• trigger on business rules

  Support January 22nd, 2020 @ 1:16 pm
  

  Hi Pierre,

  Thanks for letting me know this has been resolved.

  Please let us know if you need anything further.

  Best,
  Heidi

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• trigger on business rules

  Support January 21st, 2020 @ 6:13 pm
  

  Hi Pierre,

  Thanks for reaching out. It looks like that screenshot didn't make it through but it sounds like the trigger that should send data from Zendesk to Sugar isn't firing. To confirm, is the trigger active? This trigger is responsible for sending information gathered from a Zendesk ticket and creating cases, contacts, and accounts in Sugar.

  You should be able to re-connect to Sugar to resolve this issue. Can you walk through the steps below? You can then test the trigger is working by creating and updating a ticket in Zendesk and seeing it create a case in Sugar.

  1. Within your CRM, navigate to Admin.
  2. Click Zendesk Configuration (towards the bottom of the page.)
  3. Navigate to Step 3 of the configuration and ensure your Zendesk domain appears accurately
  4. Click the large Zendesk icon that says Click Here to Connect (Note: you may already see a green message indicating you are already connected. Click the button to connect again even if this message appears.)
  5. The page should redirect back to Sugar.

  Let me know if that doesn't resolve things for you.

  Best,
  Heidi

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• Sugar search function not finding records

  Support January 3rd, 2020 @ 2:41 pm
  

  Just wanted to quickly update this ticket with the information we chatted about through email and during our call:

  We determined that once you've done your newsletter for this month, you'll make the schedulers related to SugarChimp inactive to see if the issue continues. As a reminder the steps for doing that are below:

  1. From within the SugarChimp Health Status page, click view scheduler
  2. Click Edit at the top left page
  3. Use the drop-down on the right that says Active and select Inactive
  4. Click Save

  Once inactive, please be sure to check in with your team to see if the issue continues. I'm inclined to think it's related to the BallAPI scheduler failing every minute, so you'll also follow up on that issue with your Sugar administrator.

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• Mailchimp activity module reports 0 activity

  Support January 3rd, 2020 @ 2:41 pm
  

  Just wanted to quickly update this ticket with the information we chatted about through email and during our call:

  Based on what we saw on the call, it looks like the activities are being received by Sugar, but aren't displaying or syncing to the record itself. I chatted with Jon, our developer, with what we found and he says it sounds like there's an internal CRM process that's conflicting with our ability to save the data to the Sugar record. Looking through the log and seeing those BallAPI errors over and over, I'm inclined to think that error may be affecting many areas of the CRM unknowingly. With this knowledge, can you let us know when that BallAPI issue is resolved and we can take another look and troubleshoot further, if needed?

  Thanks!

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• SugarChimp sync not working

  Support December 20th, 2019 @ 1:52 pm
  

  Happy to help. It sounds like your SugarChimp scheduler may not be working as intended. Can you send a screenshot of your Health Status page as well as a copy of your logs so I can take a closer look? You can access your logs using the steps below:

  1. From within Sugar Admin click System Settings
  2. Click View Log at the bottom of the page
  3. Click All at the top of the page
  4. Copy/paste the text that appears into a text file and send it along to mailchimp@fanaticallabs.com

  Thanks!
  Heidi

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• Sugar search function not finding records

  Support December 18th, 2019 @ 2:09 pm
  

  Just wanted to follow up on this specific case. As mentioned through our email exchange, it sounds like this may not be related to SugarChimp as SugarCRM was able to replicate when SugarChimp logic hooks were removed. I'm going to close this case for now, but if the results of their test indicate an issue with SugarChimp, please let me know and we'll be happy to troubleshoot further.

  Best,
  Heidi

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• Mailchimp activity module reports 0 activity

  Support December 16th, 2019 @ 10:33 pm
  

  Thanks for this insight. I had reviewed the logs from your other ticket to see if there was an issue there, and I'm not seeing anything obvious. To confirm, are these individual campaigns or are they opens/clicks from automated campaigns?

  Can you follow the steps below and let me know what you see?

  1. From within Sugar Admin, click on Health Status (take a screenshot and send it to mailchimp@fanaticallabs.com)
  2. In the URL, change /health-status to /adminactivitytracker
  3. Take a screenshot of this page and send it to mailchimp@fanaticallabs.com

  If you prefer, you can also schedule some time for us to look at it together:

  https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  Thanks!
  Heidi

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• S&S Truck Parts Sugar Upgrade

  Support December 12th, 2019 @ 2:33 pm
  

  Wonderful! Let us know if you need anything further.

  Heidi

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• S&S Truck Parts Sugar Upgrade

  Support December 11th, 2019 @ 8:01 pm
  

  Hi Pat,

  I just sent it again to the email we have on file for you, but if you don't get it, please send us an email at mailchimp@fanaticallabs.com and I'll send it as a reply to that email.

  Thanks!
  Heidi

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• S&S Truck Parts Sugar Upgrade

  Support December 11th, 2019 @ 4:21 pm
  

  Hi Pat,

  Happy to help. The latest version can also be seen on SugarOutfitters directly from their account, but I'm emailing you a link you can use to download the latest. Please let me know if you have any trouble!

  Best,
  Heidi

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• Sugar search function not finding records

  Support December 11th, 2019 @ 3:54 am
  

  You can send it to us at mailchimp@fanaticallabs.com.

  Thanks!
  Heidi

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• Sugar search function not finding records

  Support December 10th, 2019 @ 9:00 pm
  

  Thanks for reaching out. I'd like a few more pieces of diagnostics to see if we can narrow down what the issue could be. Can you walk through the steps below:

  1. Right click on your browser and select Inspect. Switch to the Console tab, and then paste: SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});
  2. Navigate to a contact and make a change. Save the record as you normally would.
  3. From within Sugar Admin, click System Settings.
  4. Scroll to the bottom of the page and click View Logs. Then click All.
  5. Copy/paste what appears into a .txt file and send it along to us at mailchimp@fanaticallabs.com.
  6. When completed, you can return the logger level to normal by pasting the following into the Console tab:
     SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/normal'),{},{});

  Thanks for your help in troubleshooting.

  Best,
  Heidi

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• Mailchimp activity module reports 0 activity

  Support December 10th, 2019 @ 7:09 pm
  

  Thanks for reaching out. I'm curious if just activities aren't coming through, or if all syncing from Mailchimp isn't working as it should. Can you make a change to an active record, such as adding a character to record's first name in Mailchimp, and let me know if that change is reflected in Sugar?

  Secondly, can you confirm the webhook on Mailchimp matches the one on Sugar? You can see your Sugar webhook by navigating to the Health Status page. To see the webhook in Mailchimp, you can follow the directions below:

  1. From within Mailchimp, click Audience
  2. Under Current audience, select the name of the list you're syncing
  3. Using the Manage Audience dropdown on the right hand side, select Settings
  4. Click Webhooks at the bottom of the page

  This webhook should be active and should exactly match the webhook that appears in SugarChimp's Health Status page within your CRM.

  Thanks,
  Heidi

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• Error: Unable to retrieve MailChimp Lists

  Support December 10th, 2019 @ 2:15 pm
  

  Thanks for reaching out. About how many of these emails have been received and are they coming all at once or intermittently?

  Can you navigate to SugarChimp's Health Status page (from the Sugar Admin page) and tell me if there are any Mailchimp lists that are displaying as "unknown"? If there are, you can remove the sync from the unknown list and that should resolve the error.

  If there are no "unknown" Mailchimp lists, can you take a screenshot of the Health Status page and send it along to mailchimp@fanaticallabs.com? Additionally, can you send along a copy of the Sugar logs so we can see if there are other clues as to what's causing this error? You can send these to mailchimp@fanaticallabs.com.

  Thanks for your help in troubleshooting!

  Best,
  Heidi

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• Bounced email still mark as valid on Sugar

  Support December 5th, 2019 @ 8:49 pm
  

  So just to confirm, it sounds like unsubscribing a record successfully marks the record as opted out in Sugar. However, changing the name of an active record does not sync to Sugar and neither has bounced emails.

  Can you confirm the webhook on Mailchimp matches the one on Sugar? You can see your Sugar webhook by navigating to the Health Status page. To see the webhook in Mailchimp, you can follow the directions below:
  1. From within Mailchimp, click Audience
  2. Under Current audience, select the name of the list you're syncing
  3. Using the Manage Audience dropdown on the right hand side, select Settings
  4. Click Webhooks at the bottom of the page

  This webhook should be active and should exactly match the webhook that appears in SugarChimp's Health Status page within your CRM.

  Additionally, it might be helpful to see some logs. Can you follow the steps below to put SugarChimp into debug mode and send along relevant logs to mailchimp@fanaticallabs.com? You can find steps for this here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360032680392-Data-Isn-t-Syncing-From-Mailchimp-to-CRM

  Thanks,
  Heidi

  View Comment
  
  
• Bounced email still mark as valid on Sugar

  Support December 3rd, 2019 @ 6:57 pm
  

  Thanks for this screenshot. That gives me the information I needed!

  Can you try changing the last name of an active record to see if the change makes it to Sugar?

  Thanks,
  Heidi

  View Comment
  
  
• Bounced email still mark as valid on Sugar

  Support December 3rd, 2019 @ 4:00 pm
  

  Happy to help. Can you tell me if it is a hard or soft bounce and if Mailchimp has marked the email as Cleaned? Additionally, can you confirm if the contact is still on the Target List that's being synced?

  If you make a change to an active contact, such as adding a character to their last name, is the change synced to Sugar as expected?

  Thanks for your help in troubleshooting.

  Best,
  Heidi

  View Comment
  
  
• How to create contacts/lists on Sugar and sync them to Mailchimp.

  Support November 26th, 2019 @ 8:43 pm
  

  Happy to help. To confirm, it sounds like you've set up a Target List to sync to Mailchimp, but you're not seeing contacts in Mailchimp, is that correct? Can you tell me how you currently have your lists set up to sync? For example, are you syncing all contacts or just specific ones? You can check your sync settings in your Sync Settings (Step 3 of the directions below):

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360020771271-How-do-I-sync-a-Target-list-

  Additionally, can you send a screenshot of what appears within your Health Status page? I responded to the email you sent as well, so you can include the screenshot as a reply to that email so I can take a closer look.

  Thanks,
  Heidi

  View Comment
  
  
• How to create contacts/lists on Sugar and sync them to Mailchimp.

  Support November 26th, 2019 @ 8:42 pm
  

  It looks like this is a duplicate ticket, so I'm closing this one and will respond on the ticket 4278.

  Thanks!
  Heidi

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• Sugar Inc. will discontinue support for TLS v 1.0/1.1 -- Any actions required?

  Support November 26th, 2019 @ 4:12 pm
  

  Hi Thomas,

  Thanks for reaching out. Because the integration goes through Zendesk and Sugar servers, this change won't affect the Fanatically Zen integration. It's worth noting that Zendesk has also stopped supporting 1.0/1.1 as of last year.

  Please let me know if you have any further questions!

  Best,
  Heidi

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