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Freshworks Reviews
58 reviews
Save BIG on
Freshworks
Save up to $20 on Freshworks
Freshworks
Used by 1044 members
14 days free on Freshdesk
Save up to $20 on Freshworks
Save BIG on
Freshworks
- 01 What is Freshworks?
- 02 Pros and cons from reviewers
- 03 Main features
- 04 How Freshworks compare to similar software?
- 05 Who is Freshworks best for according to our reviewers?
- 06 Freshworks Reviews
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01 What is Freshworks?
Freshworks is a comprehensive customer engagement platform that enables startups to deliver superior customer experiences and build lasting relationships. It allows businesses to streamline their customer support, sales, marketing, and CRM processes from a single integrated platform. Freshworks offers functionalities to manage customer interactions across various channels, ensuring a personalized experience for customers. It centralizes all customer conversations and data, promoting effective collaboration within teams. The platform is user-friendly with an intuitive interface, requiring minimal training for teams. Freshworks is trusted by startups and large businesses alike, including brands like Honda, Toshiba, and Hugo Boss. There are promotional offers available on the Pro plan to optimize your budget while leveraging the platform's capabilities.
02 Pros and cons from reviewers
Pros from reviewers
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Excellent documentation and configuration
Freshworks stands out for its excellent documentation and configuration, making it easy for users to understand and use the software -
Free plan availability
Freshworks provides a free plan that is sufficient for many users, making it a cost-effective choice for small businesses or startups -
User-friendly interface
Despite some customer service issues, users find the software itself to be well-designed and user-friendly, enhancing the overall user experience -
Feature-rich software
Freshworks offers a wide range of features including knowledge base, tickets, chat, and AI bots, making it a comprehensive solution for many users -
Accurate project monitoring
Freshworks allows users to monitor their projects from the lead stage to the opportunity with 100% accuracy, ensuring no follow-ups are missed.
Cons from reviewers
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Poor customer service
Many users have reported poor customer service experiences with Freshworks, including unresponsive representatives, unresolved queries, and difficulty understanding representatives due to language barriers -
Forced upgrades
Some users feel forced to upgrade to access more features, despite the free plan being sufficient for many users -
Issues with email function
There have been reports of issues with the email function of Freshworks, including a high email bounce rate and difficulty uploading images directly into the email body. -
Unfair business practices
There have been complaints about Freshworks' business practices, including requiring a 60-day notice for cancellation without sending reminders about upcoming renewals and refusing to refund charges for unused products -
Overly complex CRM
Some users find Freshworks' CRM overly complex and difficult to set up, especially without a dedicated person to handle it
Freshworks
Software suite for sales, marketing, and customer service teams
14 days free on Freshdesk
Save up to $20
03 Main features
Starting Price
Free Plan
Collaboration
Multilingual support
Personalize interactions with your leads and customers
AI-powered chatbots
Analytics and reporting
N/A
Free Plan
No
Collaboration
Multilingual support
Personalize interactions with your leads and customers
AI-powered chatbots
Analytics and reporting
Freshworks
Software suite for sales, marketing, and customer service teams
14 days free on Freshdesk
Save up to $20
04 How Freshworks compare to similar software?
While navigating through the intricacies of customer management and enhancing overall business efficiency, Freshworks and HubSpot are two prominent contenders. Both offer robust features, but their differences come to the forefront when we explore their customization and flexibility capabilities.
Freshworks empowers users with the ability to craft highly personalized pipelines, meticulously tailored to fit the unique sales stages and cycles of their business. It provides a hands-on approach to designing your sales processes, offering fine-grained control. HubSpot, on the other hand, takes a holistic approach to customization. It seamlessly integrates automation across various facets of your business, spanning sales, marketing, and customer service. This integrated approach aims to liberate teams from manual and repetitive tasks, streamlining operations on a broader scale.
Pricing is often a pivotal factor when choosing a CRM tool, and Freshworks and HubSpot have distinct approaches in...
Freshworks
Used by 1044 members
Software suite for sales, marketing, and customer service teams
14 days free on Freshdesk
Save up to $20
HubSpot
Used by 2816 members
CRM, marketing automation & customer service software suite
90% off the Professional and Enterprise plans for 1 year
Save up to $7,000
When it comes to customer relationship management (CRM) software, Freshworks and Zoho are two heavyweight contenders worth examining in detail. Both platforms offer an array of features and capabilities, each with its unique approach and strengths. Delving into these distinctions is crucial to making an informed choice that aligns with your business needs.
Efficient workflow automation is a cornerstone of modern business operations, minimizing manual tasks and bolstering operational efficiency. In this arena, Zoho stands out with its advanced and highly customizable features. It provides an extensive toolkit for automating routine tasks, from lead assignments to task triggers based on user-defined criteria. Zoho's approach to workflow automation offers businesses the flexibility to streamline their processes according to their specific requirements. Freshworks, while offering workflow automation capabilities, may not match the depth and customization options provided by Zoho.
...
Freshworks
Used by 1044 members
Software suite for sales, marketing, and customer service teams
14 days free on Freshdesk
Save up to $20
Zoho
Used by 1462 members
All-in-one customer relationship management software
$3,000 in credits for 1 year
Save up to $3,000
When comparing Freshworks and Salesforce, it becomes evident that these two CRM platforms are tailored for different business needs, each with its unique set of strengths and features. These differences revolve around target audience, scalability, and functionality, and they play a crucial role in determining which platform is the right fit for your business.
Freshworks primarily caters to the needs of small and medium-sized businesses, making it an appealing choice for startups and growing enterprises. Its user-friendly interface and affordability make it a practical option for businesses with limited resources. Freshworks functions as a comprehensive CRM solution, offering fundamental features that suit organizations with simpler CRM requirements. Its focus on core CRM functions positions it as an accessible choice for businesses seeking a cost-effective and straightforward solution to manage customer relationships.
In contrast, Salesforce has established itself as a juggernaut in...
Freshworks
Used by 1044 members
Software suite for sales, marketing, and customer service teams
14 days free on Freshdesk
Save up to $20
Salesforce
Used by 269 members
The world’s #1 AI CRM
45% off the Starter Suite plan for 1 year
Save up to $675
05 Who is Freshworks best for according to our reviewers?
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Companies with High Customer Turnover
Companies with a high customer turnover might find Freshworks useful for maintaining an updated customer database, despite potential issues with email functions -
SaaS Companies
Freshworks is suitable for SaaS companies with a dedicated person to set up this complex CRM. However, they should be prepared for possible issues with customer service and technical support -
Project Managers
Freshworks is beneficial for project managers as it enables them to monitor their projects from the lead stage to the opportunity with 100% accuracy, ensuring no missed follow-ups -
Teams Needing CRM Training
Teams that require training to utilize a CRM effectively might find Freshworks challenging due to potential language barriers with trainers. However, if they can arrange training with an expert, they might be able to use the system to its full potential. -
Small to Medium Businesses
Freshworks is a feature-rich software that offers a free plan sufficient for many small to medium businesses. It stands out in areas like knowledge base, tickets, chat, and AI bots
Freshworks
Software suite for sales, marketing, and customer service teams
14 days free on Freshdesk
Save up to $20
06 Freshworks Reviews
Freshworks rating
Freshworks Reviews
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Sanjuanita Marquardt
Extended Trial to Validate Automations and Portal Setup
We started with Freshdesk after finding a 14-day extended trial via Joinsecret, and it gave us enough time to properly test automations, agent groups, and the customer portal before committing, which honestly made the decision easier
July 14, 2026
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Gil Johnston MD
Faster Teamwork with Shared Inbox and Canned Replies
We use Freshdesk and the shared inbox, collision detection, and canned responses have made the team noticeably faster, and getting an extra 14 days through Joinsecret was a nice bonus while we were still testing our setup
July 7, 2026
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Sen. Elbert Casper
Clean Onboarding, Clear SLAs, and Useful Reporting
What I like most is how approachable the system is for new agents, the interface is clean, the SLA policies are straightforward to manage, and the reporting gives enough detail to spot where first response times are slipping
June 27, 2026
-
Page Waters
Practical Workflow Automations that Prevent Missed Tickets
Freshworks stands out to me because the workflow automator is practical rather than flashy, we use it to escalate VIP accounts and flag overdue issues, and it has reduced the number of tickets that fall through the cracks
June 20, 2026
-
Norbert Dickens
14-Day Extension to Properly Test Customization and Branding
One thing I appreciated during rollout was having a bit more trial time from Joinsecret, those extra 14 days gave us room to test custom fields, reporting filters, and portal branding properly instead of rushing through a basic evaluation
June 14, 2026
-
Maddie VonRueden
Freddy AI Assist plus Parent-Child Ticket Tracking
The Freddy AI suggestions are not perfect, but they do save time on routine replies, and I also appreciate that ticket linking and parent-child ticketing make it easier to track larger incidents across multiple customers
June 8, 2026
-
Rosetta Schoen
Omnichannel Support with a Strong Knowledge Base
Freshworks helped us centralize email, chat, and web form requests without making things feel bloated, and the knowledge base has been more useful than expected for reducing repetitive tickets
June 2, 2026
-
Rosanna Lubowitz JD
Custom Views and Smart Routing Automation
Freshworks has been a solid fit for our support team because the ticket views are easy to customize and the automation rules cut down a lot of manual triage, especially for routing billing versus technical issues
May 24, 2026
-
Jamal Lynch
Smooth Parallel Migration in 14 Days
We used the 14 days free through Joinsecret to run parallel with our old helpdesk, the import and agent onboarding went smoother than expected, and we uncovered a couple of edge cases in time
May 19, 2026
-
Ben Konopelski
Clean UI with Power-User Depth
The UI is clean and new agents ramped quickly, but power users still have access to detailed views like custom fields, tags, and automations without digging through settings forever
May 12, 2026
Start saving on the best SaaS
Secret has already helped tens of thousands of startups save millions on the best SaaS like Microsoft Teams, Google Workspace & many more. Join Secret now to buy software the smart way.