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

# 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** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-settings_18x18(47).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A30Z&se=2026-11-03T22%3A13%3A30Z&sr=c&sp=r&sig=i7OrTpW1rKw9sJcehqMStcxmghlX%2F5EaEAQeC050A7w%3D) **> Integrations > Freshdesk** > connect in the integration, make sure that you are connected to integration with **Freshdesk**.
- Under **Settings** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-settings_18x18(47).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A30Z&se=2026-11-03T22%3A13%3A30Z&sr=c&sp=r&sig=i7OrTpW1rKw9sJcehqMStcxmghlX%2F5EaEAQeC050A7w%3D) **> 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**.

## My screen pop fails in CRM integration with 8x8 Work and 8x8 Contact Center

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

**To clear the browser cache in Chrome**

1. Click the **More** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-more_18x18(38).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A30Z&se=2026-11-03T22%3A13%3A30Z&sr=c&sp=r&sig=i7OrTpW1rKw9sJcehqMStcxmghlX%2F5EaEAQeC050A7w%3D) icon in the top-right corner of your Chrome browser window.
2. Select **Settings** from the menu.
3. Click **Advanced** at the bottom of the page.
4. Under **Privacy and security**, select **Clear browsing data**.
5. Select the following check boxes from the list:
  - Cookies and other site data.
  - Cached images and files.
6. Click **Clear data**.

**Allow third-party cookies**

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

> [!NOTE]
> Note:
> 
> This may not be required if your default settings are **Allow all**.

**To allow pop-ups and redirects**

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

> [!NOTE]
> Note:
> 
> This may not be required if your default settings are **Allow all**.