Get started with 8x8 Contact Center for Freshdesk

Once you have access to 8x8 Contact Center for Freshdesk, follow the checklist below in order to get started:

Gather your credentials

In order to use 8x8 Contact Center for Freshdesk, you need:

  • Login access to a Freshdesk account.
  • Login access to an 8x8 Contact Center agent account.
  • Your API Key to access 8x8 Freshdesk.

Log in to the integration

Single Sign-On is not supported in 8x8 Contact Center for Freshdesk; you must also log in to 8x8 integration after you log in to Freshdesk.

To log in to the integration:

  1. Log in to your Freshdesk account.
  2. In the bottom-left corner of your home screen, click the 8x8 integration icon.
  3. At the Freshdesk prompt, click Open 8x8 Panel.

    The application launches in a floating browser window.

  4. In the Advanced Setup:
    1. Enter your VCC domain link such as <https://vcc-na1.8x8.com>, which is required to connect to your VCC tenant.
    2. Enter the VCC CM Integration Data Request Token required to access the recorded calls. The token is generated and communicated to you by your supervisor.

      The Advanced Setup screen appears the first time you log in and after clearing your browser cache. You can access it under Settings > Advanced tab.

  5. Click Save to save the settings.

  6. At the prompt, enter your Freshdesk email and password to log in to the app. Consult your supervisor for credentials.

    You are now logged in to the app. The application launches and places you in the On Break status.

    Note: You must change your status to Available to handle interactions.

  7. Click Available or Work Offline to change your status.'

    For more information on agent status and an overview of 8x8 Agent Workspace, see our User Guide. 8x8 Agent Workspace enables agents to manage customer interactions across all channels.

Ensure the integration is activated

In order for your integration to function, ensure that the integration is connected with Freshdesk via your settings. The integration is activated by default.

To activate the integration:

  1. Click the Settings icon in your integration panel.
  2. Go to Integrations > Freshdesk > Connect. The 8x8 integrations authentication screen displays.

  3. In the authentication screen, enter your Freshdesk API Key for a seamless integration:

    You can find the API key by going to Profile > Profile settings > Your API Key in your Freshdesk account.

  4. Or, you can enter your Freshdesk account credentials in the Email and Password fields, and click Submit.
  5. If connected successfully, a message shows Connected.
  6. Click X to return to the main screen of the integration. Your integration is now active.

    Note: The API key is configured by default and assigned to the agent account. You do not need to refresh your API key every time you log in to your account. API key can only be reset manually. To reset you API key, go to Profile > Profile settings and click Reset API Key. When you reset the API key during a session, a message notifies you that the API token is expired. You must then log out and log back in to continue with the full functionality.

Tour the interface

The 8x8 Contact Center for Freshdesk interface consists of the following menu items.

  • VCC tab: Access the complete functionality of 8x8 Agent Workspace to manage customer interactions across all channels.
  • Search tab: View the list of matched records when an inbound call matches multiple records. Select the contact from the list.
  • Settings : Customize your app settings.
    • Integrations: Activate your Freshdesk integration settings and enable your auto call log by going to Integrations > Freshdesk.
      For Auto Call Log: Enable this option to automatically generate a log for all phone calls, chat interactions, and voicemails. A call log includes information about the time a call was initiated, terminated, duration, queue name, and more. A chat log includes the chat time and transcript. Just like a phone log, the voicemail log includes information about the time a call was initiated, terminated, duration, queue name, and more. This option is enabled by default.
    • Locale: View the language or location of this integration. This integration is currently supported only in the US and UK.
    • Report a Problem: Send feedback on an issue or suggest an improvement.
    • Advanced: View or enter your VCC domain such as <https://vcc-na1.8x8.com> and VCC CM Integration Data Request Token, and click Save. These details are provided by your supervisor.
    • About: View details on your user extension and the app.

Set up a phone to receive calls

To handle interactions with your callers, you need to set up a phone. You can set up a softphone or a desk phone from the agent profile in 8x8 Contact Center for Freshdesk to receive calls.

To set up a phone to receive calls:

  1. From the Menu drop-down within the 8x8 Contact Center for Freshdesk, select Profile.
  2. In your Personal settings, enter a Workplace Phone number or a Workplace SIP URI.
  3. Click Make Verification Call to verify the phone number.
  4. Make sure the phone number is in the correct format. For example, you may need to dial <1> before your area code. Check with your supervisor for the correct format.
  5. Click Save.

Check queue assignments

To process phone, chat, and voicemail interactions in 8x8 Contact Center for Freshdesk, you must be a member of phone, chat, and voicemail queues.

Note: Phone queues are separately defined for inbound and outbound communications.

To check your queue assignments:

  1. From the Menu drop-down within the 8x8 Contact Center for Freshdesk, select Profile.
  2. In your Assigned Queues settings, click the tab you want for inbound phone, outbound phone, chat, or voicemail queues.
  3. Make sure your queue assignment is active.