Overview: 8x8 Work for Freshdesk

8x8 Work for Freshdesk brings phone communication through a dialer to your Freshdesk environment. The application launches conveniently from your web browser, allowing you to combine the benefits of Freshdesk with the capabilities of 8x8 Work, and interact with your customers via phone.

When you receive an incoming call, the integration searches your Freshdesk contacts to identify the caller. If a matching contact is found, the customer record opens automatically, giving you visibility into previous interactions before you answer.

Audience

This guide is intended for agents using 8x8 Work for Freshdesk.

Availability

8x8 integration with Freshdesk is currently available in the United States and the United Kingdom.

Features

Using 8x8 Work for Freshdesk, you can:

Out-of-the-box integration with minimal setup required.
Make and receive calls faster.
Preview matching contact details and past interactions before answering a call, so you have context before the conversation starts.
Look up customer records during the call without putting the caller on hold.
Search the 8x8 Work contact directory and start calls with one click.
Quickly log call details into Freshdesk after every interaction.
Transfer calls and add multiple participants to resolve complex issues in a single conversation.

Limitations

The 8x8 integration for Freshdesk can only be launched in a floating window.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported CRM objects

8x8 Work for Freshdesk supports the Contact object in Freshdesk.

Before you begin

To use 8x8 Work for Freshdesk, you need: