Troubleshooting 8x8 Work for Freshdesk

Check out the following troubleshooting items for 8x8 Work for Freshdesk:

Inbound calls go straight to voicemail and/or cannot make outbound calls

Make sure you are logged in to the 8x8 Work desktop or mobile apps, or have a working desk phone.

Activity in 8x8 Work does not trigger anything in Freshdesk

  • Under Settings > Integrations > Freshdesk > connect in 8x8 Work 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 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.
  • Make sure that a pop-up blocker is not preventing new tabs from opening from Freshdesk.

My screen pop fails while integrated with 8x8 Work

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.