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

Log in to the integration

Single Sign-On is not supported in 8x8 Contact Center for Freshdesk; you must also log in to the 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. If prompted, enter your Freshdesk API key, and click Submit.
  5. In the Setup of the 8x8 integration app:
    1. Enter your VCC domain link such as <https://sso.8x8.com/login/vcc-na1>, 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 Setup screen appears the first time you log in and after clearing your browser cache. You can access it from the 8x8 integration app by clicking Settings > Advanced.

  6. Click Save to save the settings.
  7. At the prompt, enter your agent username/email and password to log in to the app. Consult your supervisor for credentials.

  8. Click Login.
    The application launches and places you in the On Break status.

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

  9. Click Ready to work 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

For your integration to function, ensure that the integration is connected with Freshdesk via your settings. The integration is activated by default. If the integration fails to connect automatically, you can manually connect it.

To activate the integration:

  1. Click the Settings icon in your integration panel.
  2. Go to Integrations > Freshdesk > Connect. An authentication screen displays in a new browser tab.

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

    You can find the API key in your Freshdesk account by going to Profile > Profile settings > View API Key. Confirm you are not a robot to view your API key.

  4. If connected successfully, the connection status shows Connected. Your integration is now active.
  5. Click the Agent tab to return to the main screen of the integration.

Note: The API key is configured by default and assigned to the agent account. You don't need to refresh your API key every time you log in to your account. The API key can only be reset manually. To reset your API key, go to Profile > Profile settings > View API Key. Confirm you are not a robot to view your API key, then click Reset API Key. When you reset the API key during a session, a message notifies you that the API token is expired. Log out then 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.

  • Agent 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 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 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. In the 8x8 Contact Center app, click the Change status menu option and change your status to Work Offline.
  2. Click the Change status menu option and select My profile.
  3. In the new window that displays, from the Settings tab, go to Phone setup and click Change.
  4. From the Phone setup dialog that displays, select an endpoint from the list:
    1. Forward to phone number: Use to add your work phone number.
    2. Use Agent Workspace: Use the embedded 8x8 Agent Workspace softphone to handle calls directly from the browser. This feature has certain limitations. For more information on this feature, refer to the 8x8 Agent Workspace User Guide.
  5. If you select the Forward to phone number endpoint, you may be required to validate your workplace setting to begin processing phone interactions. For more information, refer to validating your workplace number.
  6. 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 8x8 Contact Center app, select My assigned queues. You can view the queues that are assigned to you. If you have admin permission, you can also opt in or out of queues.
  2. If you make any changes, click Confirm changes.
    The list of assigned queues closes, and a message confirming your changes briefly displays on in the integration.

Note: You can also check your assigned queues from My profile. Click the Change status menu option and select My profile > Queues. Click the check-box to enable the desired media queue such as chat or phone queue and click Save queues. You are able to change the settings in My profile or in your assigned queues, if permitted by your tenant administrator.