Co-founder of Fanatical Labs (makers of SugarOutfitters & SugarChimp). Entrepreneur and Developer residing in East Texas.
Support January 18th, 2018 @ 7:27 pm
Excellent! I'll get this case closed out.
Let me know if you need any other modules or fields displayed on the Zendesk side. Thanks!View Comment
Support January 18th, 2018 @ 7:16 pm
Sure thing. Progress!
- Go to Zendesk and delete any Sugar app you have installed over there.
- Go back to Sugar > Admin > Zendesk Configuration, go to Step 3, be sure your zendesk subdomain is correct and click the "connect to zendesk" image. It may ask you to authenticate on the Zendesk side, but ultimately you should be returned to Sugar.
- After returning to Sugar, go back to Zendesk and open a ticket and see if you see Sugar data.
Let me know how it goes. Thanks!View Comment
Support January 18th, 2018 @ 6:55 pm
Hello, thanks for giving it another try. My guess is the old license key is still installed in the system.
To update the license key, go to Sugar > Admin > Zendesk Configuration and follow the steps.
On step 2 of the configuration it will ask you for a license key, you'll want your new license key which you can find on your orders page here: https://www.sugaroutfitters.com/members/lscott/orders
Add the new license key and click "Validate". After doing that be sure to follow the steps on step 3.
After all of this, when you go back to a Contact and try to add the dashlet you'll find one called "Fanatical Zendesk" that's the one you want to add.
Let us know if you have any issues with this. We can also schedule a call to go over this if you would prefer. You can pick a day/time here if so: https://calendly.com/fanaticallabs/zendesk-support-meeting
Support December 18th, 2017 @ 4:26 pm
Hello, sorry for the issue.
Would you like to have a quick call so I can address the issue for you?
Can you please explain what you tried and what didn't work? Were there any errors messages?
Documentation November 8th, 2017 @ 3:22 pm
Hi Molly, that's a good question. The easiest way to see this is to use the MailChimp Subscriber Activity dashlet within Sugar. This will appear on the page of a Contact and you can see all of the campaigns and activity from there.
To set that up, give this page a look: https://www.sugaroutfitters.com/docs/SugarChimp/view-mailchimp-data-in-sugar
The instructions you need to view this depends on which version of Sugar you are using. If you have any issues at all please open a support case here and we'll be sure to help you: https://www.sugaroutfitters.com/support/SugarChimp
Support November 8th, 2017 @ 2:06 am
Hello, sorry for the issue. I can help with this.
Would you please send the package that you are trying to install to firstname.lastname@example.org?
It looks like you may have been able to install it at this point, but if not I'll be able to give it a look and make sure everything is alright with it.
The proper package you should be using is this one right here for SugarChimp 7.9.4 for Sugar 7: https://www.sugaroutfitters.com/download/7418
Support November 7th, 2017 @ 3:43 pm
Hi Alex, thanks for giving this a good try first. This is something we can definitely help with.
If you go to Sugar > Admin > Schedulers, click on any of the schedulers that say they run "as often as possible". On the bottom half of the page, do they show to have run history? Or is it empty?
This is the best way to know if the out-of-the-box schedulers are running. If they are, then it may be something SugarChimp specific. If they are not, it's likely a system issue. Either an error in the cronjob or maybe a Sugar file permissions issue.
Let me know what you find. Thanks!View Comment
Support October 27th, 2017 @ 1:55 pm
Hi everyone, I'm closing the loop here. The fix we put in place allowed everyone's links to work again.
I'm going to close this ticket out for now. Please open a new ticket if there's anything else we can help with.
Support October 23rd, 2017 @ 7:46 pm
Hello, I have emailed everyone who has reached out to us about this issue with instructions for how to correct. All that should be needed is to install the new package and give Zendesk a refresh.
I will wait until I hear from you before closing out this case. Thanks!View Comment
Support October 19th, 2017 @ 5:04 pm
Hi everyone, just following up on this.
We've been able to isolate this issue to a Zendesk issue. In the past week something has changed on their end where data is being filtered out when the Zendesk App talks to your Sugar instance.
The URL used for the links to Sugar is generated in Sugar. When the Zendesk app receives this data, for some reason it strips out parts of the URL, so when we use the resulting URL in the app for the link, the link does not work.
I have an open ticket with Zendesk now and am communicating with them about this issue. I hope to have a resolution on the Zendesk side soon OR a workaround on our side if their fix will take too long.
Sorry for the issue. I hope we can have this resolved soon for all of you. Thanks!View Comment
Support October 19th, 2017 @ 2:59 am
Hi Alister, I wanted to get an update posted here. I know we've had a couple calls and been emailing.
I'm going to go ahead and close this case out. The current open is the problem of the links back to Sugar when viewing the Zendesk app are not working. The current support ticket for that can be found here: https://www.sugaroutfitters.com/support/zendesk-sugarcrm/3369 I'll be sure to notify you as soon as there is a solution.
Please let me know if there's anything else I can help with, otherwise I'll continue to be in touch over emails. Thanks!View Comment
Support October 18th, 2017 @ 5:40 pm
Hi Julia, sorry for the issue.
We're currently working on a fix for this. It's top priority for us.
I'll be sure to followup here when we have a fix ready for you.
Thanks and sorry again!View Comment
Support October 16th, 2017 @ 2:03 am
Hi Roman, I just followed up with an email.
I'm looking forward to our call. Thanks!View Comment
Support October 10th, 2017 @ 2:58 pm
Good to hear, thanks for the update!
Let us know if you need anything else. Have a great rest of the week.View Comment
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