Why Fanatical Labs? Because we are fanatical about creating easy to install, easy to use solutions and fanatical about helping you with getting your job done. Try our add-ons out and you will see what we mean by that.
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Support November 20th, 2018 @ 3:59 pm
Hi Avinash,
Happy to help. This appears to be a webhook error which would suggest there may be trouble syncing from MailChimp to Sugar. This error occurs when the webhook from MailChimp isn't able to find the Sugar webhook URL and typically results from incorrect file permission settings on the server during the installation process.
Sugar has recommended permissions that need to be set in order for Module Loader to be able to put files where they need to go, and have proper access to them. You can check your permissions using the information here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360016251832-Common-Installation-Issues
If you don't want to make your Sugar instance publicly accessible, we have some alternatives as well here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360004573992-Privacy-Network-Security
Please let me know if you have any further trouble!
Best,
View Comment
Heidi
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Support November 19th, 2018 @ 4:47 pm
Hi! Thanks for reaching out; we're happy to help. We do offer the option to sync campaign activity to a contact within Sugar. When viewing a contact within Sugar, you'll see the MailChimp Dashlet on the right hand side, as shown here: https://d.pr/free/i/nPNKbx. Within the Dashlet you can see the lists the contact is subscribed to and the emails they've been sent.
If the dashlet link is not sufficient for your needs, would you be able to hop on a call to explain in more detail what your use case needs are? You can schedule a demo to view SugarChimp for a short walkthrough, feel free to schedule some time with us here:
Please let me know if you have any further questions.
Best,
View Comment
Heidi
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Support November 16th, 2018 @ 4:22 pm
Happy to help! It looks like they may be on an older version of SugarChimp, so let's start by updating the version. You can update to the latest version by following steps here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392.
Once updated, can you check the Health Status page to see if any bad lists appear? This would display as a Target List syncing to an "unknown" list in MailChimp. If they do appear, can you click "Remove Sync".
Please let me know the results of updating to the most recent version and if you see any bad lists appear. We can continue troubleshooting if needed!
Best,
View Comment
Heidi
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Support November 7th, 2018 @ 2:12 pm
Good to hear!
Let me know if there's anything else I can help with. Thanks!
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Support November 7th, 2018 @ 2:08 pm
Hello Kiara,
We've got the solution worked out (finally), so that everything should be working in your system going forward. I will go ahead and extend your trial out another two weeks so that you have ample time to feel comfortable with the features and reliability of the product before paying anything.
Thank you again for your patience as we debugged the issues with Arcsona. I'll go ahead and close this case out now. If you run into anything else, you can reply here are start a new case.
Kind Regards,
View Comment
Jon
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Support November 5th, 2018 @ 8:01 pm
Hi Freddy,
Thanks for following up. I'm glad the issue appears to be resolved. Feel free to reach back out if anything seems amiss.
Best,
View Comment
Heidi
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Support November 2nd, 2018 @ 7:24 pm
Hi Freddy,
Thanks for following up. It sounds like the sync from Sugar to MailChimp is working, but the MailChimp to Sugar sync is not. Can you tell me the webhook that displays for you? Does it currently match your Sugar URL webhook?
Additionally, can you tell me if your SugarCRM instance is publicly available or is it behind a firewall? We may also need your SugarCRM logs as well. If you'd prefer, feel free to set up a support call here:
Thanks,
View Comment
Heidi
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Support November 2nd, 2018 @ 5:52 pm
Hello there,
We haven't heard from you regarding the issue in a few days. Is there anything we can help with?
Let me know how I can help.
Thanks,
View Comment
Jon
Fanatical Labs Support
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Support November 2nd, 2018 @ 4:53 pm
Hello there,
We haven't heard from you regarding the issue in a few days. Is there anything we can help with?
Let me know how I can help.
Thanks,
View Comment
Jon
Fanatical Labs Support
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Support November 2nd, 2018 @ 3:01 am
You’re quite welcome!
It doesn’t matter either way. However sometimes the upgrade pre-check will stop the upgrade from continuing if installed modules are not compatible with the new version you are upgrading to. If this is the case you’ll need to upgrade first.
Let me know how it goes. Thanks!
View Comment
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Support November 2nd, 2018 @ 2:43 am
Hi Nancy, thanks for reaching out. I'm happy to help with this. We have made a few changes since the version that you're currently on and it does support Sugar 8.2.
You can download the latest package here: https://www.dropbox.com/s/8szaakmp4rq590k/FanaticalZendesk-2.5.1-for-Sugar8.zip?dl=1 (download the zip file and do not unzip it)
After downloading follow these steps:
- Go to Sugar > Admin > Module Loader
- Upload the new package and click install (do not uninstall the old version, you need to install the new version on top of the old version)
- Once the module finishes installing, go to Zendesk and verify you can still see the Sugar data and go to a Sugar contact and verify you are able to see Zendesk tickets.
If for some reason you are unable to see data on either side, follow these steps:
- Go to Sugar > Admin > Zendesk Configuration
- Click through the steps until you get to Step 3
- Make sure the listed Zendesk subdomain is connect and click the "Connect to Zendesk" image (even if it says there is already a connection established)
This will redirect you back to Sugar. After doing this, verify again if you can see the Sugar data and go to a Sugar contact and verify you are able to see Zendesk tickets.
Let me know if you have any questions about this process. Thanks!
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Support October 30th, 2018 @ 3:55 pm
Hello there,
We haven't heard from you regarding the issue in a few days. Is there anything we can help with?
Let me know how I can help.
Thanks,
View Comment
Chad
Fanatical Labs Support
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Support October 29th, 2018 @ 5:38 pm
Hello everyone,
I was able to get their setup working locally. When I began troubleshooting, I tried to create a Lead manually. However, on manual creation, I'm getting:
Mon Oct 29 12:44:42 2018 [2039][1][FATAL] An exception occurred while executing 'INSERT INTO leads_cstm (id_c, status_parent_c, nosmssend_c, smsphase_c, wechat_c, whatsapp_c, nextsms_c, nosmssend_stall_c, smsphase_stall_c, nextsms_stall_c, email_sent_c, countryareacode_c, foreigncitizen_c, noemailssend_stall_c, email_phase_stall_c, nextemailsend_stall_c, emailsentstall_c, previouscalldate_c, numbercalls_c, nextcallbasedinprevious_c, nextcallbasedinprevious2_c, nextcallbasedinprevious3_c, callheld_c, nocallsstall_c, previouscalldatestall_c, nextcallstall1_c, nextcallstall2_c, nextcallstall3_c, nextcallstall4_c, callheldstall_c, mobile_c, product_type_c, email_by_lh_c, noemail_c, email_phase_c, nextemailsend_c, noemailssend_c, initial_process_c, phone_only_numbers_c, medium_c, lead_content_c, lead_term_c) VALUES(?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' with params ["51048ad0-dba2-11e8-8ad1-a45e60ef573b", "New", null, null, null, null, null, null, null, null, 0, "1", 0, null, null, null, 0, null, null, false, false, false, 0, null, null, false, false, false, false, 0, "19305208020", null, 0, null, null, null, null, 0, null, "Call", null, null]:
Incorrect datetime value: '' for column 'nextcallbasedinprevious_c' at row 1
Any thoughts on why this is? How can I create Leads in the system to replicate the issue?
Thanks,
View Comment
Jon
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Support October 29th, 2018 @ 3:51 pm
Hello Craig,
Thank you for updating me here. We can definitely extend the trial out while we address these issues. I will extend your trial out another two weeks to give us plenty of time to see this working prior to being charged. The new trial will end on Nov. 13th.
I see you've already scheduled us a call for tomorrow, so I'm anxious to get on the call and get some logging going to see what is going on in your system. We'll get this thing figured out!
Kind Regards,
View Comment
Jon
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Support October 28th, 2018 @ 7:52 pm
Hello there,
We haven't heard from you regarding the issue in a few days. Is there anything we can help with?
Let me know how I can help.
Thanks,
View Comment
Jon
Fanatical Labs Support
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Support October 28th, 2018 @ 4:54 pm
Hello there,
We haven't heard from you regarding the issue in a few days. Is there anything we can help with?
Let me know how I can help.
Thanks,
View Comment
Jon
Fanatical Labs Support
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Support October 26th, 2018 @ 6:45 pm
Hello Jesus,
I have started the download of their export now. I will look try to get a local installation going as quickly as possible with their data. I will let you know if I run into any hiccups during this process.
Thanks,
View Comment
Jon
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Support October 26th, 2018 @ 3:14 pm
Hi again, really sorry for the slow response on this. This comes up every once in a while, but not enough yet for us to add it to the product.
I've been looking into what it would take for us to do this as a one-off migration for you and unfortunately we're booked up for the next couple months for that type of project. I'm happy to help you find someone to do this migration for you however. I reached out to https://help-desk-migration.com . They don't have a pre-built Sugar to Zendesk migration, but they were willing to take a look at what it would take. Would you like for me to put you in touch with them?
In the meantime, if you're already using Zendesk or in a trial I can go ahead and get you setup on the trial for the integration and you can see what the integration will look like. It sounds like that piece will still be needed. Until the migration is complete, we could set it up so you could still be able to see the old cases in option #1.
Let me know how you'd like to proceed. Thanks and sorry again for the slow response!
View Comment
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Support October 25th, 2018 @ 8:42 pm
Hi Freddy,
Happy to help. The unchecked "cleaned address" box is deliberate. We sync cleaned emails by manually grabbing them from MailChimp on every scheduler run. If we use the webhooks to sync cleaned emails then it could overload Sugar if too many bounces happen from a single Campaign. Instead, we grab these via the scheduled job which is a bit more efficient and doesn't cause performance issues.
Regarding the unchecked "via the api" box, we typically default to having this field checked. This allows for other MailChimp integrations you may have to bring data back to SugarCRM. This, in turn, alerts Sugar every time that we send an update from Sugar to MailChimp (even though it doesn't take any action). However, you can leave this box unchecked if you don't have any other MailChimp integrations.
Let me know if you have further questions!
Best,
View Comment
Heidi
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Support October 25th, 2018 @ 7:22 pm
Hi Freddy,
Thanks for checking in. Besides updating the webhook, there is nothing further needed to resolve this issue. Feel free to delete the second webhook since only one is needed. You can confirm you've fixed the issues by editing a name in MailChimp and checking if the synced Sugar record is updated correctly. The update should take just a few moments to update from MailChimp into Sugar.
In regards to prior updates, such as unsubscribes, those will be updated in MailChimp within the next scheduler job (every 5-15 minutes) so they should already be updated for you.
Please let me know if anything looks out of place!
Best,
View Comment
Heidi
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