Deepcall Callbox
for Freshdesk
Bring your entire telephony workflow inside Freshdesk.
Overview of Solution
The Deepcall Callbox brings your entire telephony workflow inside Freshdesk. Whenever a call arrives on Deepcall and is assigned to an agent, the agent instantly sees that call inside a real-time Callbox widget embedded in Freshdesk. No more switching between tabs, softphones, or tools—everything happens in one place.
Key Features
Live Call Controls Inside Freshdesk
Agents get real-time popups, call tracking, and softphone controls like hold, mute, accept, and decline—all directly in Freshdesk.
WebRTC Calling (No Phone Required)
Receive and handle calls directly via browser (WebRTC), mobile number, or SIP device—no hardware needed.
Click-to-Call Integration
Click any number in Freshdesk (tickets, contacts, custom fields) to instantly trigger an outbound call—no manual dialing.
Multi-Level Dispositions & Notes
Agents can add notes and select dispositions during or after calls to ensure accurate call tagging and reporting.
Outbound Dialing from Freshdesk
Initiate outbound calls from tickets, contacts, or the dial pad. All calls are auto-logged in Deepcall.
Agent Break & Availability Management
Agents can manage status (Tea, Lunch, Meeting, etc.) and control availability directly from Callbox.
Call Transfer & Conference Support
Transfer calls or start 3-way conferences for escalations or supervisor assistance.
After-Call Wrap-Up
Switch to wrap-up mode after a call to log notes, update dispositions, and finish ACW tasks.
Automatic Call Report Sync
Deepcall syncs full call data to Freshdesk, mapping dispositions, notes, and durations automatically.
Auto Contact Popup
Auto-opens customer contact pages on incoming calls for instant access to history and details.
How the Integration Works
Call arrives in Deepcall
Routing sends to correct agent.
Callbox Popup
Appears inside Freshdesk instantly.
Agent Handles Call
Accept, mute, hold, or transfer calls.
Wrap-Up Mode
Add notes and call dispositions.
Report Synced
Data auto-synced to Freshdesk fields.
Click-to-Call
Click any number to trigger outbound call.
Benefits
Agents
No context switching
Faster call handling
Telephony inside Freshdesk
Teams
Accurate data & auto-logging
Improved productivity
Unified communication tools
Business
Seamless helpdesk integration
Higher call efficiency
Better customer experience
Installation Instructions
Follow these quick steps to connect Deepcall with your Freshdesk account.
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1
Log in to your Deepcall account.
Access your Deepcall dashboard using your registered credentials.
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2
Navigate to CRM Integration → Integrations.
Locate the list of available integrations under the CRM section.
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3
Find and activate Freshdesk Integration.
Click “Activate” to begin the setup process.
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4
Enter your Freshdesk details: Domain, API Key, User ID.
Provide accurate credentials for successful connection.
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5
Save configuration to activate integration.
Your Freshdesk account is now linked with Deepcall.
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6
Map Freshdesk agents to Deepcall agents.
This enables call routing and Callbox functionality for each user.
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