Check out the following troubleshooting items for 8x8 Work for Zendesk:
Search does not return any results
Ensure the integration is Connected.
Click the Settings
icon from the top of the 8x8 Work for Zendesk integration app.If disconnected, click Connect.
Ensure the correct Search Types are enabled
Search Types allows you to control what CRM Objects are searched. These can be configured within your integration settings or CRM Integration Profiles.
Note
Users can only edit Search Types if permitted by the administrator.
To access Search Types in the integration:
Click the Settings
icon from the top of the 8x8 Work for Zendesk integration app.Click Integrations.
Scroll down to the Search types.
If permitted by the admin, you can enable or disable the search types to suit your organizational needs.
Inbound calls go straight to voicemail and/or cannot make outbound calls
Make sure you are logged in to the 8x8 Work desktop or mobile apps, or have a working desk phone.
Activity in 8x8 Work does not trigger anything in CRM
Under Settings > Integrations > Zendesk > connect in the integration, make sure that you are connected to integration with CRM.
Under Settings > Integrations > Zendesk in the integration, enable the Auto Call Log option to automatically generate a call/chat 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 CRM.
My screen pop fails while integrated with 8x8 Work
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 Menu 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.
To allow pop-ups in Chrome:
Click the Menu 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 Site settings.
Under Unsandboxed plugin access, click Add next to the Allow section.
Enter <cloud8.8x8.com>, and confirm.
Allow Third-Party Cookies
Go to your browser settings, and search for Third-Party Cookies.
Click Add.
Enter https://cloud8.8x8.com and CRM to the list of allowed sites. Chrome automatically saves these settings.
Note
This may not be required if your default settings are Allow all.
Ticket cannot be marked Solved from the 8x8 integration
If the admin configured a custom ticket field as Required to solve a ticket, you cannot mark the ticket as Solved from the 8x8 integration until the required field is completed.
This behavior is enforced by a CRM validation rule. When this occurs, CRM blocks the status update and the ticket remains unsolved.
To resolve the issue:
Open the ticket in CRM.
Complete the required custom field.
Set the ticket status to Solved.