Troubleshooting: 8x8 integration for Freshdesk

Check out the following troubleshooting items for 8x8 integration with Freshdesk:

Activity in 8x8 Work and 8x8 Contact Center does not trigger screen pop or call logs in Freshdesk

Under Settings > Integrations > Freshdesk > connect in the integration, make sure that you are connected to integration with Freshdesk.
Under Settings > Integrations > Freshdesk in the integration, enable the Auto Call Log option to automatically generate a call, chat, and voicemail log. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well.
Make sure that a pop-up blocker is not preventing new tabs from opening from Freshdesk.

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

To clear the browser cache in Chrome

Click the More icon in the top-right corner of your Chrome browser window.
Select Settings from the menu.
Click Advanced at the bottom of the page.
Under Privacy and security, select Clear browsing data.
Select the following check boxes from the list:
- Cookies and other site data.
- Cached images and files.
Click Clear data.

Allow third-party cookies

Go to your browser settings, and search for Third-Party Cookies.
Click Add.
Enter https://cloud8.8x8.com and your Freshdesk URL to the list of allowed sites. Chrome automatically saves these settings.

Note:
This may not be required if your default settings are Allow all.

To allow pop-ups and redirects

Go to your browser settings, and search for Pop-ups and redirects.
Click Add.
Enter <cloud8.8x8.com>, and Freshdesk to the list of allowed sites. Chrome automatically saves these settings.

Note:
This may not be required if your default settings are Allow all.