring is a huge help, allowing our reps to prioritize promising vendor prospects, and the built-in telephony feature is a big plus since it eliminates the need for extra third-party calling software. Setting up visual pipelines and using the native telephony for vendor prospect outreach is great, and the shared inbox and CPQ quote workflows support our deal cycles well. I appreciate its ability to sync natively with our support ticketing system.
What do you dislike about the product?
Bulk-data imports give vague error notifications that slow cleanup for our IT reseller prospect datasets. Our custom CPQ quote workflows have limited flexibility for complex vendor deal structures. Zapier-driven automations occasionally hit sync delays when pushing deal updates. I still routinely audit stored prospect archives to keep our CRM records fully CCPA-compliant day-to-day.
What problems is the product solving and how is that benefiting you?
We unified our sales and support workflows with Freshsales, which focuses our reps on qualified leads using Freddy-AI and removed the need for separate calling tools.
Harjoth Sudan
Centralized lead tracking has given clear visibility into team performance and customer stages
Reviewed on Aug 04, 2026
Review provided by PeerSpot
What is our primary use case?
I use Freshsales to manage leads for a company that has customers. I handle customer relationships in one place where I mark them under bucketing, bucketing them under different stages to check how the sales guys are doing. These sales guys and clients work for our client, and I monitor their stages on Freshsales.
What is most valuable?
What I like most about Freshsales is that it gives clarity. It provides proper visibility because it is a CRM where I can monitor everything. Without this tool, I would have to do it either in Excel or manually. I can create reports around it. It is a shared CRM where everyone has access and whoever needs to report and monitor can do so.
What needs improvement?
What I dislike about Freshsales is that it is a bit complicated and the initial setup is very difficult. It takes a lot more time to customize it according to your stages and use cases. I also require an external person to set this up for me, or I have to hire someone specifically to set up the system.
Regarding the initial setup of Freshsales, I have to mention my stages, bucketing, and set up all the processes, including how the leads will flow and what the customer's cycle looks like. It takes at least a month or 45 days to set this up, process it properly, and check whether the automations and workflows are working. Then I onboard all the team members I want to use Freshsales. Thirty to 45 days is the rough timeframe I have realized. As I start using it, if I see any flaws, I correct them.
What do I think about the stability of the solution?
Freshsales stability is good. These guys are stable, and it is a very renowned company. Whenever they have any maintenance downtime, they notify me before I get notifications about it, but it is very rare. I do not have such issues.
What do I think about the scalability of the solution?
Regarding Freshsales scalability, adding a team and scaling it up is not a problem. However, setting up different processes and different life cycles is a bit complicated. If I onboard more team members and scale the team, it is not a problem at all. I can multiply it multifold very quickly and very easily. It is very simple.
How are customer service and support?
Freshsales does not require any maintenance on my end, but the vendor provides maintenance.
How was the initial setup?
Freshsales initial setup is a bit difficult. I have to mention my stages, bucketing, and set up all the processes, including how the leads will flow and what the customer's cycle looks like. It takes at least a month or 45 days to set this up, process it properly, and check whether the automations and workflows are working. Then I onboard all the team members I want to use Freshsales.
What about the implementation team?
For the deployment of Freshsales, usually vendors do it and they have a team for different processes. For this particular company, I know there was one guy who used to do it, but he has his backup team at the back end who also does certain other things based on the requirements.
Which other solutions did I evaluate?
When it comes to the pricing of Freshsales, most of them are very similar. HubSpot and Zoho are the two competitors I have used. Pricing-wise, it is doing good. I can negotiate it on a case-by-case basis, but it is not very costly. These three are very nearby in terms of pricing.
What other advice do I have?
I use some AI-driven insights with Freshsales. It shows some predictions based on scoring, but I do not rely on that much at the moment.
Regarding the predictive scoring in Freshsales, because I do not rely on it, there are certain other things which are answered but not on Freshsales. Not everything is marked on the CRM. For me, it is not very good. I usually do it according to my prior history and prior learnings. I do not rely on that very much, and I have not checked it properly. I just see it on the CRM, but I do not rely on or use it much.
I have used the workflow automation in Freshsales for bucketing, emails, and lead cycle. If I have to change them to a customer, I set up how I want them to onboard and what initial emails they should be getting. I have used it, and it is quite good, but it is a bit complicated. I have to set it up in great detail with what exactly should happen after each particular step.
I would rate this review 9 out of 10.
Alvin Y.
Poor Support, Limited Integrations and Little Visible Product Progress
Reviewed on Jul 30, 2026
Review provided by G2
What do you like best about the product?
Cheaper than Hubspot and Salesforce. Replaces Excel.
What do you dislike about the product?
We reported a Freshsales defect in 2025, and it remains unresolved. Despite months of correspondence, Freshworks has not provided a firm resolution date, a meaningful technical explanation, or a credible plan to fix the problem.
The response pattern has been consistently disappointing: apologize, claim the matter has been escalated, introduce another person or department, and then provide no substantive follow-up. More names are added, but nobody appears to take ownership and no solution is delivered.
The wider product experience is also concerning. Useful marketplace integrations appear limited, and there has been little visible development in the areas that matter to us. While competing CRMs are introducing practical AI integrations and expanding their ecosystems, Freshsales does not appear to be keeping pace. Our experience also raises doubts about whether existing functionality is being adequately maintained.
We continue paying for software with a known defect while receiving holding responses instead of measurable progress. Even basic questions, including what is blocking the fix, who is accountable, and when it will be resolved, remain unanswered.
The response pattern has been consistently disappointing: apologize, claim the matter has been escalated, introduce another person or department, and then provide no substantive follow-up. More names are added, but nobody appears to take ownership and no solution is delivered.
The wider product experience is also concerning. Useful marketplace integrations appear limited, and there has been little visible development in the areas that matter to us. While competing CRMs are introducing practical AI integrations and expanding their ecosystems, Freshsales does not appear to be keeping pace. Our experience also raises doubts about whether existing functionality is being adequately maintained.
We continue paying for software with a known defect while receiving holding responses instead of measurable progress. Even basic questions, including what is blocking the fix, who is accountable, and when it will be resolved, remain unanswered.
What problems is the product solving and how is that benefiting you?
Gives the CRM function to our organization.
Sumesh Gansar
Centralized CRM has given me a 360-degree view and helps me run smarter, AI-driven sales campaigns
Reviewed on Jun 26, 2026
Review from a verified AWS customer
What is our primary use case?
I primarily use Freshsales as a sales CRM software. It is very easy to use, and it provides me with all the information I need about a contact. That is, it gives me a 360-degree view of my accounts or my contacts and helps me reach out to my leads and customers in a better way.
Any information about a lead, any information about a contact and an account gets stored in Freshsales. It helps me manage my sales pipeline and also visualize my deal progress and my sales target. I would know what is in my pipeline, how much I can generate for this month and this quarter, and what the status of the deal is. My team and I can effortlessly engage with our prospects and customers, and I can know where my customer is on the sales pipeline with the help of Freshsales.
What is most valuable?
One unique thing that I use with Freshsales is the built-in email and the built-in call phone function. With Freshsales, with the account information that I have, I directly reach out to customers via Freshsales without any third-party application. That is also something very useful with Freshsales.
One great thing about Freshsales is the dedicated workflow template and the email template that it offers. I can easily send cold emails or beginning emails to my leads or customers with the help of Freshsales, directly through Freshsales. The Freddy AI feature in Freshsales helps me generate the email content easily, and there are also many built-in templates available. That helps me create content and reach out to my leads and customers in a much quicker way.
One more thing that I appreciate very much with Freshsales is the dashboard that it offers, the deal dashboard or the progress dashboard. It gives me the complete picture, a 360-degree view of what is in my pipeline, what is there about the customer, and what the major pain point the customer is having. That will help me reach out to them in a much more personalized manner.
The workflow templates from Freshsales handle everything from welcome emails to call reminders to different social media connections. That gives me a complete picture of what I am doing in terms of my pipeline. The welcome emails are basically very much useful because there are many built-in templates available, and I can just pick and choose from that. Freddy AI in Freshsales helps me draft contextual sales emails, receive actionable deal insights, and it helps me basically never miss out on any revenue opportunity. Wherever there is a revenue opportunity, I will be able to crack it with the help of Freddy AI.
I get a 360-degree view of the customer, so I need not go to different places to fetch the customer data. Everything is available in a single centralized dashboard. That has helped me save a lot of time. I would say about 40% of my overall time has been saved with the help of Freshsales. This has directly impacted my overall working efficiency as well. I would say 25% improvement in my overall working efficiency with the help of Freshsales.
After adopting Freshsales, I am now able to run much smarter sales campaigns with the help of the contextual sales emails that Freddy AI is helping me generate. I am able to run smart email campaigns. That has helped me generate leads, then capture and qualify the data in a much more qualitative manner. That has helped me gather a 360-degree view of information about the customer. I can easily plan my entire sales process with the help of Freshsales because there are Kanban-style dashboards and views available, which helps me configure and control everything by dragging and dropping different cards in different pockets. It is also easier to collaborate with Freshsales with different team members. The marketing team, the sales team, and the product team can all collaborate easily. That has helped me save a lot of time and improve my overall efficiency.
What needs improvement?
One thing that Freshsales can improve is making it much easier because it is not quite easy for everybody to get a grasp of the entire CRM software. It is quite vast and quite complex. Perhaps more knowledge-based documents can be introduced. Apart from that, I do not have any major complaints.
The integration in Freshsales is quite good because it is easily integratable with many other Freshworks software as well as with third-party solutions. The integration is quite good. Perhaps in the reporting feature, it takes some time to process the reports due to the amount of data that it handles. Apart from that, I do not have any major complaints with Freshsales so far.
For how long have I used the solution?
I have been using Freshsales for about two and a half years.
What do I think about the stability of the solution?
I believe Freshsales is a highly stable solution. Being a cloud solution, I have not faced any downtime so far. It also handles a lot of data with ease, so it is highly stable.
What do I think about the scalability of the solution?
Freshsales is very easy to scale. The number of users can be added via the admin user itself. I have increased my overall users from seven users to 14 users. It is highly easily scalable in my opinion.
How are customer service and support?
The customer support is quite good. They are very knowledgeable, very dedicated, and very prompt, which is something that I appreciate. I would rate them a 10 on 10.
Which solution did I use previously and why did I switch?
I was using a solution called Zoho CRM, Zoho Sales CRM. I did not like the UI and I did not appreciate the features of that particular software. That is why I switched to Freshsales.
How was the initial setup?
In terms of pricing, I would say it is low pricing or it is a very cheap product for the amount of services that it offers. I would definitely rate it very high because of the price itself. In terms of setup, it was quite easy to get everything set up. It took around a week for me to get everything implemented and set up, so it was very smooth for me.
What about the implementation team?
I did not use an implementation team.
What was our ROI?
I have definitely seen a return on investment. Earlier, when I used to send out emails through email campaigns, I used to have a lot of no-show rate or bounce rate. With the help of Freshsales, I have brought it down to, I would say, 30%. That is something that is very much useful for me. I have also increased my overall sales by about 25% after the introduction of Freshsales because I am having more qualified leads than before with the help of Freshsales.
Which other solutions did I evaluate?
I did not evaluate any other option. I knew about Freshsales and I went ahead with it because it suited my requirement.
What other advice do I have?
One thing that made it stand out for me is the inbuilt templates that it has for email generation, and I get an AI-powered score for the contact. I call it contact scoring. It gives me a score for my lead or for my contact, which helps me build some insight and build some knowledge before I reach out to a customer. That is something that is very much useful with Freshsales. Via Freshsales acting as a centralized repository, I am able to reach out to my customers via emails, via calls, via social media, everything from a centralized place. That is also something that is very much useful with Freshsales.
I think it is a highly secure platform. The AI has its own governance laws and rules. It is a highly secure and highly stable AI solution.
It is very great, actually. It is very much accurate and very much reliable in my opinion because I use Freddy AI to generate the email content, and whatever prompt I gave, it delivers exactly to my prompt, and each time it delivers even a better result than the previous time. It is highly reliable and stable in my opinion.
I would definitely urge anyone to use a centralized CRM, sales CRM like Freshsales because they get a holistic view of their customer data, which in turn will help them only to reach out to their customers in a better manner and convert them to paying customers or revenue-making customers. Freshsales will give a holistic view and help convert better.
Freshsales is a much reliable and much useful software for any business that wants to convert leads to customers to revenue. I would definitely invest in a software like Freshsales. It is quite good for the money that is being spent on it. It provides a lot more value. I would rate this review a 10 on 10.
Ishan S.
A Practical CRM for Managing Leads and Customer Interactions
Reviewed on Jun 11, 2026
Review provided by G2
What do you like best about the product?
I work as a Dietician and Nutritionist, manage a homeopathy clinic, and also create health education content. What I like most about Freshsales is that it is easy to use and did not take much time to set up. The interface feels straightforward, so managing daily work is not complicated. I regularly use the contact management and lead tracking features to keep nutrition consultation inquiries and wellness program prospects organized. It helps me see who has been contacted, who needs a follow-up, and which inquiries are still active. The pipeline view is also useful because it gives a clear picture of where each opportunity stands. Instead of checking different notes or messages, I can quickly review progress and plan the next action. Another thing I like is the task and activity management. I can schedule follow-ups, add notes after discussions, and keep track of important client interactions in one place. This is helpful when handling multiple consultations and health education projects at the same time.
I also use it to maintain records of people who show interest in diet plans, wellness programs, and health awareness activities. Having contact details, communication history, and follow-up information available in one system makes day-to-day coordination easier. The email and activity tracking features are useful for monitoring ongoing conversations and ensuring that important inquiries are not missed. This helps maintain better communication and follow-up consistency during busy work schedules. The performance has been reliable during regular use. Pages load quickly, contact records open without delays, and moving between leads, activities, and pipeline stages feels smooth. Overall, it provides a good balance of features without making the system feel overly complex.
I also use it to maintain records of people who show interest in diet plans, wellness programs, and health awareness activities. Having contact details, communication history, and follow-up information available in one system makes day-to-day coordination easier. The email and activity tracking features are useful for monitoring ongoing conversations and ensuring that important inquiries are not missed. This helps maintain better communication and follow-up consistency during busy work schedules. The performance has been reliable during regular use. Pages load quickly, contact records open without delays, and moving between leads, activities, and pipeline stages feels smooth. Overall, it provides a good balance of features without making the system feel overly complex.
What do you dislike about the product?
I like the reporting features, but when I need a very specific view of lead activity or follow-up performance, I sometimes spend extra time adjusting filters and report settings. The information is available, though creating a highly customized view can take a little more effort. For standard reporting it works well, but for more detailed analysis I occasionally need to refine the report settings before getting the exact view I am looking for.
What problems is the product solving and how is that benefiting you?
It is helping me keep contacts, leads, follow-ups, and communication activities organized in one place. Instead of tracking inquiries through different notes, emails, or records, I can manage everything through a single system. I can keep contact information updated, schedule follow-up activities, review previous interactions, and monitor the progress of leads more easily. Having lead records, notes, tasks, meetings, and communication history connected together helps keep ongoing work organized.
The pipeline view also provides a clear overview of active opportunities and upcoming actions. This makes it easier to prioritize follow-ups, stay updated on ongoing discussions, and keep communication moving forward without missing important details. Having everything available in one place makes daily work easier to manage. I can review information more quickly, keep follow-up activities organized, and spend less time searching through different records to find important details.
The pipeline view also provides a clear overview of active opportunities and upcoming actions. This makes it easier to prioritize follow-ups, stay updated on ongoing discussions, and keep communication moving forward without missing important details. Having everything available in one place makes daily work easier to manage. I can review information more quickly, keep follow-up activities organized, and spend less time searching through different records to find important details.
Sonu Thomas
Centralized contact tracking has improved campaigns but email templates need more flexibility
Reviewed on Jun 02, 2026
Review provided by PeerSpot
What is our primary use case?
From a user point of view, I use Freshsales for my day-to-day sales activities, and as a basic system for the sales team, it is very user-friendly. I can assign different sales teams, and even if I don't need them to be in-house, I can manage their activities from anywhere, getting all the data in one platform where they can independently work and keep the updates.
What is most valuable?
Freshsales is primarily used as a CRM, and I'm using it as a CRM.
I have some experience with Freshsales workflow automation, and I find that it does have an impact, especially with basic workflow automations such as sales campaigns that I have tried, although I am sure that is just the minimal part of the automation. I didn't explore it much because my team members explained to me what the other features are, but as I'm running a small team, I didn't find a use case for a full-fledged automated workflow. I do remember that before I knew about workflow automation, my sales team used to spend a lot of time getting data, especially because we mainly work with campaigns and newsletters. They used to work manually to obtain certain information or eliminate some data. When the team advised about certain automation, it made it very quick to get that information.
Regarding the email tracking feature, I would say it helps with customer engagement. For example, in a massive sales campaign, once it is sent, the next level of engagement can be tracked based on email tracking, such as how many were received or if they were opened multiple times. There are different scenarios where I can plan accordingly, and I can send a second level of campaigns based on the first one's report. I have different options according to my needs.
What needs improvement?
I see things in Freshsales that could be improved. With the current market trend, I cannot specify anything, but I remember that for email campaigns, more templates could be useful since it depends on the plans for template accessibility. I think I'm using the forest plan; I have to check my records, but it has some limited templates. For example, if you look at Canva, the templates it provides can be more flexible for editing. Other features, such as data entry, could also be enhanced. I need to mention that my salesperson pointed out some things related to contacts, but otherwise, the support feature, especially the chat option and FAQs, is very self-explanatory with many useful elements.
I would give Freshsales something around seven out of ten. Regarding AI features, I never tried those, so I cannot comment on them. However, from my experience, I feel that templates should have more options and customizable template features, especially when it comes to importing images into email templates. There are limitations in that area, and enhancing those editing capabilities would be much more useful.
For how long have I used the solution?
I have been working with Freshsales for three years now.
What do I think about the stability of the solution?
Freshsales is stable; I have never had any issues with glitches or bugs.
What do I think about the scalability of the solution?
Freshsales is a scalable solution.
How are customer service and support?
I would rate Freshworks support an eight on a scale from zero to ten.
How was the initial setup?
The installation part and deployment procedure of Freshsales is not complex, but it requires proper training.
What about the implementation team?
I got support from my partner, so with customers, even for a test environment, it's quite straightforward.
What was our ROI?
Regarding return on investment with Freshsales, it is good if you're really using it. For me, it's the best thing since it keeps my contacts or customer repository in one place and accessible from anywhere. I don't need to keep it in a traditional format, so that is the basic concept of having a system, and it can be shared with the team with role-based access, which are clear advantages. I don't have a specific measure for that, though.
Which other solutions did I evaluate?
In comparison to other products, I think Freshsales has other leaders in the market, but from a price perspective, it is more affordable than the competition.
What other advice do I have?
Regarding Freshsales' AI capabilities, I haven't experienced them yet, as I'm not using them. Perhaps I have to sit with the team and understand the new features, but right now, if you ask me about that, I cannot give feedback.
I have seen predictive scoring and while not very much, I find it really helpful, but in my personal scenario, I'm not running based on that, although I think the scoring and these things are good.
I would give Freshsales a rating of seven out of ten.
ParthSudra
Automation has transformed email follow-ups and order processing but support and APIs need work
Reviewed on Jun 01, 2026
Review from a verified AWS customer
What is our primary use case?
I have utilized Freshsales' workflow automation. Our team was missing conversations from customers and emails from customers, which might arrive on weekends or days after initial contact. I implemented a trigger so that if emails or active customers from which purchase orders have not been signed are waiting for proposals or awaiting POs to sign, and the customer's email has been received by the sales team on weekends or weekdays, they will be notified in fifteen minutes through workflow automation if the email is not read within a certain time duration.
Apart from that, we have also responded through those emails. If a customer's email has been received with approval and the automator identifies the approved signature or approved context in the email, it will automatically process the orders in the system without manual intervention from the sales team or sales user.
Advanced API limits present some customization constraints that we cannot address. For instance, adding sandboxing for the current setup is not possible. If I want to do something else, there might be a sandbox environment if they could provide it. The reporting feature is not currently available, which could be very beneficial.
What is most valuable?
Freeing up time in my sales process has had a significant impact. Earlier, considerable time was spent on manual activities. After using Freshsales, I have definitely saved considerable time.
Almost everything has been automated through a process-driven approach, such as sending purchase orders, responding to customer emails, or adding values to emails. I assess Freshsales' email tracking feature as very strong.
What needs improvement?
Freshsales could be improved if there were a team managing Freshsales service operations in-house. However, the support provided by the service team or fresh service team and the customer team of the company is very poor. I did not appreciate the support. If I had a partner in place who could guide me through Freshsales features, there would not be any issues.
Response time, overall customer response, and SLA must be improved. The quality of support should be enhanced from the customer service team. There are many limitations in Freshsales that can be addressed. Additional features I would appreciate seeing in the future to make it stronger include enhanced API limits, email restrictions, and sales sequences.
For how long have I used the solution?
I have been working with Freshsales for two to three years.
How are customer service and support?
I would rate their support as a seven out of ten.
Which solution did I use previously and why did I switch?
I have worked with many solutions before Freshsales. Earlier I used local CRMs, not Salesforce. Salesforce was too costly for me, so I migrated to Zoho, but Zoho proved difficult for my team.
I replaced it with Freshsales because I was already using ticketing service solutions such as Freshdesk and ITSM for Freshservice. I tested Freshsales as well, and it works effectively for my team.
How was the initial setup?
The initial setup for Freshsales was not straightforward. There were many customizations that I needed to do manually. As a partner with an in-house team capable enough to complete the migration activity, the setup was driven smoothly. However, considerable effort was invested in the migration process.
What about the implementation team?
The implementation took approximately one and a half months in my case. I needed two to three resources for that.
What other advice do I have?
Freshsales is an Indian locally driven business, so only a single currency is embedded. However, multi-language support, such as a combination of Hindi and English, is available.
I use Freshsales' predictive scoring, but I do not rely on it at scale because sometimes it might be inaccurate or provide lower quality predictions.
Sales sequences save considerable time, which is beneficial. I am also using a similar feature for marketing. The marketing team and sales team are collaboratively working on multiple campaigns, which really helps the business.
Approximately fifty to fifty-five people are using it in my company. I need two administrators to manage it.
I would recommend this product to other companies. For those seeking a more affordable and cost-effective solution, this is a good option.
I have been both a customer and a partner. I would rate this product a seven out of ten overall.