--- title: "Zendesk on Vobiz | Softphone and Call Logging in Zendesk" description: "Vobiz Calling, on the Zendesk Marketplace: a softphone in the top bar with screen pop, call logging to tickets and recording playback, on numbers in 130+ countries — logging on any Support plan." canonical: https://www.vobiz.ai/integrations/zendesk/ --- [Integrations](https://www.vobiz.ai/integrations/)Zendesk CRM AND HELPDESK INTEGRATION # Zendesk calling. Vobiz numbers. 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. [Install from the Zendesk Marketplace](https://www.zendesk.com/marketplace/apps/support/1300443/vobiz-calling/)[Read the integration guide](https://www.vobiz.ai/docs/integrations/zendesk) 130+ countries where you can provision numbers 3 things on the ticket: the log, the recording, the transcript 0 Zendesk Talk licences needed to log a call 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 ## Why run Zendesk calling on Vobiz 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. ### Zendesk owns - Tickets, users and the agent workspace - Which ticket the agent is looking at - Agent accounts, roles and permissions - Reporting on support activity - The Marketplace the app installs from, and the top bar it sits in ### Vobiz owns - Phone numbers and instant provisioning - Placing and receiving the call itself - The agent's browser audio over WebRTC - Call recording and its signed, expiring delivery - Call detail records and quality telemetry - Local regulatory compliance, including India KYC What you get ## What Vobiz adds to Zendesk A phone in the top bar, and a ticket that already knows what happened on it. 01 ### A softphone in the top bar, from the Marketplace 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. 02 ### Know who is calling before you answer 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. 03 ### The call writes itself to the ticket 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. 04 ### No Zendesk Talk licences to log a call 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. 05 ### One endpoint per agent, so calls reach the right desk 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. 06 ### Numbers in 130+ countries, and recordings that do not leak 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 ## How to connect Zendesk to Vobiz A developer sets up the backend once, an admin installs the app from the Marketplace, and agents sign in and answer the phone. 1. 01 ### Create a SIP endpoint for each agent 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. 2. 02 ### Run the backend 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. 3. 03 ### Expose it and verify the answer URL 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. 4. 04 ### Install Vobiz Calling from the Zendesk Marketplace 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. 5. 05 ### Sign in and call 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. ### Three things that look fine and are not - **Vobiz appends a suffix to the SIP username you ask for.** Register with the stored username, including the suffix that Vobiz adds to it. If you type in only the username without the suffix, registration fails with a wrong-password error. - **A quick tunnel is right for a test and wrong for production.** Its address changes every time it restarts, and the backend URL in the app settings does not follow it, so every call fails until someone updates the setting. Put the backend on a stable address before agents rely on it. - **Without a fixed signing secret, a restart invalidates every recording link already written into a ticket.** A new key is generated at each boot, so links that worked yesterday stop resolving and the audio looks lost when it is not. 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](https://www.vobiz.ai/docs/integrations/zendesk) Get started ## The phone, inside the ticket 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. [Install from the Zendesk Marketplace](https://www.zendesk.com/marketplace/apps/support/1300443/vobiz-calling/)[Read the integration guide](https://www.vobiz.ai/docs/integrations/zendesk) [Create a Vobiz account](https://console.vobiz.ai/auth/signup/) FAQ ## Zendesk 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/) · [Freshdesk](https://www.vobiz.ai/integrations/freshdesk/) 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/) 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.