Get started with 8x8 Work for Zendesk

Once you have access to 8x8 Work for Zendesk,you can launch the integration and manage calls directly from your CRM workspace.

Open the integration panel to explore the interface, access call controls, and handle customer interactions.

Before you begin

To use the integration, you need:

  • Login access to a CRM account.
  • Login access to an 8x8 Work extension.

To make and receive calls, you must be logged in to 8x8 Work for Desktop, 8x8 Work for Web, or 8x8 Work for Mobile.

To log in to 8x8 Work for Zendesk

  1. Log in to your Zendesk account.
  2. When prompted, allow notifications for your account.
  3. Allow pop-up and redirects in your browser.
  4. Refresh your browser window to apply the changes.
  5. Click the 8x8 icon from the top right of the home screen to launch the integration. The app opens in a floating window.
  6. Enter your credentials, then click Login.
    If SAML Single Sign-On (SSO) is enabled and you are already signed in to the 8x8 Work app, you are logged in automatically.
  7. The first time you log in, a new browser tab opens prompting you to allow 8x8 to access your CRM account. Click Allow.

You are now connected to CRM.

Tour the interface

The 8x8 Work for Zendesk interface includes three main tabs at the top of the app:

  • Phone: Use to manage calls.
  • History: View your recent incoming, outgoing, and missed calls. From this list, you can quickly return a call or remove entries you no longer need.
  • Contacts: Access and search contacts and internal extensions.
  • Settings: Click the settings icon to configure your app preferences.

Select a tab to switch between features.

Access the integration settings

From the integration Settings , you can view connection status, manage screen pop settings (if permitted by your administrator), access advanced options, and report issues.

To access your integration settings:

  1. Click the 8x8 icon from the top of the screen.
  2. If required, add your credentials then click Login.
  3. Click the Settings icon from the top of the 8x8 Work for Zendesk integration app.
  4. Use the following options:
    • Connect/Disconnect: Reconnect or disconnect the integration from CRM. The integration automatically connects when you log in.
    • Integrations: Access screen pop settings that control how the integration behaves during interactions. You can edit these settings if granted permission by the administrator. See Manage your integration settings.
    • Advanced: Reset the panel to clear call history and end your 8x8 session.
    • About: Displays application information such as username, phone number, extension, PBX, and version details.
    • Report a problem: Report issues or contact support.
    • Log out: Log out of 8x8 Work for Zendesk.

Manage your integration settings

Integration settings allow you to control how the 8x8 Work for Zendesk behaves during interactions. Based on permissions configured by your administrator, you can enable or disable specific options that affect call handling, screen behavior, and activity logging.

To manage your integration settings:

  1. Click the Settings icon from the top of the 8x8 Work for Zendesk.
  2. Select Integrations to view the options.

Note: You can only change interaction settings if permitted by the admin.

Setting Description Default state
Auto answer hard phone Allows calls to be automatically answered if the headset supports it. Enabled
Auto interaction log Allows the integration to automatically create a call log. Enabled
Ticket tags

Ticket tags allow you to categorize or record the outcome of an interaction. In the Ticket Tags field, enter the names of each ticket tag separated by semicolons. For example, Voicemail; Wrong number; No answer.

After you create the tags, a new field appears in the integration where users can select an interaction outcome. This information is added to the call ticket.

Important: You should select ticket tags from either the 8x8 integration panel or CRM, not both.
- Selecting tags in the 8x8 integration panel replaces all existing tags on the CRM ticket.
- Leaving the tags field empty in the 8x8 integration panel keeps the existing CRM tags unchanged.
To avoid unexpected issues, choose a single location to manage ticket tags and use it consistently.

Empty
Screen pop first record in list in multi-match When enabled, automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered or an outbound interaction is initiated. Disabled
Inbound screen pop

Controls when the screen pop shows for inbound interactions:

  • Offered: when the phone rings.
  • Connected: when the call connects.
  • Never: no screen pop shows.
Offered
Outbound screen pop Controls screen pop for outbound interactions. If enabled, when a user initiates an outbound interaction and a single-match record is found, then the matched record automatically displays. The matched record does not display if this option is disabled. Enabled
Pop a record during an interaction

Controls the screen pop behavior while handling multiple concurrent inbound interactions. When enabled, during a second interaction, a single-match record screen pops. When disabled, during the second call, no contact screen pop displays.

Note: This feature is for inbound interactions with a single matching record only and Inbound screen pop must be enabled.

Enabled