Freshsales Problems & Issues

Most reviewers report recurring bugs and system errors that disrupt daily operations. Users report issues including the system failing to run sequences, failing to remove people from sequences, losing data, and stopping email sends. One user noted they've been using Freshsales for about a year and 'it's been nothing but glitchy and problematic.'

Users report support tickets being left open for weeks without resolution. Customer support chat fails mid-conversation, causing chat history to be lost. Multiple reviews describe the support team as having 'a lack of understanding of their product' and blaming issues on customers instead of fixing problems. Some users report waiting for refunds since April 2025.

Users complain that Freshsales won't cancel subscriptions even when account cancellation is requested, and will continue charging monthly. The company claims they 'need to get approval and the process is long.' Users report Freshsales won't refund feature add-ons used for less than 7 days and keeps money if customers cancel one day after renewal.

Users complain that Freshsales is 'very expensive for what it offers and requires too many add-ons' including charges for email volume, contacts, and API connections. The API Extension add-on costs $250/month for increased limits. There's a significant price jump between subscription tiers that catches users off guard when scaling.

Cheaper plans only offer one pipeline, which is extremely problematic for businesses selling multiple products or services. Being stuck with one pipeline on the Growth plan is described as 'frustrating if you sell different products.' Users don't realize this limitation until after committing to the platform.

Reporting capabilities lack customization options, and the complexity of reporting tools is a significant drawback. Customizing reports to fit specific business needs proves challenging, especially without advanced technical skills. Users report having to create separate dashboards for basic email metrics since Freshsales 'offers only basic email open and click rates.'

Users note that 'things they think should be basic features just don't exist or don't work in Freshsales.' Email sequences don't exist on lower subscription plans. Duplicate contact management requires expensive plans. Features that are standard in competitors are locked behind higher tiers or simply absent.

Freshsales UI is described as 'data-heavy and might be overwhelming for small businesses that are new to CRMs or don't need to collect as much information as much bigger companies.' The interface complexity doesn't match the needs of simpler sales operations.

Users report that 'attempting to program against the FreshSales API is a joke' with 'non-existent or incomplete' documentation and inconsistent support responses. Advanced workflow examples and integration troubleshooting documentation is lacking, forcing users to resort to trial-and-error. API limits can block integrations unexpectedly.

Users report instances where the system gets stuck or is slow to sync, delaying the appearance of new deals or contacts in searches. This hinders the process of linking emails or creating new deals. The interface bounces to the bottom or top unexpectedly when entering notes, disrupting workflow.

The mobile app doesn't deliver the full depth of features available on desktop, potentially hindering on-the-go productivity. Users report audio quality issues: 'When making calls through the app, people sometimes say they can't hear clearly and get frustrated and hang up.' The login procedure and mobile experience have been criticized.

Users experienced bugs during data import and received minimal support, with follow-up communications simply stating issues were 'at the technical team' without further updates. Migration from other CRMs can be problematic when data doesn't import correctly and support is unresponsive.