Troubleshooting: 8x8 Contact Center for Freshdesk

Check out the following troubleshooting for 8x8 Contact Center for Freshdesk:

Activity in 8x8 Contact Center does not trigger a screen pop in Freshdesk

  • Under Settings > Integrations > Freshdesk > connect in the 8x8 Contact Center for Freshdesk, make sure that you are connected to integration with Freshdesk.
  • Under Settings > Integrations > Freshdesk in the integration, enable the Auto Call Log option to automatically generate a call, chat, and voicemail log. A call log includes information about the time a call was initiated, terminated, duration, queue name, and more. A chat log includes the chat transcript as well.
  • Make sure that a pop-up blocker is not preventing new tabs from opening from Freshdesk.

My screen pop fails in the CRM integration with 8x8 Contact Center

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

  1. Click the More icon in the top-right corner of your Chrome browser window.
  2. Select Settings from the menu.
  3. Click Advanced at the bottom of the page.
  4. Under Privacy and security, select Clear browsing data.
  5. Select the following check boxes from the list:
    • Cookies and other site data.
    • Cached images and files.
  6. Click Clear data.
  1. Click the More icon in the top-right corner of your Chrome browser window.
  2. Select Settings from the menu.
  3. Click Advanced at the bottom of the page.
  4. Under Privacy and security, select Site settings.
  5. Under Unsandboxed plugin access, click Add next to the Allow section.
  6. Enter <cloud8.8x8.com>, and confirm.