Handle calls in 8x8 Work for Zendesk

8x8 Work for Zendesk, you can manage calls directly within CRM. You can transfer calls to other users or queues, start three-way calls, place calls on hold, and record calls.

Important: 8x8 Work for Desktop/Web/Mobile must be open to handle calls in the integration.

About screen pop

During an inbound or outbound call, 8x8 Work for Zendesk checks the caller’s phone number and searches the CRM database for a matching record.

When a match is found, the record opens automatically so you can preview key details and prepare for the conversation.

The search may return:

  • A single matching record: The record opens via screen pop. A call ticket is created and associated with the record.
  • Multiple matching records: There are multiple matching records found. You must select the correct record from the list. See how to select another record.
  • No matching records: No screen pop appears. The call is logged and the call ticket opens without being assigned to any user record.

Place calls

All calls use a two-legged call process. When you place a call, it first rings on your for 8x8 Work for Desktop/Web/Mobile or your desk phone. After you answer, the system connects the call to the recipient.

You can place calls to your contacts directly from:

  • The dial pad in the Phone tab
  • The History tab
  • Your Contacts tab

Note: If using a softphone, log in to 8x8 Work for Desktop/Web/Mobile before you initiate a call. You must first answer the call in the app before it dials out to the recipient.
If your 8x8 Work extension is assigned with a desk phone, use the call control panel in the application to handle calls.

Accept calls

When you receive a call, the integration panel indicates an inbound call. You can answer the call from 8x8 Work for Desktop/Web/Mobile, or directly from the call card if you are using a desk phone.

How to select another record

You can match a call to a different record when the current record is not the correct match, or when multiple matching records are available.

To match a call to a different record:

  1. During a call, click Select another record from the 8x8 Work for Zendesk.
  2. Search and select a different record.
    -OR-
    If multiple records match the caller, select the correct record from the list to associate it with the call. By default, the first record in the list is associated with the call.
  3. Click X to exit the matching records list.

Hold and resume calls

While on an active call, you can place the call on hold. The other party listens to music while on hold.

  1. To place a call on hold, click the hold icon in the call control panel.
  2. To resume the call, click the resume icon.

Add a call and merge calls

With multi-line calling, you can add a call, switch between active calls, and merge calls into a conference.

Note: The ability to make additional calls depends on your 8x8 Work extension. The plug-in supports up to two lines.

To add a third party to an active call:

  1. While on an active call, click the More icon.
  2. Select + Add call.
  3. Select a contact, or use the search bar.
    -OR-
    Click the dialpad icon next to the search bar to type a number.
  4. Notify the customer that they will be placed on hold.
  5. Click or the call button on the dialpad to call. Your extension phone rings first.
  6. Accept the call in the 8x8 Work app or on your desk phone. The call now connects to the third party contact.
  7. Once the call is established, click More > Merge.
  8. The calls are merged and the system indicates that you are in a conference call.
  9. Click End call. This ends the call for all parties on the call.
    A new call ticket opens

Record calls

You have the flexibility to record calls on demand during a call. You can initiate, stop, and resume recording any number of times during a call.

Note: Call recording is available based on your extension.

To record a call:

  1. During a call, click record icon from the call control panel to begin recording.
  2. Click Stop or click the record icon again to stop recording.

When the call ends, a new call ticket opens with the call recording link listed in the details. Click the link to download the recording.

You can also access your call recordings from the Call Recordings menu in your 8x8 Work app.

Transfer calls

You can transfer an active call to another 8x8 Work extension or an external phone number. You can either speak to the recipient before completing the transfer (warm transfer) or transfer the call immediately without speaking to them (cold transfer).

Perform a warm transfer

  1. While on a call, inform the caller that you will transfer the call.
  2. From the call control panel, click Transfer.
  3. Do one of the following:
    • To transfer to an internal contact from the list or enter the name in the search box.
    • To transfer to an external number, click the dialpad icon next to the search bar, then enter the phone number.
  4. If transferring to a contact, hover over the contact and click the Warm transfer icon.
  5. After the second call connects, click Transfer call.

The call is transferred, and you are disconnected. A call ticket opens in CRM.

Perform a cold transfer

  1. While on a call, inform the caller that you will transfer the call.
  2. If transferring to a contact, hover over the contact and click Cold transfer.

The call is transferred without connecting you to the recipient and a call ticket opens in CRM.

How to use ticket wrap-up fields in the integration

You can add details to your call during an active call. From the integration, you can select the appropriate options for Ticket Tag, Type, Priority, Status, and Privacy. These fields are used to generate information within the call ticket.

Properly tagging a ticket ensures that the resolutions are correctly indexed, making it easier for your team to identify trends and automate follow-ups. You can use your existing CRM tags or define your own tags within the integration settings. To configure ticket tags, see Manage your integration settings.

Important: Ticket tags can be selected either from the 8x8 integration 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.

To select ticket tags in 8x8 Work for Zendesk:

  1. During a call, click the plus icon next to Add details in 8x8 Work for Zendesk.
  2. Select an option from the Ticket Tag drop-down list.

    3. Note: Selecting tags in the 8x8 panel replaces all existing tags on the CRM ticket.

  3. Click X to exit the details page.
  4. When the call ends, the ticket tags selected show in the call ticket details.