Install 8x8 integration for Freshdesk

For your organization to take advantage of 8x8 integration with Freshdesk, your agents can use the app after the admin has installed it.

To install Freshdesk integration:

1. Log in to your Freshdesk account.

2. Click on the Admin  icon from the bottom-left corner of your homepage. 

   

3. Scroll down to the Support Operations section and click on the Apps  icon.
   -OR-
   Search for Apps from the search settings field, and when the search results display, click on the Apps  icon. 

   

4. In the search apps field, search for 8x8 for Freshdesk, and when the search results display, select it. 

   

5. Click Install.

6. Refresh the page.
   The 8x8 for Freshdesk icon is displayed at the bottom-left corner of the sidebar.
   

Note:

If your agents are integrating with 8x8 Contact Center, ensure that you provide them with the integration data request token created for the integration in the 8x8 Contact Center8x8 Admin Console. Agents need this token to log in to 8x8 Contact Center for Freshdesk.

Enable API key access for agents

When agents log in to the 8x8 integration for Freshdesk, they are prompted to enter their Freshdesk API key. They can also authenticate with their username and password by selecting Use Freshdesk Login Credentials from the authentication screen.

Each agent on your Freshdesk account has their own unique API key. By default, agents do not have access to their Freshdesk API key. For agents to use the API key authentication, you must first enable API key visibility for each agent. Once enabled, the agent can retrieve their key from their profile and use it to complete the integration setup.

To enable API key access for an agent:

1. Go to Admin > Teams > Agents.

2. Hover over the relevant agent and click the Edit  icon.

3. Scroll down to Security and permission and toggle on API Key access.
   

4. Click Update agent.
   The agent is notified via email that their API key access has been enabled. The agent can retrieve the key from their profile.