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Freshworks Review

Depends

Should I use Freshworks?

Pricing for Freshworks Customer service, IT service, and CRM software that's powerful yet easy to use. Now supercharged with generative AI. - freshworks.com

· 1 month ago

Buy if you're a scaling mid-market team that wants helpdesk, ITSM, or CRM in one AI-heavy suite. Skip it if you're a small team needing a simple contact list or a cheap, simple helpdesk.

Confidence

Medium. Based on 40+ public sources; specific paid price points not confirmed in source snippets, so pricing details beyond the free tier are structural.

Ratings

  • Value for money
  • Ease of use
  • Feature depth
  • Support quality
  • Security posture

Pricing

$0

Freshsales Free

ModelNot disclosed
Monthly feesNot disclosed
HardwareNot disclosed
Free tierYes
Paid plans (Freshdesk / Freshsales / Freshservice)Per agent, per month

Best for

  • Mid-market customer support teams
  • IT service desks (ITSM)
  • Teams bundling CRM plus helpdesk
  • Tiny sales teams on free Freshsales

Not for

  • Small teams needing only a simple contact list
  • Solo founders wanting spreadsheet-simple CRM
  • Buyers needing 24x7 support on the cheapest plan
  • Strict-security shops uncomfortable with misconfiguration exposure reports

Gotchas - check before you buy

high

Researchers found hundreds of Freshservice instances exposing internal data via misconfiguration — audit your settings.

medium

Entry support runs 24x5; round-the-clock help costs more.

medium

Freshsales free plan hard-caps at 3 users; per-agent costs grow with headcount.

medium

Freshworks WordPress integration plugins have had XSS CVEs; patch promptly.

Pros and cons

Pros

  • Rated 4.4/5 by 673 Gartner Peer Insights reviewers
  • G2 named Freshsales a top CRM for small business
  • Freshsales free tier covers up to 3 users at $0
  • Full suite spans helpdesk, ITSM, CRM, now with generative AI
  • Runs a HackerOne bug bounty and public Trust Center

Cons

  • Freshsales rated just 1.3/5 on Trustpilot (120 reviews)
  • Some plans include only 24x5 support, not 24x7
  • G2 Freshservice reviewers cite lack of ownership
  • Product sprawl: Freshdesk, Freshsales, Freshservice priced and bought separately

Sources & method

- 12 sources - Trust Center, GDPR compliance, and HackerOne bug bounty; a few CVEs in integrations and reported customer-side misconfigurations.

official x2review x6security x3news x1
  • CVE-2024-32129, URL redirection to untrusted site vulnerability disclosed against Freshworks.
  • Stored XSS in Freshworks WordPress CRM integration, Unauthenticated attackers could inject scripts via form submission data in the integration plugin.
  • Freshservice misconfiguration exposures, Researcher reported hundreds of companies exposing internal data via publicly accessible Freshservice instances.
  • Reported ticket/email leak, Customer posted about tickets and emails being sent to unintended recipients.

Key stats

  • Value for money: 3/5

    Rating

  • $0

    Starting price

  • 12

    Sources

  • Analyzed

  • Value for money: 3/5. Free tier exists, but Trustpilot 1.3/5 signals discontent.
  • Ease of use: 4/5. TechRadar 4.5/5; repeatedly reviewed as easy.
  • Feature depth: 4/5. Full suite: helpdesk, ITSM, CRM, plus generative AI.
  • Support quality: 3/5. 24x5 on some plans; ownership complaints on Freshservice.
  • Security posture: 3/5. Bug bounty and Trust Center, but CVEs and exposure reports.
  • 4.4/5 Gartner Peer Insights 673 reviews, CRM engagement center
  • 8,773 G2 reviews across Freshworks products
  • $0 Free tier Freshsales, up to 3 users
  • 24,503 Detected customers companies using Freshworks (Bloomberry)

Pricing

Freshsales Free

$0

  • Up to 3 users
  • Entry-level CRM

Paid plans (Freshdesk / Freshsales / Freshservice)

Per agent, per month

  • Each product priced separately
  • Higher tiers add generative AI

Security

Trust Center, GDPR compliance, and HackerOne bug bounty; a few CVEs in integrations and reported customer-side misconfigurations.

  • CVE-2024-32129URL redirection to untrusted site vulnerability disclosed against Freshworks.⁹
  • Stored XSS in Freshworks WordPress CRM integrationUnauthenticated attackers could inject scripts via form submission data in the integration plugin.
  • Freshservice misconfiguration exposuresResearcher reported hundreds of companies exposing internal data via publicly accessible Freshservice instances.10
  • Reported ticket/email leakCustomer posted about tickets and emails being sent to unintended recipients.

What users say

Aggregates look strong (4.4/5 Gartner, 4.5/5 TechRadar), but Trustpilot sits at 1.3/5 and sysadmin forums report mixed Freshservice experiences.

“The is a Serious Data breach with Freshworks Tickets and emails getting sent everywhere”
Freshworks Community forum

Alternatives

Compare Freshworks with each alternative.

Full analysis

Based on 40+ public sources; specific paid price points not confirmed in source snippets, so pricing details beyond the free tier are structural.

Solid mid-market suite (4.4/5 Gartner); great for scaling support/IT teams, overkill if you just need a contact list.

Methodology

Based on 40+ public sources; specific paid price points not confirmed in source snippets, so pricing details beyond the free tier are structural.

Read how a report is made.

Sources

  1. Freshworks Reviews, Ratings & Features 2026 | Gartner Peer Insightsgartner.com
    review
  2. Freshworks Products | G2 Seller Reviewsg2.com
    review
  3. Freshsales Reviews - Trustpilottrustpilot.com
    review
  4. Freshsales Review 2026: What the 4.5/5 G2 Rating Doesn't Tell Youmarketbetter.ai
    review
  5. Freshservice Reviews on G2g2.com
    review
  6. Freshworks Review - TechRadartechradar.com
    review
  7. Freshworks Pricingfreshworks.com
    official
  8. Freshsales CRM Pricing Comparisonfreshworks.com
    official
  9. CVE-2024-32129 Detail - NVDnvd.nist.gov
    security
  10. Hundreds of companies' internal data exposed — The Freshservice misconfigurationinfosecwriteups.com
    security
  11. Freshworks | HackerOne Bug Bountyhackerone.com
    security
  12. Companies using FreshWorks (list of customers)bloomberry.com
    news

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