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

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

**Activity in **8x8 Contact Center** does not trigger a **screen pop** in **Zendesk****

- Ensure you are connected to integration with **Zendesk**.

**Reconnect the integration**
  1. In the **8x8 Contact Center** app, go to **Change status** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-status-arrow-line-down_17x18(15).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A53%3A47Z&se=2026-11-03T22%3A53%3A47Z&sr=c&sp=r&sig=urFloCPrgKoiltGjkDQefldGt1U2b5i8aDhJXltFtag%3D) **> My profile**.
  2. In the window that displays, click the **Integrations** tab.
  3. Click **Reconnect**.
  4. When connected, the system displays **Connected** in green in the Integrations section.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/reconnect(5).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A53%3A47Z&se=2026-11-03T22%3A53%3A47Z&sr=c&sp=r&sig=urFloCPrgKoiltGjkDQefldGt1U2b5i8aDhJXltFtag%3D)
- Enable the **Auto interaction 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.

**To enable the Auto interaction log option:**
  1. In the **8x8 Contact Center** app, go to **Change status** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-status-arrow-line-down_17x18(16).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A53%3A47Z&se=2026-11-03T22%3A53%3A47Z&sr=c&sp=r&sig=urFloCPrgKoiltGjkDQefldGt1U2b5i8aDhJXltFtag%3D) **> My profile**.
  2. In the window that displays, click the **Integrations** tab.
  3. Under **Settings**, configure the following options:

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/integration-settings(13).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A53%3A47Z&se=2026-11-03T22%3A53%3A47Z&sr=c&sp=r&sig=urFloCPrgKoiltGjkDQefldGt1U2b5i8aDhJXltFtag%3D)
  4. Enable **Auto interaction log**.
- Make sure that a pop-up blocker is not preventing new tabs from opening from **Zendesk**.

**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).

> [!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/icon-settings_18x18(49).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A53%3A47Z&se=2026-11-03T22%3A53%3A47Z&sr=c&sp=r&sig=urFloCPrgKoiltGjkDQefldGt1U2b5i8aDhJXltFtag%3D) icon from the top of the 8x8 integration.
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.

**My **screen pop** fails in CRM integration with **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 **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.

**Ticket tag issues**

Ticket tags can be selected either from the 8x8 integration or **Zendesk**, not both. When you set tags in one location, the behavior in the other changes as follows:

- Selecting tags in the 8x8 integration panel replaces all existing tags on the **Zendesk** ticket.
- Leaving the tags field empty in the 8x8 integration panel keeps the existing **Zendesk** tags unchanged.

To avoid unexpected issues, choose a single location to manage ticket tags and use it consistently.

**Ticket cannot be marked Solved from the 8x8 integration**

If you enable **Required to solve a ticket** on a custom ticket field in **Zendesk**, the agent cannot mark that ticket as **Solved** from the 8x8 integration until the field is filled in.

This behavior is enforced by a **Zendesk** validation rule. The 8x8 integration does not detect which custom fields are configured as required.

**To resolve the issue:**

- Remove the Required to solve a ticket setting from the custom field in **Zendesk**.
- Have agents open the ticket in **Zendesk**, complete the required field, and then mark the ticket as **Solved** directly in **Zendesk**.