CRM AND HELPDESK INTEGRATION
Zendesk is a customer service platform, and Vobiz connects to it through Vobiz Calling, an app on the Zendesk Marketplace. Agents take and place calls from a softphone in the top bar, see who is calling before they answer, and every call is logged to the ticket with its recording. Logging works on any Support plan.
Before you start
Three things to know about the shape of this one. The app installs from the Zendesk Marketplace but runs against a small backend you host, which holds the Vobiz credentials and answers the call webhooks. Each agent needs their own SIP endpoint, so calls ring the right desk. And clicking a number inside Zendesk to dial it needs Talk Partner Edition; the softphone's own dialpad works on every plan.
Why this pairing
On most support desks the call and the ticket are two separate systems joined by an agent's memory. Someone rings, the agent answers on a different device, helps them, then types a summary of what was said — if there is time before the next call. The ticket ends up holding a paraphrase rather than the conversation.
Putting the phone inside Zendesk closes that. The agent sees who is calling before they answer, talks in the same tab they are working in, and the call writes itself onto the ticket with the recording attached and, optionally, a transcript. Vobiz supplies the numbers and runs the telephony underneath.
What you get
A phone in the top bar, and a ticket that already knows what happened on it.
Install Vobiz Calling from the Zendesk Marketplace and calls run over WebRTC in the tab the agent is already in. No desk phone, no desktop application to deploy and update, and nothing to alt-tab to while a customer is talking.
An inbound call is looked up against your Zendesk users by number, so the agent sees the person rather than a string of digits — and lands on their record rather than searching for it after saying hello.
Direction, duration and notes are posted to the ticket the agent is working on, with the recording playable from the same comment. An optional webhook appends an AI transcript as a private note.
Logging goes through Zendesk's standard ticket API rather than its telephony framework, so it works on any Support plan. There is no Talk Partner Edition requirement sitting between you and calls landing on tickets.
Each agent registers with their own SIP identity rather than sharing one. A call rings the person it is meant for, which sounds obvious and is the difference between a support queue and a scramble.
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. Recording links written into tickets expire and carry no credentials, which matters because a link in a ticket is readable by every agent, every export and every audit log, indefinitely.
How it works
A developer sets up the backend once, an admin installs the app from the Marketplace, and agents sign in and answer the phone.
Create one per agent in the Vobiz Console or over the API. Record each password at the moment it is created; it is never shown again.
It holds the Vobiz credentials, answers the call webhooks and mints the recording links. Set the signing secret deliberately rather than letting one be generated — see the callout below for why.
Vobiz fetches your answer URL to find out what to do with each call, so it has to be reachable publicly at a stable HTTPS address. Test that URL directly before opening any interface; a tunnel error page there fails every call in a way that looks like something else entirely.
In Zendesk Admin Center, open the Marketplace, find Vobiz Calling and click Install. Enter your backend's URL in the app settings. The install adds all three of the app's locations at once: the top bar softphone, a background instance that relays click-to-dial, and a ticket sidebar instance that reports which ticket the agent is on.
Agents open the softphone, sign in with their Vobiz API credentials, pick a caller ID and dial. The call button stays disabled until the endpoint registers, so nobody dials into a dead bridge.
The full setup, the call flow, the backend contract, the security notes and a troubleshooting table covering every symptom are in the Vobiz docs.
Read the integration guide
Get started
Run the backend, create an endpoint per agent, and install Vobiz Calling from the Zendesk Marketplace.
The first call lands on a ticket with its recording attached.
FAQ
CRM and helpdesk integrations: Salesforce · ServiceNow · ClickUp · Pipedrive · Expedify · HubSpot · Freshdesk
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
Zendesk is a customer service platform covering ticketing, messaging and support workflows. Learn more at zendesk.com. Vobiz Calling is built and maintained by Vobiz on Zendesk's public app framework and listed on the Zendesk Marketplace; Vobiz is not otherwise affiliated with Zendesk, and Zendesk is a trademark of Zendesk, Inc.
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