Plan requirement
| Subscription | x-bees Standard or higher, UC-Business or higher (Collaboration 7), plus CLASSOUND Pro |
| Access | WMS administrator, Freshdesk administrator |
Freshdesk connects through the Integrations Hub, so an incoming call opens the right contact and the call is logged against them.
What it does
- An incoming or outgoing call raises a pop-up with the matching contact
- Calls are logged, and you can add a note to one
- Numbers in Freshdesk can be dialled with a click
- Contact lookup and a dialler, from a search bar you can reach anywhere
The value is that the phone stops being the one channel missing from the customer's history.
Before you start
Freshdesk is one of the systems on the Integrations Hub, and the Hub has requirements of its own that catch people out: WMS 7.03 or higher and CLASSOUND Pro, alongside the subscription above. If you also want call group calls to appear, that needs x-caracal. Ask us if you are not sure what your system has.
Set it up
- In WMS, go to PBX > Integrations > Cloud integrations.
- In the Connectors section, click Integrations Hub, then Install, and fill in the company details it asks for.
- Add each person who needs it. Leave the password field empty and switch on Send Welcome Email so they set their own.
- Each person then follows that email, sets a password, and installs the Bubble desktop app for Windows or macOS.
- In Bubble, open the Phone Connectors tab, check that the Wildix connector is enabled, and make sure Remote Party Update is on. Contact lookup does not work without it.
- Test with a call from a number that exists on a Freshdesk contact.
Two things change afterwards. Installing the Hub adds a webhook integration automatically; leave it alone. And somebody who has not opened Bubble for over a week may be deactivated at the end of the month, which looks exactly like a broken integration. Switch the Active toggle back on under Users.
Test from a number that is definitely on a contact record. Testing from your own mobile, which probably is not in Freshdesk, makes a working integration look broken.
When nothing pops up
- Bubble is not running. The desktop app is what raises the pop-up.
- Remote Party Update is off. This is the setting behind contact lookup.
- Number format. Numbers in Freshdesk have to be in a format that matches an incoming call. International format is safest.
- Withheld numbers. No number means no match, and nothing to open.
- The user was deactivated after a week of not using the app.
Ignore the older Freshdesk app. There is a separate Wildix CTI Calling App in the Freshdesk marketplace, set up with an API key. It depends on Legacy Collaboration being open and is not the route for a current system. Use the Integrations Hub.
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