Get Started

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

Gather Your Credentials

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

Log in to the Integration

Single Sign-On is not supported in Virtual 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-right 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 <>, 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 user ID 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 Agent Console, see our Quick Start Guide. Agent Console 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.
  3. If connected successfully, a message shows Connected.
  4. Click X to return to the main screen of the integration. Your integration is now active.

Tour the Interface

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

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 Virtual Contact Center for Freshdesk to receive calls.

To set up a phone to receive calls:

  1. From the Menu drop-down within the Virtual 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 Virtual 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 Virtual 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.