---
title: "Troubleshooting 8x8 Work for Zendesk"
slug: "troubleshooting-8x8-work-for-zendesk"
updated: 2026-08-02T15:57:28Z
published: 2026-08-02T15:57:28Z
canonical: "help.8x8.com/troubleshooting-8x8-work-for-zendesk"
---

> ## 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 Work for Zendesk

Check out the following troubleshooting items for **8x8 Work for Zendesk**:

**Search does not return any results**

Ensure the integration is **Connected**.

1. Click the **Settings** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-VBIU21PP.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A07Z&se=2026-11-03T23%3A20%3A07Z&sr=c&sp=r&sig=olbEuART1p0hNvKAGuX00TIjdayzATfTUMiaF4rg80A%3D) icon from the top of the **8x8 Work for Zendesk** integration app.
2. 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](/documentation/docs/admin-console-set-up-crm-integration-profiles#overview-zendesk).

> [!NOTE]
> Note
> 
> Users can only edit **Search Types** if permitted by the administrator.

To access Search Types in the integration:

1. Click the **Settings**![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-VBIU21PP.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A07Z&se=2026-11-03T23%3A20%3A07Z&sr=c&sp=r&sig=olbEuART1p0hNvKAGuX00TIjdayzATfTUMiaF4rg80A%3D) icon from the top of the **8x8 Work for Zendesk** integration app.
2. Click **Integrations**.
3. 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:**

1. Click the **Menu** 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**.

**To allow pop-ups in Chrome:**

1. Click the **Menu** 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 **Site settings**.
5. Under **Unsandboxed plugin access**, click **Add** next to the **Allow** section.
6. Enter <cloud8.8x8.com>, and confirm.

**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 **CRM** 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**.

**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:

1. Open the ticket in **CRM**.
2. Complete the required custom field.
3. Set the ticket status to **Solved**.