What Is Freshworks? Freshsales CRM and Freshdesk Support
By Joris van Huët · Freshworks's own site
The short answer: Freshworks is a company, not one product: Freshsales is its CRM, priced per user, and Freshdesk its help desk, priced per agent. If your support team already runs Freshdesk and sales needs a CRM that sees the same customers, Freshsales Pro at $39 per user a month billed annually is the version with contact scoring and sales sequences; the $9 Growth plan is a pipeline with basic workflows.
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Before you price it:
- Add the two products up separately. For example, five sellers on Freshsales Pro and four agents on Freshdesk Growth cost 5 x $39 + 4 x $19 = $271 a month billed annually, per the Freshsales pricing and Freshdesk pricing pages.
- Start from the side you already run. With Freshdesk in place, the Freshsales app links deals and tickets both ways.
- Decide what a sales-ready contact is before switching on scoring, so you can check Freddy's ratings against your own definition.
Two products, one vendor
Freshsales is the sales CRM: deals in kanban pipelines, email, phone and chat, and workflows. Pro adds contact scoring, territories and sales sequences; Enterprise adds forecasting insights, custom modules and a sandbox, per the pricing page. Freshsales Suite adds 500 marketing contacts at the same entry prices, per the Suite pricing page.
Its AI, Freddy, scores contacts from 0 to 99 and rates customer fit in stars, learning from signals an admin defines, per the scoring guide.
Freshdesk is the support product: ticketing, a shared inbox, a customer portal and knowledge base, with a Freddy AI Agent whose first 500 sessions are included on every plan, per the Freshdesk pricing page. Freshdesk also offers an MCP server for AI clients such as Claude and Cursor, authenticated by each user's API key.
Who it suits, and who it does not
It suits a company that wants sales and support from one vendor, and a SaaS business that can feed product events into scoring. It suits less well a team that expects tool-by-tool permissions for AI: the MCP FAQ says tool-level access control is not yet available.
Prices, checked on 24 October 2026
In USD, on the Freshsales and Freshdesk pricing pages:
| Product and plan | Billed annually | Billed monthly |
|---|---|---|
| Freshsales Growth, per user | $9 | $11 |
| Freshsales Pro, per user | $39 | $47 |
| Freshsales Enterprise, per user | $59 | $71 |
| Freshdesk Growth, per agent | $19 | $23 |
| Freshdesk Pro, per agent | $55 | $66 |
| Freshdesk Enterprise, per agent | $89 | $107 |
Freshsales add-ons include branded documents at $19 per user a month and Freddy AI Agent sessions at $49 per 100; Freshdesk sells MCP actions at $15 per 1,000. Freshsales starts with a 21-day trial and Freshdesk with 14 days on its Enterprise plan. A bundle vendor gains most when the second product is switched on, so price each product as if it had to earn its seat alone.
How it compares
HubSpot sells sales, service and marketing as separate hubs on one platform, with free tools for up to two users, per its CRM pricing page; the choice turns on whether one platform's free tier or two priced products fits your team. ServiceNow's ITSM page sells IT service management on its AI platform and lists no prices; it competes with Freshservice, Freshworks' IT product, which this entry does not cover, rather than with Freshdesk.
Getting started
How to use Freshworks takes one job: product signals scored in Freshsales and handed to sales, with support history checked first. If the real question is whether your stack needs two vendors or one, a one-week Startup Fixer review of my own looks at that.
FAQ
Is Freshworks the same as Freshsales?
No. Freshworks is the company; Freshsales is its CRM, Freshdesk its help desk, and each has its own plans and prices.
Which Freshsales plan has contact scoring?
Pro and Enterprise, per the pricing page.
Can sales see support tickets?
Yes, with the Freshsales app installed in Freshdesk: agents see a customer's most recent deals beside the ticket, and Freshsales users see linked tickets on contacts, accounts and deals, per the integration guide.