According to Salesforce’s 2024 State of Service Report, 58% of agents at underperforming organizations switch between multiple screens to resolve a single issue.
Not anymore. With the Freshdesk CRM Dialer, your phone system and CRM work as one, eliminating screen-hopping and helping agents stay focused on customers, not tabs.
Freshdesk CRM Dialer Integration: What’s New for CSPs
The new Freshdesk CRM dialer from PressOne is now live. Built for CSPs using PortaOne, this tool embeds real-time voice communication directly into the Freshdesk interface to streamline workflows and reduce the need to juggle between tabs and platforms.
It follows the success of our previous integrations for HubSpot and Zoho, offering the same fast, user-friendly call features, now tailored for the Freshworks CRM environment.
We’ve seen how frustrating it is for support teams to juggle phones and CRM tabs. With this new Freshdesk dialer, we’re giving CSPs the tools to solve that problem—beautifully and quickly.
Unoma Adeyemi, CCO, PressOne Africa
Key Features of the Freshdesk CRM Dialer
The Freshdesk dialer is installed via the Freshworks Marketplace, and appears as an embedded app within the CRM’s interface. It connects the Freshdesk user environment to our PortaPhone backend via WebTrit, a WebRTC-based front end for voice and video calling.
This enables CSPs to deliver:
- Built-in voice calling from any Freshdesk page
- Real-time customer identification (based on the caller’s number)
- Access to the recent call history within the CRM
- Display of key call-related account data, such as a subscriber’s current balance, pulled directly from the CSP’s PortaBilling system via the WebTrit interface
- Full white-label support for CSP branding
With this integration, CSPs offer more than a softphone—they deliver a white-labeled, browser-based telephony experience backed by PortaOne’s infrastructure.
Who Can Use the Freshdesk Telephony App
The dialer is available to:
- CSPs using PortaOne and subscribed to our AddOn Mart
- Providers offering hosted PBX, VoIP, or UCaaS services
- Businesses using Freshdesk who want integrated voice functionality within their CRM
White-labeling allows you to customize the dialer with your organization’s name, logo, and brand styling before distributing it to customers via the Freshworks Marketplace.
How to Set Up the Freshdesk Dialer in Five Easy Steps
To build and deploy the app:
- Subscribe to the AddOn Mart product.
- Deploy a dialer app builder UI.
- Use the builder UI and the embedded guide to build and upload the app to the Freshdesk Developer Portal.
- Publish the dialer to Freshworks Marketplace.
- Share the app link with business customers for installation.
Note: Unlike HubSpot and Zoho, Freshdesk does not support automatic association of calls or notes to contacts. This is due to its ticket-based data model, which cannot automatically link calls to existing support tickets based on the caller’s number.
Freshdesk Dialer Launch Status and Availability
The dialer is currently in beta. It’s fully functional and available for CSPs to deploy, though the UI is still undergoing customization for production use. No public demo screenshots are available yet.
Want to be an early adopter?
Early adopters can already test and tailor the app to fit their customer needs.
Get hands-on with the new Freshdesk Voice Dialer today. Install via PortaOne Add-on Marketplace.
Compare with Other CRM Voice Integrations
PressOne now supports voice dialers for:
- HubSpot CRM – Launch post
- HubSpot Dialer – Video demo
- Zoho CRM – Setup steps and structure are identical to Freshdesk
Each CRM integration is based on the same five-step deployment model, making it easy for CSPs to expand into new platforms.
What’s Next: Microsoft Dynamics, Salesforce, and Beyond
Customer feedback from our latest PortaOne webinar shows strong demand for additional CRM integrations. Microsoft Dynamics and Salesforce are currently under consideration for future development.
If your market relies on a different CRM, let us know. Our roadmap is shaped by CSP needs.
