Overview: 8x8 integration for Zendesk

The 8x8 Work and 8x8 Contact Center integration for Zendesk enables agents to manage calls and customer interactions directly within Zendesk without switching tools.

With the integration, agents can:

  • Manage phone calls, chats, and voicemail from a single interface.
  • See caller details with automatic screen pop for inbound and outbound calls.
  • Log calls without leaving Zendesk based on the associated contact.

Audience

This guide is intended for Zendesk administrators configuring the 8x8 Work and/or 8x8 Contact Center integration for Zendesk.

Features

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

8x8 Work for Zendesk offers the following features:

  • Make and receive calls directly in Zendesk to resolve customer issues faster.
  • 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 details into Zendesk automatically to keep customer records up to date.
  • Transfer calls and add multiple participants to resolve complex issues in a single conversation.

8x8 Contact Center for Zendesk offers the following features:

  • View real-time queue status and the presence of other agents.
  • Handle phone calls, chats, and voicemails from a single integrated interface.
  • Manage customer calls and chat requests without leaving Zendesk.
  • View customer records automatically through screen pop.
  • Review interaction history through call logs and chat logs linked to a contact.
  • Set your status to accept or block incoming interactions.
  • Reach other agents by phone or chat to collaborate on customer issues.
  • Open the 8x8 Agent Workspace in a browser tab for extended functionality.
  • Log phone, chat, and voicemail interactions automatically against the matching contact.
  • Transfer calls between agents using warm or cold transfers.
  • Support for SMS channels.
  • Support for WhatsApp channels.

Limitations

  • Automatic pop for new user creations is not supported yet.
  • Click-to-dial is currently not supported in the 8x8 integration for Zendesk.
  • Warm and cold transfers are only supported in 8x8 Agent Workspace.
  • Ticket tags can be selected either from the 8x8 integration or Zendesk, not both. Selecting tags in the 8x8 panel replaces all existing Zendesk tags on the ticket. To avoid overwriting tags, be consistent and manage ticket tags in either 8x8 or Zendesk. See Troubleshooting.
  • The 8x8 Contact Center integration is only available for Zendesk Support. Zendesk Sell is not supported.
  • Limitations related to SMS support:
      • We currently don't support SMS messaging to short code numbers. We support messaging to toll-free and regular phone numbers.
      • We don't support MMS.
      • SMS messaging doesn't support images or emojis. It is plain text only.
      • Customer responses to agent initiated messages are not directed to the agent unless a dedicated SMS queue is set up for the agent.
      • Group messaging is currently not supported for outbound SMS.
      • For outbound SMS, an SMS channel must be set up with a number for that region.
      • To send a message while on a call, there must be a disposition code set up.
      • Alphanumeric sender ID’s are not available.
  • Limitations related to WhatsApp support:

      • Agents cannot initiate outbound WhatsApp messages.
      • Agents cannot send images to customers; they can only receive images. The images sent by the agent will not be received by the customer.
      • When a .txt file is sent, its content appears directly in the conversation and interaction log instead of as a file attachment or link.
      • Attachments such as images, video recordings, GIFs, and documents are not supported in the interaction log. They appear as links, but cannot be accessed or opened.
      • When Enable Translation is turned on, emojis sent by external users are not transferred to the agent.
      • Voice notes are not supported in the interaction log.
      • Location pins are not supported in the interaction log.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Before you begin

  • Login access to Zendesk account.
  • Login access to an 8x8 Work extension and/or 8x8 Contact Center.

Supported Zendesk objects

The following Zendesk object has been tested with 8x8 Contact Center integration.

  • Users
  • Tickets

Contact 8x8 Professional Services for any out-of-the-box customization.