Overview: 8x8 Contact Center for Freshdesk

8x8 Contact Center for Freshdesk offers multichannel integration with Freshdesk, allowing you to set up quickly and combine the benefits of Freshdesk with the capabilities of 8x8 Contact Center. The integration supports communication with customers via phone, chat, and voicemail channels, allowing you to access data from Freshdesk through an integrated 8x8 Agent Workspace. 8x8 Contact Center for Freshdesk provides key information about each customer interaction, giving you insight into the full customer experience and allowing you to access detailed records of communications with each customer. During an inbound interaction, 8x8 Contact Center for Freshdesk tracks whether the caller is an existing user by searching Freshdesk records and presenting the matching record for agent preview. Agents can be better informed and prepared to answer customer interactions by previewing relevant customer record details.

8x8 Contact Center’s custom screen pop integration with Freshdesk offers the following benefits:

  • Out-of-the-box integration with minimal custom development work.
  • Tools that help provide agents with up-to-date information and knowledgeable service.

Audience

This guide is intended for Freshdesk agents who use version 1.0 of 8x8 Contact Center (VCC) integration with Freshdesk.

Availability

8x8 Contact Center for Freshdesk is currently available in the United States and the United Kingdom.

Features

Using 8x8 Contact Center for Freshdesk, you can:

  • Manage customer phone calls as an agent.
  • Take advantage of phone, chat, and voicemail media support for communications.
  • Manage customer phone calls and chat requests from the integrated interface.
  • Increase agent productivity with integrated one-click dialing.
  • Get instant access to customer records via screen pop.
  • View real-time queue status and process interactions efficiently.
  • Track history of customer interactions via call logs and chat logs.
  • Set your status to accept or block interactions.
  • Check the status of other agents and communicate via phone or chat.

  • Perform warm/cold call transfers between agents. This feature is only available in 8x8 Agent Workspace.

Limitations

Single Sign-On functionality is not supported for Freshdesk.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported CRM objects

8x8 Contact Center for Freshdesk supports the following objects in Freshdesk:

  • Contacts
  • Company