Calls in the browser tab
Audio runs over WebRTC inside Freshdesk. No desk phone on the agent's desk, no desktop application to deploy and update, and nothing for an agent to switch to mid-conversation.
CRM AND HELPDESK INTEGRATION
Freshdesk calling.
Vobiz numbers.
Freshdesk is a helpdesk platform, and Vobiz connects to it as a calling panel: agents place and receive real phone calls from the browser inside Freshdesk, click any number on a ticket to dial it, and play back recordings without leaving the helpdesk. It installs as a custom app on your own account, so there is no Marketplace review to wait through.
- 130+
- countries where you can provision numbers
- 1
- CTI slot in Freshdesk — this is what goes in it
- 30 min
- from upload to live, with no Marketplace queue
Before you start
Three things shape this one. Freshdesk allows a single calling app to be active at a time, so installing this takes over from whatever telephony the account uses today, Freshcaller included. The panel is a client that holds no credentials, so you run a small calling backend alongside it — the contract and a mock version for development are both in the repository. And it needs Freshdesk Growth, Pro or Enterprise with admin access.
Why this pairing
Why run Freshdesk calling on Vobiz
Freshdesk has exactly one slot for a calling app and a default ready to fill it. That works until the numbers matter: a market the default does not cover, per-minute rates you would rather negotiate yourself, recordings you want in your own account, or a carrier relationship you already hold and would prefer not to duplicate.
This is what goes in that slot instead. The panel sits where agents already work, the audio runs in the browser, and the numbers come from your own Vobiz account across 130+ countries.
Freshdesk owns
- Tickets, contacts and the agent workspace
- Which numbers are clickable and where
- Agent accounts, roles and permissions
- Reporting on helpdesk activity
- The surface the calling panel sits in
Vobiz owns
- Phone numbers and instant provisioning
- Placing and receiving the call itself
- The agent's browser audio over WebRTC
- Call recording, storage and playback
- Call detail records and quality telemetry
- Local regulatory compliance, including India KYC
What you get
What Vobiz adds to Freshdesk
A softphone that lives in the helpdesk, on numbers you provision yourself.
Click any number on a ticket
Installing a calling app is what makes phone numbers in Freshdesk clickable in the first place. Once it is in, a number on a ticket or a contact opens the panel and dials.
Numbers in 130+ countries, in your own account
Local, mobile and toll-free inventory across 130+ countries, including regulated formats where a market demands them — India's 140-series and 1600-series among them. The numbers sit in your Vobiz account, which is also where the rates and the call records stay.
Recordings playable in the panel
Recent recordings are listed and play inside Freshdesk, so a supervisor checking a conversation does not have to go to a second system to hear it.
A custom app, live in about half an hour
This installs on your own Freshdesk account through the developer portal rather than the Marketplace, so there is no review queue between packing the app and agents using it.
Credentials never reach the browser
The panel is deliberately a client with no account credentials in it. A small backend you run holds the Vobiz token and drives the API, which is also what makes protected recording playback possible. The repository ships the full contract and a mock backend, so the panel can be built and tested before a Vobiz account exists.
How it works
How to connect Freshdesk to Vobiz
One developer sets this up once. After that, agents log in and call.
- 01
Stand up the calling backend
The panel talks to a backend you run, which holds the Vobiz credentials. Read the contract in the repository before you implement it — it sets out what every route has to do, and explains why the obvious implementation of the recording endpoint is unsafe.
- 02
Pack the app
Install the Freshworks CLI at the Node version the app declares, then validate and pack. The installable file lands in the build directory.
- 03
Create the custom app
In Freshdesk, open the developer portal, create a custom app for your account, upload the package, fill in the details and promote it to live.
- 04
Install and configure
Install it from the custom apps list and enter your backend URL and an agent identity. Every agent needs their own identity; two agents sharing one will ring the wrong person.
- 05
Open the panel and call
The panel appears at the bottom left of any agent page. Agents log in with their Vobiz credentials, pick the number to call from, and dial — or click a number on a ticket. Inbound is a single toggle in the panel.
The full setup, the backend contract, the security requirements and a troubleshooting table are in the Vobiz docs.
Read the integration guide
Get started
A softphone where your agents already are
Clone the app, stand up the backend, and install it on your Freshdesk account.
The mock backend lets you build the whole thing before a single real call.
FAQ
Freshdesk and Vobiz — common questions
- Yes. Freshdesk allows one calling app to be active at a time and Freshcaller cannot run alongside another, so installing this takes over calling for the account. Worth planning the switch rather than discovering it — try it on one account before rolling it out.
- Not yet. The panel today handles the call itself — click-to-call, inbound, outbound and recording playback. Writing back into Freshdesk data, such as logging a call as a ticket note or creating a ticket from a call, is on the roadmap in the repository. If automatic ticket logging is the deciding feature, the Vobiz Zendesk integration ships it today.
- Yes, a small one. The panel holds no Vobiz credentials by design, because an account-level token must never sit in browser code and protected recordings cannot be played without a server-side step. The repository carries the complete backend contract and a mock backend you can develop against before you have a Vobiz account.
- Growth, Pro and Enterprise, with admin access to install a custom app and configure it.
- Not in the current version. Click-to-call, outbound, inbound and recording playback all work today; hold, mute, transfer and conference are not built yet.
- You can provision numbers in 130+ countries — local, mobile and toll-free, including regulated formats where a market requires them, such as India's 140-series and 1600-series. The numbers stay in your own Vobiz account rather than inside the helpdesk.
CRM and helpdesk integrations: Salesforce · ServiceNow · ClickUp · Pipedrive · Expedify · HubSpot · Zendesk
Voice AI platforms on Vobiz: Bolna · Vapi · Retell AI · LiveKit · ElevenLabs · See all integrations
Connecting by API instead of the dashboard: Retell AI API guide · ElevenLabs API guide
Freshdesk is a customer support helpdesk from Freshworks. Learn more at freshworks.com. Vobiz is not affiliated with Freshworks; this integration is a custom app built on Freshdesk's public calling app framework. Platform requirements and screens reflect Freshdesk as of 23 October 2026.
