Troubleshooting: 8x8 integration for Zendesk

Check out the following troubleshooting items for 8x8 integration with Zendesk:

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

  • Ensure you are connected to integration with Zendesk.

    Reconnect the integration

    1. In the 8x8 Contact Center app, go to Change status > My profile.
    2. In the window that displays, click the Integrations tab.
    3. Click Reconnect.

      4. When connected, the system displays Connected in green in the Integrations section.

  • Enable the Auto interaction log option to automatically generate a call/chat log. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well.

    • To enable the Auto interaction log option:

    1. In the 8x8 Contact Center app, go to Change status > My profile.
    2. In the window that displays, click the Integrations tab.
    3. Under Settings, configure the following options:
    4. Enable Auto interaction log.
  • Make sure that a pop-up blocker is not preventing new tabs from opening from Zendesk.

My screen pop fails in 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 Menu 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 Menu 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.