Overview: 8x8 Work for Zendesk

8x8 Work for Zendesk brings phone communication to your CRM environment through an integrated dialer. You can access the integration directly from your CRM dashboard and manage calls more conveniently while combining the benefits of your CRM with the capabilities of 8x8 Work.

When you receive an incoming call, the integration searches your CRM 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 Zendesk.

Features

The 8x8 Integration with CRM supports integration with 8x8 Work and 8x8 Contact Center.

  • Make and receive calls directly in CRM.
  • 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.
  • Log call ticket details into CRM from within the integration.
  • Transfer calls and add multiple participants to resolve complex issues in a single conversation.
  • Log in using SAML Single Sign-On.
  • Receive support from 8x8 Professional Services on custom fields created in CRM.
  • Use wrap-up fields during a call to determine Ticket Type, Priority Type, Ticket Status, and Privacy levels.

Limitations

  • Automatic pop for new user creations is not supported yet.
  • Click-to-dial is currently not supported in the 8x8 integration for CRM.
  • Ticket tags can be selected either from the 8x8 integration or CRM, not both. Selecting tags in the 8x8 panel replaces all existing CRM tags on the ticket. To avoid overwriting tags, be consistent and manage ticket tags in either 8x8 integration or CRM See Troubleshooting.
  • The 8x8 Contact Center integration is only available for CRM Support. CRM Sell is not supported.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Before you begin

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

Supported CRM objects

The following CRM objects have been tested with the 8x8 Work integration.

  • Users
  • Tickets