Get Support

8x8 Technical Support is available 24 hours a day via web case, chat, and phone. You can easily contact our support from the application and create a Support case through the 8x8 Support portal.

Follow Help and Set up

Whether you need help, you can choose to use one of the following options:

Otto chatbot virtual assistant

Otto, the 8x8 Support Virtual Assistant, is available to users on any page of the 8x8 Admin Console. It guides you through the setup process or provides you with instructions to set up at your convenience. Otto is available at the bottom right corner of any 8x8 Admin Console page.

To use Otto chatbot:

  1. On the 8x8 Admin Console, in the bottom right corner of any page, click Otto to launch a session.

  2. Type your question, and Otto offers to walk you through the setup process or provides you with instructions to set up at your convenience.

    Otto chatbot - Type your question, and Otto will guide you through the setup or provide instructions for your convenience

  3. Enter your question.

    Note: For best results:
    - Access the available options for help with our most frequently asked questions..
    - Enter one specific question at a time.
    - If you want to resolve an error message, provide the exact text of the message.
    - Be specific about your query, but avoid entering account or user-specific information, such as a specific extension or phone number.

  4. You may see a list of possible answers. Click each option to review the information or select the most relevant one.

    Note: Click the header text to see any answer within the full context of its Knowledge Base article. The article opens in a new tab or window. Provide your feedback on whether the answer was helpful. This will help enhance the future performance of the Virtual Assistant and offer the opportunity to connect with live 8x8 Support.

    For more details on how to get support, see How do I get help from Otto, the 8x8 Support Virtual Assistant?.

  5. Swipe the slider on the side of the page to reposition the chatbot window if it covers any content on your screen

    Otto chatbot - Adjust the slider on the side of the page to reposition the chatbot window if it covers any content on your screen

Note: The temporary Help and Support menu is removed from Otto . Please, use the @Report Chatbot Issues room for any issues/feedback.

The new Otto version allows you to perform new actions, by clicking Settings on the upper left or the chatbot:

  • Turn on sound - Turn on/off sound.
  • Change language - Select your preferred language from the available options for conversing with Otto, then click Close to return to the Settings panel.
  • Email transcript - Enter the email address to which you would like to send the transcript.
  • Download Transcript - Download the transcript to your computer.

Otto chatbot - The Settings in the upper-left corner allow you to enable sound, change conversation language with Otto, email the transcript, or download it

Help & Setup assistance

If you're still uncomfortable with the Otto chatbot, use our Help & Setup feature from any page of the 8x8 Admin Console.

Let’s say you want to update an existing user's information in the 8x8 Admin Console, but you need assistance to do so. You can use the Help & Setup support to guide you.

To use the Help & Setup:

  1. In the 8x8 Admin Console, on the right side of the header page, click Help & Setup.

    Access the Help and Setup assistance

  2. In the Help window that opens click the Help tab to look for support.

  3. Type your question in the search bar .

  4. The Help list displays popular items from the Web Help guides. Select the most relevant option.

    Help assistance - Type a question in the search bar and select the most relevant option

  5. Follow the guidance that is provided to you.

    Help assistance - Follow the provided guidance

  6. In the Help window, click the Setup tasks tab to learn how to perform the most relevant tasks.

  7. The Setup tasks list shows the most important tasks to your chosen topic. Select the first task to begin working with the 8x8 Admin Console. Additionally, the window shows the percentage of completed tasks out of the total number of available tasks.

    Setup tasks - The Setup tasks list displays the most important tasks related to your chosen topic

Contact 8x8 Support

Users can contact the support team at 8x8 directly from 8x8 Admin Console. You can open and review your support cases, report operation issues, or ask questions regarding your system. This service only applies to 8x8 customers at this time.

To access support link:

  1. Log in to 8x8 Admin Console.
  2. Click Contact support from the top header.
    The support portal page opens including instructions of how to submit an online case or see your existing support cases. Follow the links to submit or follow up with a case.

Send Feedback

  1. Log in to 8x8 Admin Console for 8x8 Work.
  2. Click Send feedback from the top-right corner of your screen.
  3. Describe the issue and attach a file or image.
  4. Click Send.

Use Co-browsing

  1. Log in to 8x8 Admin Console for 8x8 Work.
  2. Click Co-browsing from the top-right corner of your screen.
  3. Click Start sharing.
  4. In the pop-up window, click Start sharing to generate a code that helps you initiate a secure connection with the customer support agent.
  5. Communicate the code you just generated to the agent.
  6. To end the sharing, click End sharing.