• 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

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• 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

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• 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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• SugarChimp table - multiple records for the same contact

  Support April 15th, 2022 @ 4:25 pm
  

  Thanks for sharing those screenshots with me through mailchimp@fanaticallabs.com. I think we're now seeing data move as it should but please let me know if you have any further concerns.

  Best, Heidi

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• SugarChimp doesn't sync data from SugarCRM to Mailchimp

  Support April 12th, 2022 @ 2:42 pm
  

  Just wanted to check in to see if you were able to get the new version installed.

  I don't see anything wrong on the SugarChimp end and we haven't had any other customers report this issue so far, so I'm still inclined we need to get to the latest version and troubleshoot further from there if needed.

  Thanks, Heidi

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• SugarChimp table - multiple records for the same contact

  Support April 12th, 2022 @ 1:01 pm
  

  That amount of changes shouldn't be an issue at all. I'm wondering if there are old items in the queue that could be cleared out. There are a couple of things we can check:

  1. Can you take a screenshot of the Health Status page and send it along to mailchimp@fanaticallabs.com?
  2. Let's check the queue to Mailchimp. It's possible records from previously syncing lists got stuck and aren't moving across to Mailchimp so it appears there's more in the queue than we would expect to move.  From your Health Status page, can you change /health-status to /admin and send a screenshot of the page (I don't need all of the entries, I'm just looking for the top 10 rows or so) to mailchimp@fanaticallabs.com?

  Happy to also hop on a call together if you prefer to do some troubleshooting. If you'd like to do that, feel free to schedule one here: https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  Best, Heidi

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• smartlist_queue truncation

  Support April 12th, 2022 @ 1:01 pm
  

  Perfect. Yes, new records will be added to the list but the scheduler will clear them out each time it runs. That will keep that table from growing.

  Thanks, Heidi

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• smartlist_queue truncation

  Support April 7th, 2022 @ 2:27 pm
  

  Thanks for this insight. I do recall that we made your SmartList inactive because it wasn't being used. However, in looking more closely at the SmartList scheduler, we may need to leave it active. This scheduler is generally responsible for moving data to a Target List when you are syncing all records or you are using a filter to send a subset of records to Mailchimp. As it turns out, this scheduler is also responsible for clearing the SmartList queue on a regular basis.  

  Given that this list is adding new records and continuing to grow, I recommend we re-activate the scheduler, letting SugarChimp run as normal for a few scheduler runs, and then check to see if records have accumulated again in the SmartList queue.  The SmartList Scheduler process should see that nothing needs to be done for these records and then automatically remove them from the queue. To do this, can you follow the steps below:

  1. From within Sugar Admin, navigate to SugarChimp's Health Status page
  2. Scroll to the middle of the page under the SmartList Scheduler Status heading
  3. Click view scheduler
  4. Click Edit and use the Status drop-down, select Active (also ensure that the frequency is set for every 5 minutes.)
  5. Click Save

  After the SugarChimp scheduler has run a few times, check the smartlist table again and let me know if there are still records.

  Thanks, Heidi

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• SugarChimp table - multiple records for the same contact

  Support April 7th, 2022 @ 2:23 pm
  

  Happy to help. Yes, having records from the same contact in the SugarChimp table is normal as there may be different pieces of data being synced for that record. Can you tell me more about the slow SugarChimp performance you're experiencing?

  Thanks, Heidi

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• SugarChimp doesn't sync data from SugarCRM to Mailchimp

  Support April 7th, 2022 @ 1:28 pm
  

  Thanks for confirming. The latest version for Sugar 6 is SugarChimp 9.3.3. You should be able to find this navigating to your purchases, as shown here: https://d.pr/i/gqwkgq. Are you seeing that on your end?

  I can understand your hesitancy, but given that SugarChimp 7.9.2 is about 4 years old and we've had countless bug fixes and updates since then it's hard to troubleshoot accurately without being on the latest version.  Updating to the latest version shouldn't affect your system and most customers are able to do so without issue. If you want to be cautious you can, of course, take a backup just in case.

  If you run into any trouble, let us know!

  Best, Heidi

  View Comment
  
  
• SugarChimp doesn't sync data from SugarCRM to Mailchimp

  Support April 6th, 2022 @ 1:46 pm
  

  Happy to help. It looks like you are on an older version of SugarChimp. Let's start with updating to the latest version. Can you follow the steps below to update to the latest version of SugarChimp?

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-Latest-Version-of-SugarChimp

  If the issue still remains, let me know and I'll send additional troubleshooting steps (or we can hop on a call to troubleshoot together.)

  Best, Heidi

  View Comment
  
  
• install

  Support March 31st, 2022 @ 3:33 pm
  

  I just wanted to quickly follow up because I saw you recently canceled your SugarChimp subscription. I'm sorry for the frustration you encountered! If you'd like to give SugarChimp another try and confirm we can work with your CRM, please let me know at mailchimp@fanaticallabs.com.  We'd be happy to schedule a call so you can share your screen and do some additional troubleshooting.

  Thanks!
  Heidi

  View Comment
  
  
• How to uninstall Sugarchinp

  Support March 29th, 2022 @ 4:42 pm
  

  Hi Adrian,

  I'm sorry you've encountered this issue.  Since we use Sugar's built-in Module Loader to install and uninstall, we don't have a way to manually remove directly. If the uninstallation process isn't working as expected, I recommend searching for "SugarChimp" and "SmartList" and you can safely remove any files with those names.

  You can also reference the manifest.php file in the version you have for more details about the files and where they were installed.

  Best, Heidi

  View Comment
  
  
• Uninstallation Error

  Support March 25th, 2022 @ 2:26 am
  

  Just wanted to quickly check in with you. I had replied to your email but hadn't yet received a response so I wanted to ensure you got it. 

  If you are still having an issue, feel free to reply back to that email or send us a new one at mailchimp@fanaticallabs.com.

  Thanks, Heidi

  View Comment
  
  
• install

  Support March 24th, 2022 @ 4:29 pm
  

  Thanks for this response. Can you send along a few screenshots of what you're seeing on your end so I can take a closer look?  You can send those to mailchimp@fanaticallabs.com.

  To confirm, are you using ChoiceCRM? Additionally, can you tell me which version of SugarChimp you downloaded and attempted to install?

  Thanks, Heidi

  View Comment
  
  
• install

  Support March 24th, 2022 @ 2:14 pm
  

  Happy to help. It sounds like you're attempting to install SugarChimp through the Module Loader and you're having an issue, is that correct? Can you tell me more about the error you're getting?  Additionally, can you tell me if you're on Sugar OnDemand or if you're self-hosted?

  Thanks for your help in troubleshooting.

  Best, Heidi

  View Comment
  
  
• Tickets from Zendesk not pushing to Cases in SugarCRM

  Support March 23rd, 2022 @ 7:28 pm
  

  Hi Steve,

  Glad we got to talk today. Let us know if you noticed any further issues with Fanatically Zen.

  Best, Heidi

  View Comment
  
  

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