---
title: "Overview: 8x8 integration for Zendesk"
slug: "overview-8x8-integration-for-zendesk-3-1"
updated: 2026-08-02T15:57:28Z
published: 2026-08-02T15:57:28Z
canonical: "help.8x8.com/overview-8x8-integration-for-zendesk-3-1"
---

> ## 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 Zendesk

The **8x8 Work** and **8x8 Contact Center** integration for **Zendesk** enables agents to manage calls and customer interactions directly within **Zendesk** without switching tools.

With the integration, agents can:

- Manage phone calls, chats, and voicemail from a single interface.
- See caller details with automatic screen pop for inbound and outbound calls.
- Log calls without leaving **Zendesk** based on the associated contact.

## Audience

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

## Features

The 8x8 Integration with **Zendesk** supports integration with **8x8 Work** and **8x8 Contact Center**.

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

- Make and receive calls directly in **Zendesk** to resolve customer issues 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.
- Log call details into **Zendesk** automatically to keep customer records up to date.
- Transfer calls and add multiple participants to resolve complex issues in a single conversation.

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

- 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 **Zendesk**.
- 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 the **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.
- Support for SMS channels.
- Support for WhatsApp channels.

## Limitations

- Automatic pop for new user creations is not supported yet.
- Click-to-dial is currently not supported in the 8x8 integration for **Zendesk**.
- Warm and cold transfers are only supported in **8x8 Agent Workspace**.
- Ticket tags can be selected either from the 8x8 integration or **Zendesk**, not both. Selecting tags in the 8x8 panel replaces all existing **Zendesk** tags on the ticket. To avoid overwriting tags, be consistent and manage ticket tags in either 8x8 or **Zendesk**. See [Troubleshooting](/documentation/docs/zendesk-troubleshooting-8x8-integration-for-zendesk).
- The **8x8 Contact Center** integration is only available for **Zendesk** Support. **Zendesk** Sell is not supported.

- Limitations related to SMS support:
  - 
    - We currently don't support SMS messaging to short code numbers. We support messaging to toll-free and regular phone numbers.
    - We don't support MMS.
    - SMS messaging doesn't support images or emojis. It is plain text only.
    - Customer responses to agent initiated messages are not directed to the agent unless a dedicated SMS queue is set up for the agent.
    - Group messaging is currently not supported for outbound SMS.
    - For outbound SMS, an SMS channel must be set up with a number for that region.
    - To send a message while on a call, there must be a disposition code set up.
    - Alphanumeric sender ID’s are not available.
- Limitations related to WhatsApp support:
  - 
    - Agents cannot initiate outbound WhatsApp messages.
    - Agents cannot send images to customers; they can only receive images. The images sent by the agent will not be received by the customer.
    - When a .txt file is sent, its content appears directly in the conversation and interaction log instead of as a file attachment or link.
    - Attachments such as images, video recordings, GIFs, and documents are not supported in the interaction log. They appear as links, but cannot be accessed or opened.
    - When **Enable Translation** is turned on, emojis sent by external users are not transferred to the agent.
    - Voice notes are not supported in the interaction log.
    - Location pins are not supported in the interaction log.

## Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

## Before you begin

- Login access to **Zendesk** account.
- Login access to an **8x8 Work** extension and/or **8x8 Contact Center**.

## Supported Zendesk objects

The following **Zendesk** object has been tested with **8x8 Contact Center** integration.

- Users
- Tickets

Contact 8x8 Professional Services for any out-of-the-box customization.