--- title: "Get started with 8x8 Contact Center for Freshdesk" slug: "get-started-with-8x8-contact-center-for-freshdesk" updated: 2026-07-23T10:07:08Z published: 2026-07-23T10:07:08Z canonical: "help.8x8.com/get-started-with-8x8-contact-center-for-freshdesk" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # Get started with 8x8 Contact Center for Freshdesk Once you have access to **8x8 Contact Center for Freshdesk**, follow the checklist below in order to get started: - [Gather your credentials](/documentation/docs/get-started-with-8x8-contact-center-for-freshdesk#gather-your-credentials) - [Log in to the integration](/documentation/docs/get-started-with-8x8-contact-center-for-freshdesk#log-in-to-the-integration) - [Ensure the integration is activated](/documentation/docs/get-started-with-8x8-contact-center-for-freshdesk#ensure-the-integration-is-activated) - [Tour the interface](/documentation/docs/get-started-with-8x8-contact-center-for-freshdesk#tour-the-interface) - [Set up a phone to receive calls](/documentation/docs/get-started-with-8x8-contact-center-for-freshdesk#set-up-a-phone-to-receive-calls) - [Check queue assignments](/documentation/docs/get-started-with-8x8-contact-center-for-freshdesk#check-queue-assignments) ## Gather your credentials In order to use **8x8 Contact Center for Freshdesk**, you need: - Login access to a **Freshdesk** account. - Your API Key to access 8x8 **Freshdesk**. - Login access to an **8x8 Contact Center** agent account. ## Log in to the integration **Single Sign-On** is not supported in **8x8 Contact Center for Freshdesk**; you must also log in to the 8x8 integration after you log in to **Freshdesk**. To log in to the integration: 1. Log in to your **Freshdesk** account. 2. In the bottom-left corner of your home screen, click the **8x8 Integration** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-integration_32x18(7).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) icon. 3. At the **Freshdesk** prompt, click **Open 8x8 Panel**. The application launches in a floating browser window. 4. If prompted, enter your **Freshdesk** API key, and click **Submit**. 5. In the **Setup** of the 8x8 integration app: 1. Enter your VCC domain link such as <`https://sso.8x8.com/login/vcc-na1`>, which is required to connect to your VCC tenant. 2. Enter the VCC CM integration data request token required to access the recorded calls. The token is generated and communicated to you by your supervisor. The **Setup** screen appears the first time you log in and after clearing your browser cache. You can access it from the 8x8 integration app by clicking **Settings** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-settings_18x18(40).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) **> Advanced**. 6. Click **Save** to save the settings. 7. At the prompt, enter your agent username/email and password to log in to the app. Consult your supervisor for credentials. 8. Click **Login**. The application launches and places you in the **On Break** status. > [!NOTE] > Note: > > You must change your status to **Available** to handle interactions. 9. Click **Ready to work** or **Work Offline** to change your status. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/log-into-freshdesk.gif?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) For more information on agent status and an overview of **8x8 Agent Workspace**, see our [User Guide](/documentation/docs/change-agent-status). **8x8 Agent Workspace** enables agents to manage customer interactions across all channels. ## Ensure the integration is activated For your integration to function, ensure that the integration is connected with **Freshdesk** via your settings. The integration is activated by default. If the integration fails to connect automatically, you can manually connect it. To activate the integration: 1. Click the **Settings**![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-settings_18x18(41).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) icon in your integration panel. 2. Go to **Integrations > Freshdesk** > Connect. An authentication screen displays in a new browser tab. 3. In the authentication screen, enter your **Freshdesk** API Key for a seamless integration: ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/enter-api-key(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) You can find the API key in your **Freshdesk** account by going to **Profile > Profile settings > View API Key**. Confirm you are not a robot to view your API key. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/access-api-key-2.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) 4. If connected successfully, the connection status shows **Connected**. Your integration is now active. 5. Click the **Agent** tab to return to the main screen of the integration. > [!NOTE] > Note: > > The API key is configured by default and assigned to the agent account. You don't need to refresh your API key every time you log in to your account. The API key can only be reset manually. To reset your API key, go to **Profile > Profile settings > View API Key**. Confirm you are not a robot to view your API key, then click **Reset API Key**. When you reset the API key during a session, a message notifies you that the API token is expired. Log out then log back in to continue with the full functionality. ## Tour the interface The **8x8 Contact Center for Freshdesk** interface consists of the following menu items. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/integration-menu-options.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) - **Agent** tab: Access the complete functionality of **8x8 Agent Workspace** to manage customer interactions across all channels. - **Search** tab: View the list of matched records when an inbound call matches multiple records. Select the contact from the list. - **Settings**![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-settings_18x18(42).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) : Customize your app settings. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/settings-options(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) - **Integrations**: Activate your **Freshdesk** integration settings and enable your auto call log by going to **Integrations > Freshdesk**. For **Auto Call Log**: Enable this option to automatically generate a log for all phone calls, chat interactions, and voicemails. A call log includes information about the time a call was initiated, terminated, duration, queue name, and more. A chat log includes the chat time and transcript. Just like a phone log, the voicemail log includes information about the time a call was initiated, terminated, duration, queue name, and more. This option is enabled by default. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/auto-call-log-new.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) - **Locale**: View the language of this integration. This integration is currently supported only in the US and UK. - **Report a Problem**: Send feedback on an issue or suggest an improvement. - **Advanced**: View or enter **Your VCC domain** and **VCC CM Integration Data Request Token**, and click **Save**. These details are provided by your supervisor. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/advanced-settings(2).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) - **About**: View details on your user extension and the app. ## Set up a phone to receive calls To handle interactions with your callers, you need to set up a phone. You can set up a softphone or a desk phone from the agent profile in **8x8 Contact Center for Freshdesk** to receive calls. To set up a phone to receive calls: 1. In the **8x8 Contact Center** app, click the **Change status** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-change-status_16x18(24).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) menu option and change your status to **Work Offline**. 2. Click the **Change status** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-change-status_16x18(25).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) menu option and select **My profile**. 3. In the new window that displays, from the **Settings** tab, go to **Phone setup** and click **Change**. 4. From the **Phone setup** dialog that displays, select an endpoint from the list: 1. **Forward to phone number**: Use to add your work phone number. 2. **Use Agent Workspace**: Use the embedded **8x8 Agent Workspace** softphone to handle calls directly from the browser. This feature has certain limitations. For more information on this feature, refer to the [**8x8 Agent Workspace** User Guide](/documentation/docs/aw-use-8x8-agent-workspace-softphone-as-your-workplace-phone). 5. If you select the **Forward to phone number** endpoint, you may be required to validate your workplace setting to begin processing phone interactions. For more information, refer to [validating your workplace number](/documentation/docs/set-up-workplace-phone#validate-your-workplace-number). 6. Click **Save**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/change-phone-setup.gif?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) ## Check queue assignments To process phone, chat, and voicemail interactions in **8x8 Contact Center for Freshdesk**, you must be a member of phone, chat, and voicemail queues. > [!NOTE] > Note: > > Phone queues are separately defined for inbound and outbound communications. **To check your queue assignments:** 1. From the **8x8 Contact Center** app, select **My assigned queues**. You can view the queues that are assigned to you. If you have admin permission, you can also opt in or out of queues. 2. If you make any changes, click **Confirm changes**. The list of assigned queues closes, and a message confirming your changes briefly displays on in the integration. > [!NOTE] > Note: > > You can also check your assigned queues from **My profile**. Click the **Change status** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-change-status_16x18(26).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D) menu option and select **My profile > Queues**. Click the check-box to enable the desired media queue such as chat or phone queue and click **Save queues**. You are able to change the settings in **My profile** or in your assigned queues, if permitted by your tenant administrator. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/view-assigned-queues(2).gif?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A27Z&se=2026-11-03T23%3A20%3A27Z&sr=c&sp=r&sig=azMs5flwFFoXKuwavGJEhE%2F%2FIUHN58vRPJhOiRQrDL8%3D)