• Custom modules mapping (SugarCRM)

  Support October 14th, 2020 @ 4:52 pm
  

  Hi Beatriz,

  Thanks for reaching out. I had responded, but it looks like it didn't update that older ticket.
  My apologies!

  Normally in the case of related custom modules, we'd recommend using a calculated field or perhaps using SugarBPM, but given this scenario, I don't think that solution would work.

  I checked in with our developer to see if he had any thoughts and it sounds like the best solution would be to do your own customization to add a field using logic hooks.

  More information on ensuring customizations are compatible with SugarChimp can be found here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151572-SugarChimp-Compatibility-With-Customizations

  Best,
  Heidi

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• Error / No connexion with sugar // same problem as 2 monthe ago ticket 4381

  Support October 13th, 2020 @ 6:01 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,
  Heidi
  Fanatical Labs Support

  View Comment
  
  
• Version 10 Install error

  Support October 10th, 2020 @ 10:01 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,
  Heidi
  Fanatical Labs Support

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• Error / No connexion with sugar // same problem as 2 monthe ago ticket 4381

  Support October 9th, 2020 @ 5:21 pm
  

  Thanks for letting me know this still isn't working for you. I've sent some steps to you via email (since they contain your Sugar subdomain). If those steps doesn't resolve the issue, please feel free to schedule a time we can troubleshoot further here:

  https://calendly.com/fanaticallabs_support/fanatically-zen-support-meeting

  Thanks,
  Heidi

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• Error / No connexion with sugar // same problem as 2 monthe ago ticket 4381

  Support October 8th, 2020 @ 4:32 pm
  

  Absolutely. Here's a gif of this process: https://d.pr/i/FOOknc

  Please let me know if you have any trouble!

  Best,
  Heidi

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• Error / No connexion with sugar // same problem as 2 monthe ago ticket 4381

  Support October 7th, 2020 @ 4:22 pm
  

  Thanks for this insight. While not common, sometimes the authentication between Sugar and Zendesk can expire. This is usually due to limits put into place by Zendesk or Sugar to ensure credentials are up to date and you're not logged in to an app unnecessarily. It looks like the token we use to authorize the connection between the two has expired, so I think we would benefit from revoking the token in Zendesk and walking through the Zendesk Configuration steps again to re-connect Zendesk with Sugar.

  1. Within Zendesk, navigate to your profile using the account icon in the top right corner.
  2. Click Security Settings.
  3. Under Third Party Applications, click Revoke for any third-party applications that are named "sugarcrm for zendesk".

  Once this is done, navigate back to the Admin page in Sugar and follow the steps found in Zendesk Configuration to re-connect Sugar and Zendesk.

  Let me know if you have any trouble with this process.

  Best,
  Heidi

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• Version 10 Install error

  Support October 6th, 2020 @ 9:39 pm
  

  Happy to help. The most common reason for this issue is an Elasticsearch Index Failure. You can see steps to resolve this here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360016251832-Common-SugarChimp-Installation-Issues

  If that doesn't fix things, can you send along your Sugar logs to mailchimp@fanaticallabs.com?

  Thanks,
  Heidi

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• SugarCRM 10.0.2

  Support October 6th, 2020 @ 7:48 pm
  

  Hi Chris,

  Thanks for this response. The link for versions 7, 8, and 9 are also for Sugar 10- we just haven't yet updated that language. (However, I'll pass this along to our developer so he can address that for the next package.)

  It sounds like you may not have gotten my email with the link. Can you send an email to mailchimp@fanaticallabs.com and I'll reply with the link you can use to download it directly?

  Thanks,
  Heidi

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• SugarCRM 10.0.2

  Support October 6th, 2020 @ 4:10 pm
  

  Hi Chris,

  Happy to help. Our latest version is compatible with 10.0.0 and 10.1.0. This version can be found on sugaroutfitters.com from the client's account and I've also emailed a link to you directly.

  Please let me know if you need anything further.

  Best,
  Heidi

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• Error / No connexion with sugar // same problem as 2 monthe ago ticket 4381

  Support October 6th, 2020 @ 4:02 pm
  

  Hi Pascaline,

  Thanks for reaching out. Can you tell me the error that appears when you follow the steps below?

  1. From within a Zendesk ticket, right-click anywhere on the page and open the browser's developer console and click on the Network tab.
  2. Refresh the page and notice multiple lines added to the Network tab.
  3. Look for a line that contains "sugarUrl". (Note, you can use the filter tab at the top to find this more easily.)
  4. Click the Response tab and note the response that's returned

  More details and a screenshot of this process can be found in the article you referenced.

  Thanks for your help in troubleshooting.

  Best,
  Heidi

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• Connection Sugar CRM & Zendesk not working anymore

  Support October 4th, 2020 @ 3:00 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,
  Heidi
  Fanatical Labs Support

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• Some issues with uninstall

  Support October 1st, 2020 @ 6:20 pm
  

  Wonderful.

  Let me know if you need anything further.

  Best,
  Heidi

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• Some issues with uninstall

  Support October 1st, 2020 @ 4:09 pm
  

  Just sent it again for you. If you don't get it, can you send an email to mailchimp@fanaticallabs.com and I can reply to that as well?

  Thanks!
  Heidi

  View Comment
  
  
• Some issues with uninstall

  Support October 1st, 2020 @ 3:42 pm
  

  Hi Greg,

  I just sent you an email with the latest version linked. Let me know if you don't get it.

  Best,
  Heidi

  View Comment
  
  
• Some issues with uninstall

  Support October 1st, 2020 @ 3:32 pm
  

  Hi Greg,

  Thanks for reaching out. This issue most commonly occurs when SugarChimp isn't able to be fully installed. You can review required permissions here: c/en-us/articles/360016251832-Common-SugarChimp-Installation-Issues

  If that doesn't resolve the issue and allow you to fully install and uninstall, can you send along your Sugar log and PHP log to mailchimp@fanaticallabs.com so I can take a closer look?

  Thanks,
  Heidi

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• Connection Sugar CRM & Zendesk not working anymore

  Support September 30th, 2020 @ 2:21 pm
  

  Hi Marina,

  Happy to help. To confirm, it sounds like you're no longer able to view Sugar data from within Zendesk, is that correct? You should be able to resolve this by re-connecting using the steps below:

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360019672232-CRM-Data-Not-Displayed-in-Zendesk-App

  If this doesn't work, can you tell me more about what you're experiencing so I can take a closer look?

  Thanks,
  Heidi

  View Comment
  
  
• Archiving or deleting contacts in Mailchimp not correctly managed in Sugar

  Support September 28th, 2020 @ 11:09 pm
  

  Hi Giovanni,

  Thanks for this insight. Given the scenario you describe, you could try removing the sync before archiving the records in Mailchimp. It is worth noting this isn't a recommended process and you lose some of the functionality of SugarChimp, such as syncing unsubscribes from Mailchimp to Sugar or syncing campaign data back to Sugar (if you're on Professional or above).

  Alternatively, you can also turn off Mailchimp to Sugar syncing to prevent updates from being made from Mailchimp and prevent data issues. More information on this can be found here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360004573972-How-to-turn-off-Mailchimp-to-Sugar-sync

  Thanks,
  Heidi

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• Receiving Error in Sugar Linking Specific Customer Data

  Support September 28th, 2020 @ 8:31 pm
  

  Hi Levi,

  Thanks! We can eliminate that as a possible issue. Let's go ahead and gather some debug logs so I can take a closer look. Can you follow the steps below to gather the logs and send them along to us at zendesk@fanaticallabs.com?

  1. From within Sugar, right click anywhere on the page and select Inspect
  2. Click Console (ensure the drop-down says "top" and copy/paste the following:
     SUGAR.App.api.call('get',SUGAR.App.api.buildURL('FanaticalZendesk/setting/logger/debug'),{},{})
  3. Press Enter and navigate to the record whose Dashlet is displaying the error
  4. Gather the Sugar logs by following the steps below:
     a. From within Sugar Admin click System Settings
     b. Click View Log at the bottom of the page
     c. Click All at the top of the page
     d. Copy/paste the text that appears into a text file and send it along to zendesk@fanaticallabs.com

  Here is a gif of steps 1 and 2 above for reference. Thanks for your help in troubleshooting.

  Best,
  Heidi

  View Comment
  
  
• Receiving Error in Sugar Linking Specific Customer Data

  Support September 25th, 2020 @ 4:47 pm
  

  Hi Levi,

  Happy to help. It looks like you're on an older version of Fanatically Zen. We've made a lot of updates since so it might help to first update your version and then we can troubleshoot the issue further. Can you update to the latest version using the steps below and let me know if you're still encountering this issue?

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360027729911-Update-Fanatically-Zen-to-Latest-Version

  Thanks!
  Heidi

  View Comment
  
  

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