Dedicated CRM

Freshsales

CRM; status, resolution unresolved

Every verdict, with its evidence

Core objects

In full

Deals, Contacts and Accounts are separate record types. A deal is created with a "Related account" that the vendor documentation marks as optional ("if any") and one or more "Related contacts", so organization association is possible rather than compulsory. Activities exist as Tasks and Appointments (Meetings), and a task is created against a due date, an owner and a searched "contact, account or deal" as its related record.

Source: https://crmsupport.freshworks.com/support/solutions/articles/50000002554-how-to-create-a-deal-, https://crmsupport.freshworks.com/support/solutions/articles/50000002423-how-to-add-a-new-task-

Verification: Verified

Pipeline stages

In full

Deals move through an ordered set of stages that an admin defines, renames and reorders by drag handle, with a probability percentage settable per stage. A pipeline must carry a minimum of three stages, and Won and Lost are present as default stages in every pipeline.

Source: https://crmsupport.freshworks.com/support/solutions/articles/50000002392-how-to-customize-deal-stages-

Verification: Verified

Status

No verdict

The stage side is now settled and carries nothing: the deal stage settings screen takes a stage name and a stage probability only, and the API's full Configuration section - retrieved in its entirety on this pass - returns id, name and deal_pipeline_id for deal stages and lists no forecast category selector anywhere among its twenty-one lookup endpoints, so forecast categories are not a shipped structure in this product. The record side could not be settled. The vendor's list of default deal fields runs Deal Name, Deal Value, Type, Expected close date, Closed date, Product, Payment status, Probability, Owner, Deal Pipeline, Deal Stage, Account, Related Contacts, Source and Campaign with no status or closed attribute, but that article describes the field manager rather than the API object, and a system attribute can exist outside the field manager. The Deals attributes table in the API reference remains unread, so a record-level status attribute can be neither confirmed nor ruled out.

Source: https://crmsupport.freshworks.com/support/solutions/articles/50000002392-how-to-customize-deal-stages-, https://crmsupport.freshworks.com/support/solutions/articles/50000002555-what-are-deal-fields-how-to-customize-them-, https://developers.freshworks.com/crm/api/

Searched: Adversarial pass. Reached and read in full: the API reference Configuration section (complete selector list, no forecast categories, deal stages return id, name, deal_pipeline_id), the API reference Contact attributes table, the deal stages customization article, the deal fields article, the default deal views article and the deal stage movement analytics article. Not reached: the Deals attributes table and the view/create deal response examples. Both the current reference at developers.freshworks.com/crm/api and the legacy reference at developer.freshsales.io/api are single very long pages whose retrieved content truncates before the Deals section - the current one ends inside Marketing Lists, section nine of twenty-two, with Deals at eleven, and the legacy one ends inside Contacts. Direct retrieval of the raw pages was blocked by egress policy and no separate per-object page, OpenAPI document or app SDK deal schema was reachable. This is documentation that exists and could not be retrieved, not documentation that is silent.

Verification: Pending vendor verification

Resolution

No verdict

Everything reachable points to the outcome being carried by the stage name rather than by any property. The vendor's sample views define Won deals and Lost deals as deals whose deal stage is Won or Lost, the analytics article treats closed Won as a stage a deal moves into, and the vendor guarantees only that stages named Won and Lost exist as default stages in every pipeline without documenting them as reserved, undeletable or unrenamable. The stage itself exposes no won or lost designation in either the settings screen or the API. One counter-signal exists: the API's Contact object carries vendor-computed rollups won_deals_amount and won_deals_count, so the platform does classify deals as won internally, but the vendor's own description of that attribute is number of deals moved to won stage, which points back at the stage rather than at a deal attribute. As with status, the Deals attributes table could not be retrieved, so a record-level won or lost attribute cannot be ruled out.

Source: https://support.freshsales.io/support/solutions/articles/217642-what-are-the-default-views-for-deals, https://crmsupport.freshworks.com/support/solutions/articles/50000002392-how-to-customize-deal-stages-, https://developers.freshworks.com/crm/api/

Searched: Same pass and same reachable sources as status. The deal_reasons selector was found in the Configuration section and returns id and name only, so it records a reason and not an outcome. The Deals attributes table remains unretrieved for the reasons recorded under status_searched.

Verification: Pending vendor verification

Actual close date

In full

Freshsales ships two separate date fields on the deal: Expected close date, described as when the deal is expected to close, and Closed date, described as when the deal is closed. Closed date is listed among the Basic Information fields, which the vendor says can be filled in manually through deal forms and during import. No vendor documentation states that Freshsales writes the value itself when a deal reaches the Won or Lost stage, so this is recorded as a shipped field a person fills.

Source: https://crmsupport.freshworks.com/support/solutions/articles/50000002555-what-are-deal-fields-how-to-customize-them-

Verification: Verified

Record preservation

In full

Settled deals remain as records and remain inside Freshsales reporting. The vendor's stage movement analytics article works on deals that closed and offers Created at, Closed date and Expected closed date as filters, and the vendor supplies Won deals and Lost deals views that list deals sitting in those stages.

Source: https://crmsupport.freshworks.com/support/solutions/articles/50000010067-how-to-analyze-deal-stage-movement-with-analytics-in-freshsales-

Verification: Verified

Structured lost reasons

In full

"Lost reason" is documented as one of the deal-level dropdown lists an admin can customize, alongside Deal stage, Deal Pipeline, Type, Product and Payment status. It is therefore a structured picklist field rather than free text, and the curated Sales Trends report includes a Lost Reasons view.

Source: https://crmsupport.freshworks.com/support/solutions/articles/50000002572-how-to-customize-dropdown-lists-

Verification: Verified

Email sync

In full

Connecting a mailbox offers a two-way sync option, described by the vendor as the default, which synchronizes both incoming and outgoing mail between the mailbox and the CRM. Mail sent from the native client is matched against the contact database and appears in the CRM, and mail sent from the CRM is written back to the mailbox. Gmail, Microsoft 365 and generic IMAP/SMTP providers are supported.

Source: https://crmsupport.freshworks.com/support/solutions/articles/50000002490-how-to-connect-my-email-with-freshsales-

Verification: Verified

Calendar sync

In full

The vendor describes Google Calendar sync explicitly as a two-way sync in which meetings created in the CRM are added as events on the external calendar and events created on the external calendar are pulled back in as meetings. The sync operates on the meeting/appointment activity object, not on a generic date field, and synced events surface in the Activities dashboard and on contact records. An equivalent Office 365 calendar sync is documented.

Source: https://crmsupport.freshworks.com/support/solutions/articles/50000002453-how-to-sync-my-google-calendar-

Verification: Verified

Schedulable activity types

In full

Tasks and Appointments (Meetings) ship as default activity types, and an admin can add further activity types of their own under Admin Settings, up to a documented ceiling of 50 custom activities per account, each with its own icon and its own set of outcome choices. Activities carry a start and end date, a related contact, a sales owner and collaborators, so operational work such as preparing a quote can be modelled and scheduled without leaving the CRM.

Source: https://crmsupport.freshworks.com/support/solutions/articles/50000002994-how-to-configure-different-sales-activities-, https://crmsupport.freshworks.com/support/solutions/articles/50000002991-what-are-custom-sales-activities-how-to-use-them-

Verification: Verified

Opportunity reporting

In part

Two of the three required reports are documented natively. Overall win/loss rate is a built-in dashboard widget ("Deal win/loss percentage", plus deal success rates and revenue won and lost). Forecast is a curated report and a Sales Forecast dashboard driven by the first-class Expected close date field, with quota, commit, best-case and hierarchy roll-up views. Stage-to-stage conversion rate is the gap: analytics offer a "Deal stage movement" metric and a sample Deal Funnel report that show deal counts progressing through each stage, but the vendor documentation does not describe a conversion percentage between adjacent stages, and a vendor community thread on measuring funnel conversion rates was answered with a manual custom-report workaround rather than a built-in metric.

Source: https://crmsupport.freshworks.com/support/solutions/articles/50000009799-what-is-sales-essentials-dashboard-, https://crmsupport.freshworks.com/support/solutions/articles/50000002881-how-to-predict-revenue-from-your-team-, https://crmsupport.freshworks.com/support/solutions/articles/50000010067-how-to-analyze-deal-stage-movement-with-analytics-in-freshsales-

Verification: Verified