• Error installing package - New SugarCloud policy

  Support November 23rd, 2022 @ 2:11 pm
  

  Great news! We have a new package for you. I've sent a link to your email. Please let me know if you have any trouble.

  If you don't get my email, please let me know at zendesk@fanaticallabs.com.

  Best, Heidi

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• Error installing package - New SugarCloud policy

  Support November 23rd, 2022 @ 4:02 am
  

  Hi Beatriz,

  I should have an updated package for you soon. I'll follow up as soon as I have more information.

  Thanks for your patience here.

  Best, Heidi

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• Fatal error in sugarcrm while syncing tickets from chat channel

  Support November 21st, 2022 @ 4:49 pm
  

  Just wanted to follow up on this open ticket. We've released a new version that resolves this issue.

  Closing this ticket for now, but please reach out again if you need us.

  View Comment
  
  
• Error installing package - New SugarCloud policy

  Support November 21st, 2022 @ 1:43 pm
  

  Hi Beatriz,

  Thanks for checking in. We're in the final stages of testing the latest update, so I hope to have a package available to you. I'll follow up again as soon as I have more information.

  Best, Heidi

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• Error installing package - New SugarCloud policy

  Support November 15th, 2022 @ 2:27 pm
  

  Absolutely, Beatriz. I'll let you know once we have a new version.

  Best, Heidi

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• Error installing package - New SugarCloud policy

  Support November 14th, 2022 @ 5:34 pm
  

  Hi Beatriz,

  Thanks for reaching out. We're currently working on getting an updated Fanatically Zen package ready for release. It's not quite ready yet, unfortunately.  I've made a note to follow up with you as soon as our team is complete.

  In the meantime, I know demos can be challenging without the live product to show. I'm happy to send along some screenshots to help walk the customer along if needed. Additionally, we have some videos that provide great insight into how the product works. You can find those here: https://www.youtube.com/channel/UCNOewWBZpJarNQD7ObisJCg

  I'll follow up again once I have a new version for you. In the meantime, please let me know if I can provide any further assistance.

  Best, Heidi

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• URGENT - Subscription has expired and payment failed BUT Key is valid and active

  Support October 25th, 2022 @ 3:00 pm
  

  Hi Beatriz,

  I'm sorry this has been so frustrating. Unfortunately, I don't have access to all of the past license pings. When I got this ticket on the 20th, I checked the license key status and saw it was active and had been validated successfully (on the 20th). I'm only able to see the most recent date, so I wouldn't be able to see any license validations from Oct 17-19 and could only see it was successful on the 20th. The error from SugarChimp indicated an issue with the license key which expired due to the payment failing. Once SugarOutfitters processed it manually and indicated the license key was active again, SugarChimp would be able to successfully validate. Given the error in your logs and that no other interventions on our end were needed (simply SugarOutfitters manually processing the payment), I'm inclined to believe that the license key was validated soon after the payment was processed on the 17th. SugarChimp automatically (and frequently) attempts to validate the license key unless you uninstall or disable the integration.

  In regards to why the payment initially failed or needed manual intervention, I recommend following up with SugarOutfitters. They also send email notifications before subscription renewal and should send emails when the payment fails as well. You may want to confirm these emails are being sent and that the email on file is accurate.

  I can understand the customer being frustrated. Errors like this typically send an email alerting the CRM admin of an issue (and as you noticed are also in the logs). If you have concerns about the integration going forward or things aren't working as expected, feel free to let us know at mailchimp@fanaticallabs.com or by creating a ticket at SugarOutfitters at any time. 

  Heidi

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• URGENT - Subscription has expired and payment failed BUT Key is valid and active

  Support October 24th, 2022 @ 4:09 pm
  

  Hi Beatriz,

  Good to hear. I absolutely understand your concern. I'm not able to see specific details about when payment was made or confirmed. On my end, it looks like payment was made on October 17th, which is when the license key would be able to be re-validated. It looks like SugarOutfitters mentioned the payment needed to be handled manually (on October 17th) so they might have more information on why manual intervention was needed.

  Once the payment was made, the license key was active again and could be validated. No adjustments were needed on the SugarChimp end since the error related directly to the license key.

  Let me know if you have any other questions.

  Best, Heidi

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• URGENT - Subscription has expired and payment failed BUT Key is valid and active

  Support October 21st, 2022 @ 2:46 pm
  

  Hi Beatris,

  Glad it's working. It looks like syncing stopped on 9/26, which was the end of the prior annual subscription. Once payment was processed, the license could successfully validate which enabled syncing to continue.

  Please let us know if you have any further questions!

  Thanks, Heidi

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• URGENT - Subscription has expired and payment failed BUT Key is valid and active

  Support October 20th, 2022 @ 1:56 pm
  

  Hi Beatriz,

  Thanks for reaching out.  It looks like the license key is active and was validated as recently as Oct 20th. I've replied to another email asking for additional information to troubleshoot further if needed. You can reply to that email directly, or send us a new email at mailchimp@fanaticallabs.com with the information below:
    So I can take a closer look, can you send along a screenshot of the Health Status page (which you can find by navigating to Sugar Admin under the SugarChimp section) as well as your Sugar logs? I'm including the steps for that 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 for your help in troubleshooting.

  Best, Heidi

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• Fatal error in sugarcrm while syncing tickets from chat channel

  Support September 30th, 2022 @ 6:43 pm
  

  Happy to help. I see you sent an email with additional information as well so I've gone ahead and replied there.

  Thanks!
  Heidi

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• Compliance with Sugar Cloud (and the replacement of CURL calls with ExternalResourceClient)

  Support September 29th, 2022 @ 3:02 pm
  

  Hi Fred,

  Happy to help. SugarChimp is compatible with SugarCloud. We are currently working on an updated version to ensure compatibility with Sugar's recent change from cURL to ExternalResourceClient. We anticipate having this new version fully tested and ready for installation soon. 

  I'm happy to follow up again once it's ready. Please let me know if you have any other questions about SugarChimp in the meantime.

  Best, Heidi

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• Issues about filter operators and navigation bar

  Support August 25th, 2022 @ 3:57 pm
  

  Thanks for this response. No, deleting those will not break other pieces of SugarChimp.

  Let me know if you have any other trouble.

  Best, Heidi

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• Issues about filter operators and navigation bar

  Support August 18th, 2022 @ 4:20 pm
  

  Happy to help. In regards to the filters, I haven't been able to replicate this issue. Can you tell me more about where you're encountering this? Are you referring to viewing data within the Mailchimp Activities module or are you encountering this when you are setting up your Sync Settings or somewhere else? Any screenshots you have may also help identify the issue.

  In regards to the home button, can you follow the steps below and let me know if it resolves this issue?

  1. From Sugar Admin, click Display Modules and Subpanels
  2. Uncheck Allow users to select modules to appear in the navigation bar
  3. Click Save

  Return to the homepage and see if the icon re-appears. If so, you can return to Display Modules and Subpanels and re-check the box and save.

  Thanks, Heidi

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• Dashlet Settings - Default Order & # of Tickets showing

  Support August 4th, 2022 @ 9:55 pm
  

  Hi Joshua,

  Thanks for reaching out. I was able to replicate this issue and Chad, our CTO, is taking a closer look. I'll follow up again as soon as I have more information.

  Thanks again and let me know if you need anything in the meantime.

  Best, Heidi

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• From Mailchimp to Sugarchimp to Sugar - new Contact is not being created in Sugar

  Support July 14th, 2022 @ 2:40 pm
  

  Hi Angela,

  Just to confirm, it sounds like new subscribers added to the Hof Noosaville Database Audience in Mailchimp are not being synced to Sugar, is that correct? If you were to change the name of an existing synced record (such as changing the name from Bob to Bob2) can you tell me if that change makes it to Sugar as expected?

  Can you tell me what appears as checked under the webhooks? To do this, you can follow the directions below:

  1. From within Mailchimp, click Audience
  2. Under Current audience, select the Hof Noosaville Database
  3. Using the Manage Audience dropdown on the right-hand side, select Settings
  4. Click Webhooks at the bottom of the page
  5. Click Edit

  As you know, the webhook should be active and match what appears in Sugar. However, can you tell me the options that are selected, as shown here: https://d.pr/i/UcCGe7

  Thanks, Heidi

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• Bug on agent

  Support May 13th, 2022 @ 4:14 pm
  

  Happy to help. Just to confirm it sounds like Sugar data isn't appearing within the Zendesk app, is that correct? Can you tell me what appears for the agents who aren't able to see the data?

  I think a great first start would be to reconnect between Sugar and Zendesk. You can do this using the steps below:

  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 enter your CRM credentials.
  4. Navigate to Step 4 and ensure your Zendesk domain appears accurately.
  5. 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.)
  6. The page should redirect back to your CRM.  Navigate to Zendesk (or refresh the Zendesk ticket you're on) to see if the app now loads CRM data as desired.

  Thanks for your help in troubleshooting.

  Best, Heidi

  View Comment
  
  
• Fanatically Zen no longer working

  Support May 12th, 2022 @ 7:12 pm
  

  Happy to help.  Did anything recently change with the user who added Fanatically Zen or authenticated the app?  Let's start with reconnecting in Sugar and if that doesn't work we can grab some more detailed logs.  Can you follow the steps below to re-connect Sugar to Zendesk?

  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 enter your CRM credentials.
  4. Navigate to Step 4 and ensure your Zendesk domain appears accurately.
  5. 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.)
  6. The page should redirect back to your CRM.  Navigate to Zendesk (or refresh the Zendesk ticket you're on) to see if the app now loads CRM data as desired.

  Please let me know if this allows the Zendesk app to display Sugar data.

  Best, Heidi

  View Comment
  
  
• Not syncing from Mailchimp to SuiteCRM

  Support May 3rd, 2022 @ 1:42 pm
  

  Thanks for confirming this. I think we would benefit from some debug logs to get a few more details.  Can you follow the steps below and send along the logs that appear to mailchimp@fanaticallabs.com?

  1. From within SuiteCRM Admin, navigate to the Health Status page.
  2. Using the Logger Level drop-down, select Debug
  3. Using the re-sync drop-down for this list, queue a re-sync from Mailchimp to Sugar.
  4. Let the scheduler run.
  5. Send over the logs that appear.
  6. When completed, you can return the logger level to normal.

  Please let me know if you have any trouble.

  Best, Heidi

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• Not syncing from Mailchimp to SuiteCRM

  Support May 2nd, 2022 @ 1:50 pm
  

  Happy to help. To confirm, when you mention trying a re-sync, are you queuing a Mailchimp to Suite re-sync from the Health Status page? If you manually add a record in Mailchimp, do you see that record sync to Sugar as expected?

  Can you navigate to the list you're syncing in Mailchimp and tell me if a Webhook appears? You can check this by following the steps 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 for your help in troubleshooting.

  Best, Heidi

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