Troubleshooting: 8x8 integration for Zendesk

• Ensure you are connected to integration with Zendesk.
  

  Reconnect the integration

1. In the 8x8 Contact Center app, go to Change status > My profile.
2. In the window that displays, click the Integrations tab.
3. Click Reconnect.

When connected, the system displays Connected in green in the Integrations section.



• Enable the Auto interaction log option to automatically generate a call/chat log. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well.

To enable the Auto interaction log option:

1. In the 8x8 Contact Center app, go to Change status > My profile.
2. In the window that displays, click the Integrations tab.
3. Under Settings, configure the following options:
   
4. Enable Auto interaction log.
• Make sure that a pop-up blocker is not preventing new tabs from opening from Zendesk.

Search Types allows you to control what CRM Objects are searched. These can be configured within your integration settings or CRM Integration Profiles.

Note: Users can only edit Search Types if permitted by the administrator.

To access Search Types in the integration:

1. Click the Settings icon from the top of the 8x8 integration.
2. Click Integrations.
3. Scroll down to the Search types.

If permitted by the admin, you can enable or disable the search types to suit your organizational needs.

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

To clear the browser cache in Chrome

1. Click the Menu icon in the top-right corner of your Chrome browser window.
2. Select Settings from the menu.
3. Click Advanced at the bottom of the page.
4. Under Privacy and security, select Clear browsing data.
5. Select the following check boxes from the list:
   • Cookies and other site data.
   • Cached images and files.
6. Click Clear data.

To allow pop-ups in Chrome

1. Click the Menu icon in the top-right corner of your Chrome browser window.
2. Select Settings from the menu.
3. Click Advanced at the bottom of the page.
4. Under Privacy and security, select Site settings.
5. Under Unsandboxed plugin access, click Add next to the Allow section.
6. Enter <cloud8.8x8.com>, and confirm.

Ticket tags can be selected either from the 8x8 integration or Zendesk, not both. When you set tags in one location, the behavior in the other changes as follows:

• Selecting tags in the 8x8 integration panel replaces all existing tags on the Zendesk ticket.
• Leaving the tags field empty in the 8x8 integration panel keeps the existing Zendesk tags unchanged.

To avoid unexpected issues, choose a single location to manage ticket tags and use it consistently.