Overview: Virtual Contact Center for Freshdesk

8x8 Virtual 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 Virtual Contact Center. The integration supports communication with customers via phone, chat, and voicemail channels, allowing you to access data from Freshdesk through an integrated Agent Console. Virtual 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, Virtual 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.

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

Audience

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

Availability

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

Features

Using Virtual Contact Center for Freshdesk, you can:

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

Virtual Contact Center for Freshdesk supports the following objects in Freshdesk: