The Zoom Phone integration in Freshdesk helps agents handle both inbound and outbound calls efficiently. It unifies telephony with digital channels for a seamless support experience. With this integration, you can:

  • Click-to-dial, call mute/unmute, and call recordings
  • Access on-screen caller information easily
  • Consolidate customer conversations in one ticket
  • Get single-click access to customer details
  • Capture important interactions with call notes


This article contains the following sections,

Note: If your Zoom phone number doesn’t have any device, Installing the Zoom Workspace app on your devices will enable you to handle inbound and outbound calls directly through our Freshdesk accounts.


Integrating Freshdesk with Zoom Phone

  1. Login to your support portal.

  2. On the top-right corner, click the Freshworks Marketplace icon and then click Marketplace Apps.

Alternatively, you can go to Admin > Apps to land on the same page.

  1. Search for Zoom Phone in the Apps page. On the Zoom Phone app page that appears, click Zoom Phone app, and you’ll be directed to a sign-in page where you need to enter your Zoom email address and password.

  1. After signing in, you'll see your profile page in the Zoom app. If you want to complete the app installation, make sure you've entered your Zoom credentials. Once done, you can close the profile page.

  2. Click Install and you’ll be redirected to the Zoom authorization page. Click Allow to grant the necessary permissions.


  1. In the Configurations page, enter your Freshdesk domain and API key. You will also see an option to enable or disable ticket call recording.

  2. After filling in the required information, click Validate to complete the setup.

  3. You'll see a Successfully Validated popup message if the information is correct. You can then choose to enable the call recording option. 

  4. Click Install to complete the installation. A message indicating that the app has been successfully installed will appear.

  5. If you wish to update the settings to disable call recording, make the changes and save the app. A message will appear to confirm that the settings have been updated.


How to use Zoom Phone with Freshdesk?


Start New Call

When you receive an incoming call, the Zoom Phone widget will appear. This widget allows you to view the contact and ticket details and update the call information.


Inbound Call

  1. In the incoming call view, you can record the call.

  2. The top bar has a notes option. Use the notes text box to write down any key details or notifications mentioned during the call.

  3. Click Add Notes to save the notes added.

Outbound Call

  1. Click Contact on the top bar to enter the contact's name. After entering the name, select Update Contact—a message confirming that the contact's name has been saved successfully. 

  2. After disconnecting the call, you can view the call history and logs.

  3. A ticket will be created in your Freshdesk account, which you can view in the ticket list. Clicking on the ticket will open the ticket details page, where you will see the  call log information included

  4. The call log information will be added as a note on the ticket page, where you can view the details of the conversation, including the participants and the duration of the call.




Missed Calls and Recordings

When an agent declines an incoming call, it is recorded as a missed call. The agent  then has the option to return the call to address any issues or queries from the  missed call. If the recording option is enabled, the recording will be updated in the conversation. However, if the recording option is disabled, no recording will be updated.