---
title: "Overview: 8x8 integration for Freshdesk"
slug: "overview-8x8-integration-for-freshdesk"
updated: 2026-08-02T15:57:28Z
published: 2026-08-02T15:57:28Z
canonical: "help.8x8.com/overview-8x8-integration-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.

# Overview: 8x8 integration for Freshdesk

**8x8 Work** and **8x8 Contact Center** integration with **Freshdesk** brings phone communication through a dialer to your **Freshdesk** environment. The application launches conveniently from your **Freshdesk** dashboard, allowing you to combine the benefits of **Freshdesk** with the capabilities of **8x8 Work** and **8x8 Contact Center**, and interact with your customers via phone without having to switch to another app.

When you receive an incoming call, the integration searches your CRM contacts to identify the caller. If a matching contact is found, the customer record opens automatically, giving you visibility into previous interactions before you answer.

## Audience

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

## Availability

8x8 integration with **Freshdesk** is currently available in the United States and the United Kingdom.

## Features

8x8 integration with **Freshdesk** supports integration with **8x8 Work** and **8x8 Contact Center**.

**8x8 Work** for **Freshdesk** offers the following features:

- Out-of-the-box integration with minimal setup required.
- Make and receive calls 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.
- Quickly log call details into Freshdesk after every interaction.
- Transfer calls and add multiple participants to resolve complex issues in a single conversation.

**8x8 Contact Center for Freshdesk** offers the following features:

- Use Single Sign-On and sign in once to access both Freshdesk and 8x8 Contact Center.
- 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 Freshdesk.
- 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 **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.

## Limitations

The 8x8 integration for **Freshdesk** can only be launched in a floating window.

## Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

## Supported CRM Objects

The 8x8 integration supports the **Contact** object in **Freshdesk**.