Freshsales Reviews 115

Never created an account with this company but someone used my email and created an account I have been getting constant emails from them even thought I have contacted them 7 times to say I didnt create the account and to delete the account. They never respond to any tickets or emails. Avoid at all costs they don't offer any support.

Ticket ID's
Your ticket with ID #17236031 has been created.
Your ticket with ID #17209824 has been created.
Your ticket with ID #17206174 has been created.

They totally messed up our Freshcaller transition, which left our customer service team having to use a sales team account to receive and make phone calls. We flagged the issue well before our number ported, and then repeatedly after it ported, and a week and a half later no one is dealing with the issue. Really poor service.

After evaluating several CRM solutions for my company, I found Freshworks CRM to be the most disappointing option. The platform is unnecessarily complex and counterintuitive, making it challenging to navigate and use effectively.
Customer support was unhelpful when I reached out for assistance, which only added to my frustration. The lack of user-friendly features and support made it difficult to integrate the CRM into our workflow.
I was also concerned about their payment policies. The inability to remove your payment method easily, coupled with their authorization statement to automatically charge the saved payment method, raised red flags for me. As a precaution, I had to cancel the credit card I used to sign up.
Based on my experience and after reading about similar issues from other users, I cannot recommend Freshworks CRM. I suggest exploring other options that offer better usability and more transparent billing practices.

Support is absolutely ATROCIOUS. Products are okay, if you can actually find someone on their team that can make it work, or you can actually pay to sign up.

Honestly, I'm taking a month as I have it setup, then will 100% be moving to a different platform

I have charges from the previous 9 months for $35. I contacted their team several times and they cannot find the charges. I continue to be charged under the company 'Freshworks Inc San Mateo'. Extremely poor experience,

Used this in trial mode, things were glitchy but worked enough for my use case which is making outbound cold calls.

Once trial ended, after consulting with their sales rep I bought the Growth pack and after I had paid $18, turns out you can't make any calls with it, you need to buy a number and then calling credits separately. Why the hell would you have me pay $18 for a sales package and then tell me I can't make calls after the fact?? Especially when I had asked the sales rep about this exact thing.

No problem, I can just ask for a refund since this isn't what I wanted at all. Nope, you can't ask for a refund because, (to quote their support team)
"I understand your concern regarding the purchase. However, since this was a self-initiated purchase, we are unable to offer a refund"
Brilliant! Scam away, take people's money.

Horrible Experience - Avoid at all Costs

This software is full of Bugs, almost all the functions are not working and when you speak to someone from the technical team they just open the ticket for you. Then you find out that you have almost 10 - 15 tickets opened and all your work and efforts will be focused to work very hard to fix their problems and at the end, nothing will be fixed.

This software instead of being a Help in organizing your contacts, workflows, and any other business related issue, It will become an overwhelming task with everyday problems that you will have to fix.

AVOID AT ALL COST

Their support is the best in the business, always reply to my email, and they always double check my query is resolved if I don’t respond :)

Sadly their support is non-existent, many days without a single reply or help.

I have never experienced customer service THIS bad before. Total and complete incompetence. We have been using Freshsales for about a year, and it's been nothing but glitchy and problematic. NOTHING is ever resolved, support tickets are left open for weeks, and their customer support team blames their issues on the customer instead of fixing the problem.

Their customer support chat will fail mid-conversation, and then the whole chat history is lost. This has wasted HOURS of my valuable time and cost our business money.

Freshworks' support team does not have any clue what they are talking about. In the rare chance you *can* get in touch with them, their "solutions" do not work, and when I show them how/why it doesn't work, they don't believe me.

It is infuriating to have spent so much money and time on software that our business now relies on only for it to be a huge mistake.

The product is fine, but their business practices are egregious. They have a policy that you have to alert them 60 days ahead of your renewal date in order to cancel, however they don't send out any reminders or warnings that your account is about to renew. They charged me $828 for a product I stopped using almost a year ago and refuse to refund my money. Run, don't walk, away from this company.

Might be one of the worst customer service experience I have ever had. Like others have said, you call them, no one picks up and if they do they are all Indians with TERRIBLE English speaking skills. You can not understand a single thing they say and they are rude and will not listen. Once you send them an email, no one answers and they keep closing tickets and no one responds. You can go onto a customer service portal and chat with them and the guy does not have a clue and says he/she will create, yet again, another ticket that no one answers.

The one and ONLY reason I am giving them 2 stars instead of 1 is the software is quite well done and easy to use. It does work well. Just do not try to get any support at all including billing support.

We have been with Freshworks for 24 months and their service has fallen off a cliff. Other than automated responses, we have had no human response for nearly 2-months.

You will get a world-class experience with the sales team during your discussion phase. Once you sign a contract, customer service and tech team will vanish, delay the response and often repass your requests from one person to another.

I have signed a deal for 1 year, and within the forst 30 days and before paying the fees I had to cancel the deal. Now after Two months, they are chasing payments of the project.

If you follow the global advertising about how great this CRM is, go for it, but make sure your right to withdraw is clearly mentioned, your project and business requirements are completely satisfactory and your service is up and running. Because trust me, once there is an issue, no one will help you

Attempting to program against the FreshSales API is a joke. The documentation is non-existent or incomplete and emailing support will yield a different answer depending on the day/time/support person and maybe even the weather. In other words, don't bother contacting support. This CRM was also not cheap, my company paid a bunch for it and it is total crap. I've worked with Dynamics CRM, SalesForce, Monday and countless others and never encountered a bigger waste of time and money.

The system is always disconnected when chatting. Often confused & the support team is very knowledgeable and slow.

Firstly, the Growth tier is now free for up to three users - it's quite hard to justify paying out for other less featured CRM platforms in comparison, if you fit inside the 3 user limit. At least, initially.

But then the more you scratch at the surface, Freshsales just feels unfinished and lacks polish. On paper, there's lots of features, but in practice these are hard to access and require a lot of set-up, and too-frequent workarounds.
Other times (particularly with syncronization tools) behaviour is unexpected and at times, downright problematic.
I found support generally good once you get to 2nd tier, but initial responses often betray a lack of trying to understand your issue. And the chatbot is a waste of space.

This is the second time I've tried Freshsales - it's one of those products I'd love to like due to its pricing and feature set, but just keep on tripping over usability snags.

I only tried their FreshChat service, and all i can say is that don’t waste your time with it, especially if you want to use that service’s mobile app, because it will not work for you or if it did, it will not work for your other team members, it has the stupidest login method, you can login via your email and password directly, you would have to go to your account on desktop, get some sort of a random super long link, past it inside the mobile app and hope that it works for you, because its most likely gonna show you an error even if you pasted the right exact link, with a good phone, good internet speed, and with the latest version available of the app. and if you tell the support that they will show you how to get the login link from your account which is the same thing you did the first time and you got an error!!! wasted my time setting up the app with my business info, setting up the auto reply bot…

Awful service, cheap and cheaply designed. Good customer service though.

absolutely avoid at all costs unless you're a saas company that has someone dedicated to setting up an overly complicated CRM that is supported by none other than the worst support "techs" i've ever come across. few speak clear english, they capitalize on this and hope that people dont understand the suggestions they make for "support" are either not relevant or show their clear lack of education on the product. Run. DO NOT WALK