--- title: "Freshdesk Calling Integration | Vobiz" description: "A Vobiz calling panel inside Freshdesk. Browser-based inbound and outbound calls, click-to-call on any ticket, and recording playback for agents, on numbers in 130+ countries." canonical: https://www.vobiz.ai/integrations/freshdesk/ --- [Integrations](https://www.vobiz.ai/integrations/)Freshdesk 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. [Read the integration guide](https://www.vobiz.ai/docs/integrations/freshdesk)[Get the app on GitHub](https://github.com/vobiz-ai/Vobiz-Freshdesk-Calling) 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. 01 ### 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. 02 ### 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. 03 ### 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. 04 ### 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. 05 ### 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. 06 ### 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. 1. 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. 2. 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. 3. 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. 4. 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. 5. 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. ### Three things that look fine and are not - **The customer is dialled first and the agent is bridged in second.** That ordering cannot be reversed, and it means the customer answers and hears a moment of ringback before the agent arrives. Some hang up, assuming the call failed. Tell agents to expect it so they can start talking straight away. - **Two agents sharing an identity will ring the wrong person.** Nothing errors and nothing warns — calls simply land on the wrong desk. Give each agent their own. - **Inbound needs the Freshdesk tab open.** The panel has to stay registered to receive a call, so a closed tab means calls stop arriving with nothing on screen to say why. The full setup, the backend contract, the security requirements and a troubleshooting table are in the Vobiz docs. [Read the integration guide](https://www.vobiz.ai/docs/integrations/freshdesk) 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. [Read the integration guide](https://www.vobiz.ai/docs/integrations/freshdesk)[Get the app on GitHub](https://github.com/vobiz-ai/Vobiz-Freshdesk-Calling) [Create a Vobiz account](https://console.vobiz.ai/auth/signup/) FAQ ## Freshdesk and Vobiz — common questions CRM and helpdesk integrations: [Salesforce](https://www.vobiz.ai/integrations/salesforce/) · [ServiceNow](https://www.vobiz.ai/integrations/servicenow/) · [ClickUp](https://www.vobiz.ai/integrations/clickup/) · [Pipedrive](https://www.vobiz.ai/integrations/pipedrive/) · [Expedify](https://www.vobiz.ai/integrations/expedify/) · [HubSpot](https://www.vobiz.ai/integrations/hubspot/) · [Zendesk](https://www.vobiz.ai/integrations/zendesk/) Voice AI platforms on Vobiz: [Bolna](https://www.vobiz.ai/integrations/bolna/) · [Vapi](https://www.vobiz.ai/integrations/vapi-dashboard/) · [Retell AI](https://www.vobiz.ai/integrations/retellai-dashboard/) · [LiveKit](https://www.vobiz.ai/integrations/livekit/) · [ElevenLabs](https://www.vobiz.ai/integrations/elevenlabs-dashboard/) · [See all integrations](https://www.vobiz.ai/integrations/) Connecting by API instead of the dashboard: [Retell AI API guide](https://www.vobiz.ai/integrations/retellai-api/) · [ElevenLabs API guide](https://www.vobiz.ai/integrations/elevenlabs-api/) 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.