Handle calls in 8x8 Work for Zendesk

8x8 Work for Zendesk is dependent on your 8x8 Work extension being active. In order to handle calls, you must also be logged in to 8x8 Work, or 8x8 Work for Mobile on iOS or Android.

With 8x8 Work for Zendesk, you can not only make and receive calls from within the CRM dashboard, but use additional call handling capabilities such as placing calls on hold, handling multiple calls, and transferring calls.

Access contacts

From the navigation tabs, click the Search tab to search for and show contacts imported from your 8x8 contact directory and/or CRM.

About screen pop

During an inbound call, 8x8 Work for Zendesk tracks if the caller is an existing user by searching the CRM contact database. On finding a single matching user record, it presents the record for you to preview and prepare for the call. This process is commonly referred to as screen pop.

Place calls

You can place calls through:

  • The VO tab using the dial pad: For the phone numbers dialed from the dial pad, the system looks up for a matching record and pops the record for preview.
  • The Search tab: Browse or search for a contact, then click the contact phone number to dial.
  • The Contacts tab: Browse or search for contact from your 8x8 contact directory and/or CRM to make calls. Simply hover over the desired contact, and click the Place call icon to place a call.

Note: All outbound calls are two-legged calls. When you dial out, the call is first dialed out to your 8x8 Work extension. Once you accept the call in 8x8 Work, the call then dials out to the desired party.

Receive calls

When a call is made or received a search will locate the matching record and present the screen pop. The search may return:

  • A single match: The matching record is presented in a new tab via screen pop.
  • Multiple matches: In the event of multiple matching contacts, the integration lists all matches in the Search tab. Click the Details icon to view details of the contact. No screen pop occurs in the event of multiple contacts being matched. At the end of the call, a call ticket is created; assign the ticket to the correct contact by selecting from the list of matches in the Search tab.
  • No match: In the absence of matching records, no screen pop occurs. At the end of the call, a new call ticket is created, but is not assigned to any user record.

Log calls

Upon terminating a call, 8x8 Work for Zendesk generates a call ticket. The call ticket includes wrap-up field information such as the call's ticket tag, ticket type, priority type, status, and privacy level. A call ticket is created for inbound and outbound interactions, and is automatically saved.

Note: Wrap-up fields can only be populated from the 8x8 integration while an interaction is active.

Depending on the number of matches, call tickets can be linked to the end-user record as follows:

  • Single match: If there is a matching record, the record is presented via screen pop. An appropriate call ticket is created and associated as a call to the record.
  • Multiple matches: In the event of multiple matching contacts, no screen pop occurs. The call ticket can then be assigned to the first match in the list, but can be changed accordingly by selecting from the list of matches in the Search tab.This must be done during the call.
  • No match: In the absence of a matching record, no screen pop occurs. A message indicates the lack of a matching record. The call is logged and the call ticket opens, but is not assigned to any user record.

Use call controls

While on a call in 8x8 Work for Zendesk, you have access to call controls that enhance your calling experience. Using the call controls, you can:

  • Hold : Place the caller on hold, or resume a held call.
  • Transfer : Transfer the caller to another user.

  • Merge : If multiple lines are available on your extension, you can combine the current caller with another contact to create a three-way call.

    Click New line above the call control panel, and dial the desired number. Once the new party answers the call, you can merge your two calls into a three-way conference.

    Note: The ability to make additional calls depends on how your 8x8 Work extension is set up.

  • Record : Start or stop call recording.

    After the call ends, you can access and download the recording by opening 8x8 Work and opening the Call recordings tab from the navigation menu.

    Note: Before recording a call, please review applicable call recording laws in your vicinity or region.

Use call ticket wrap-up fields

During a call, call ticket wrap-up fields appear within the Search tab of 8x8 Work for Zendesk. These fields are used to generate information within the call ticket. Follow the steps below to understand how to select the fields and save the information with the call ticket generated from that call.

Note: Wrap-up fields can only be populated from the 8x8 integration while an interaction is active.

To use call ticket wrap-up fields:

  1. During a call, navigate to the Search tab of 8x8 Work for Zendesk.
  2. The Wrap Up section displays wrap-up fields which are used to save call ticket information, as well as the number and contact information.
  3. Using the drop-down menus provided, select the Ticket Type, Priority Type, Ticket Status, and Privacy values and click Save. If you fail to save the values you select, the default values are saved in your call ticket.

Assign ticket type

Ticket types are used to define the type of call. The ticket types available are generated through CRM, and are selected by the agent during the call. Some examples of ticket types may include Question, Incident, Problem, or Task.

Assign priority type

The priority type field indicates the priority of the ticket once it has been created. This can help determine the urgency of the ticket. Priority types are set up by CRM and selected by the agent during the call. Some examples of priority types may include Low, Medium, or High.

Assign ticket status

Every ticket has a status, and the status helps define whether the ticket requires action or has been solved. Ticket statuses are set up by CRM and selected by the agent during a call. Some examples of ticket statuses include Open, Pending, or Solved.

Assign privacy

There are two types of privacy levels which can be set; Private Comment and Public Comment. A Private Comment is visible only to internal agents, whereas a Public Comment is visible to internal agents as well as the contact linked to the ticket. When a Public Comment is made, the linked contact is notified.

Create and assign ticket tags

In addition to the Ticket Type, Priority Type, Ticket Status, and Privacy fields, ticket tags are an additional field which only displays if set up. Ticket tags can be created by the agent.

To create ticket tags:

  1. In 8x8 Work for Zendesk, click the Settings icon.
  2. From the list, go to Integrations > Zendesk.
  3. In the Ticket Tags field, enter the names of each ticket tag separated by a semicolon.

Once you create your ticket tags, a new Ticket Tag field appears in the Wrap up list during a call. This information feeds into the call ticket in the same way as other wrap-up fields.