Objective

Applies To

• 8x8 Work for Zendesk Integration v3.1 (Maestro)
• 8x8 Admin Console
• 8x8 Single Sign-On Service
• Zendesk

Procedure

• 8x8 Admin Console User Configuration
• Zendesk Configuration

8x8 Admin Console User Configuration

1. Log in to 8x8 Admin Console as an Administrator.
2. Select Users.
3. Locate the user you are configuring, and select Edit (pencil icon).
   
   
4. In Basic information at the very top of the page, copy the user's Username. Note: If the Zendesk user's 8x8 Username is different from their Zendesk username, skip this step!
   
   
5. Scroll down to the Third-party integration section. (See the screenshot below.)
6. Click on the Third party dropdown menu and select Zendesk ID.
7. In the Username section, type or paste in the user's Zendesk login ID.
   
   

Important: The Third-party integration section is visible only for users who have been assigned an 8x8 X2 license, or higher.

8. Finally, click Save at the bottom of the page. A banner message at the top of the page should appear, stating that the settings were saved.
   
   

Zendesk Configuration

1. Log in to Zendesk as an administrator.
2. Select the Admin (gear) icon at the left.
   
   
3. Select Manage.
   
   
4. In My Apps > Currently Installed, hover your mouse cursor over the 8x8 application icon and click on the Settings dropdown menu.
5. Select Change settings.
   
   
6. In the Installation section of the 8x8 Integration, enter the appropriate text into the following settings fields:
   • Virtual Contact Center must be set to false (in lower case).
     
     
   • SSO Mode must be set to true (in lower case).
     
     
7. Select Update at the bottom of the page. You should receive a confirmation message stating that the changes were applied.
   
   
8. Finally, if any users who were logged into Zendesk at the time changes above were made, they should log out of and back into Zendesk for those changes to take effect.