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Should I Use Freshworks?

freshworks.com·Analyzed 1 day ago··Based on 12 sources

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

Depends

Depends

Buy if you're a scaling mid-market team that wants helpdesk, ITSM, or CRM in one AI-heavy suite.

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

Confidence: Medium

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)

Value for money3

Free tier exists, but Trustpilot 1.3/5 signals discontent.

Ease of use4

TechRadar 4.5/5; repeatedly reviewed as easy.

Feature depth4

Full suite: helpdesk, ITSM, CRM, plus generative AI.

Support quality3

24x5 on some plans; ownership complaints on Freshservice.

Security posture3

Bug bounty and Trust Center, but CVEs and exposure reports.

Pros

  • Rated 4.4/5 by 673 Gartner Peer Insights reviewers¹
  • G2 named Freshsales a top CRM for small business
  • Freshsales free tier covers up to 3 users at $0⁸
  • Full suite spans helpdesk, ITSM, CRM, now with generative AI⁷
  • Runs a HackerOne bug bounty and public Trust Center11

Cons

  • Freshsales rated just 1.3/5 on Trustpilot (120 reviews)³
  • Some plans include only 24x5 support, not 24x7⁴
  • G2 Freshservice reviewers cite lack of ownership⁵
  • Product sprawl: Freshdesk, Freshsales, Freshservice priced and bought separately⁷

Gotchas

  • highResearchers found hundreds of Freshservice instances exposing internal data via misconfiguration — audit your settings.10
  • mediumEntry support runs 24x5; round-the-clock help costs more.⁴
  • mediumFreshsales free plan hard-caps at 3 users; per-agent costs grow with headcount.⁸
  • mediumFreshworks WordPress integration plugins have had XSS CVEs; patch promptly.

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

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.

HubSpot CRM

Free-starter CRM with stronger marketing; lighter on ITSM.

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.

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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