Get started with 8x8 Work for Freshdesk

Once you have access to 8x8 Work for Freshdesk, you can launch the integration and manage calls directly from your integration.

Open the integration panel to explore the interface, access call controls, and handle customer interactions.

Note:

The integration launches in a floating window.

To log in to the integration:

1. Log in to your Freshdesk account.

2. Click the 8x8 integration  icon from the left navigation menu. A panel opens.

3. Click Open 8x8 Panel. The integration panel opens in a floating window.
   

4. From the 8x8 Product list, select Virtual Office. This panel only shows when you first log in or after clearing the cache.
   

5. The Freshdesk authentication window opens in a new browser tab:

   • Enter your Freshdesk API key, then click Submit. If your admin has enabled it for your account, you can find the API key by going to Profile > Profile settings > Your API Key.
     -OR-

   • Click Use Freshdesk Login Credentials.
     

6. Add your agent credentials to the 8x8 integration. Consult your supervisor for credentials.

Tour the Interface

The 8x8 Work for Freshdesk interface includes the following main tabs at the top of the app:

• Phone: Use to manage calls.

• History: View your recent incoming, outgoing, and missed calls. From this list, you can quickly return a call or remove entries you no longer need.

• Contacts: Access and search contacts and internal extensions.

• Settings: Click the settings icon to configure your app preferences.

Select a tab to switch between features.

Access the integration settings

From the Settings , you can view connection status, manage screen pop settings (if permitted by your administrator), access advanced options, and report issues.

To access your integration settings:

1. Click the Settings  icon from the top of the 8x8 Work for Freshdesk integration app.

2. Use the following options:

   • Connect/Disconnect: Reconnect or disconnect the integration from Freshdesk. The integration automatically connects when you log in.

   • Integrations: Access screen pop settings that control how the integration behaves during interactions. You can edit these settings if granted permission by the administrator. See Manage your integration settings.

   • Advanced: Reset the panel to clear call history and end your 8x8 session.

   • About: Displays application information such as username, phone number, extension, PBX, and version details.

   • Report a problem: Report issues or contact support.

   • Log out: Log out of 8x8 Work for Freshdesk.

Manage your integration settings

Integration settings allow you to control how 8x8 Work for Freshdesk behaves during interactions. Based on permissions configured by your administrator, you can enable or disable specific options that affect call handling, screen behavior, and activity logging.

To manage your integration settings:

1. Click the Settings  icon from the top of 8x8 Work for Freshdesk.

2. Select Integrations to view the options.

   

Note:

You can only change interaction settings if permitted by the administrator.