Freshsales Problems & Issues
Real user-reported problems, complaints, and limitations for Freshsales. Based on analysis of 12 signals.
Overall score: 55/100
Issues by Category
Only one pipeline on Growth plan
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.
Complex and limited reporting capabilities
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.'
Missing basic features that should exist
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.
Data-heavy UI overwhelming for small businesses
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.
Support tickets left open for weeks
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.
Difficult to cancel subscription and get refunds
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.
Recurring bugs and system errors disrupt operations
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.'
Expensive add-ons for basic features
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.
Poor API documentation and integration issues
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.
System slowness and sync delays
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.
Mobile app lacks desktop features and has audio issues
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.
Data import bugs with minimal support
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.
Regret Patterns
Common reasons users regret choosing Freshsales.
Discovered single pipeline limitation after onboarding
Teams sign up for the affordable Growth plan, complete onboarding and training, then realize they can only have one sales pipeline. Businesses with multiple products or services must either cram everything into one pipeline or upgrade to Pro ($39/user)—a 4x price increase.
Hit support wall during critical bug
Users encounter a serious bug affecting sales operations—sequences not running, data not syncing, emails not sending. Support tickets sit open for weeks while revenue is impacted. The realization hits that reliable support isn't available when you need it most.
Add-on costs ballooned beyond base subscription
What started as an affordable $9/user/month CRM becomes significantly more expensive with API limits ($250/month add-on), email add-ons, and contact limits. Teams realize the true cost is much higher than advertised base pricing.
Couldn't cancel subscription despite multiple attempts
Teams try to cancel but discover the process requires 'approval' and takes weeks. Meanwhile, charges continue. Some users report still being charged months after requesting cancellation, with support unresponsive to refund requests.
Integration project failed due to poor API
Development teams attempt to integrate Freshsales with other systems but find the API documentation 'non-existent or incomplete.' Trial-and-error wastes engineering time, and rate limits block production usage. The integration vision never materializes.
Reporting couldn't deliver needed insights
Teams realize the reporting capabilities can't produce the analytics they need. Customization is limited and complex. They end up maintaining separate dashboards and spreadsheets, defeating the purpose of having data in a CRM.
When Freshsales Breaks Down
Specific scenarios where Freshsales fails or underperforms.
Field team relies primarily on mobile CRM
When field sales becomes the primary use case, the mobile app's limitations surface. Missing desktop features, audio quality issues during calls, and sync delays impact productivity. Teams may need supplementary tools for mobile work.
Company attempts to cancel or change subscription
When business needs change and cancellation or downgrade is required, the difficult process kicks in. Claims of needing 'approval,' continued charges after cancellation requests, and unresponsive support create frustration and unexpected costs.
Business launches second product line
When a business expands to sell multiple products or services, the single pipeline limitation on Growth plan becomes untenable. The workarounds (cramming everything into one pipeline or using tags) become messy. Upgrade to Pro becomes mandatory, quadrupling per-user costs.
Team needs custom integrations with other tools
When operations require data sync with external systems (ERP, marketing automation, custom apps), the poor API documentation and rate limits create roadblocks. The $250/month API add-on may not even be enough for heavy usage. Integration projects stall or fail.
Critical system bug during peak sales period
When a bug affects sequences, data, or emails during crucial sales periods, support response times of 'weeks' become unacceptable. Revenue is lost while waiting for fixes. The lack of reliable support escalation paths leaves teams helpless.
Leadership demands advanced sales analytics
When executives need detailed reporting on sales performance, Freshsales' limited customization becomes apparent. Creating reports for specific business needs is challenging without technical skills. Teams resort to manual data exports and spreadsheet analysis.