• URGENT - Problem with 10v plugin and sugarcrm 9

  Support August 3rd, 2020 @ 4:54 pm
  

  Thanks for reaching out. Do you have a firewall in place?

  Can you also send along your CRM logs so I can see if any other errors appear? You can find this by navigating to Sugar Admin and clicking System Settings. You'll then click View Log at the bottom of the page and click All at the top. Copy/paste the text that appears and send it along to mailchimp@fanaticallabs.com.

  Thanks for your help in troubleshooting.

  Thanks,
  Heidi

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• Trying to Map another Field, Sync did not work

  Support July 31st, 2020 @ 9:04 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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• Latest Upgrade - SugarChimp

  Support July 21st, 2020 @ 3:22 pm
  

  Hi Cameron,

  Happy to help. We do have a later version we recommend updating to. Instructions for updating can be found here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-Latest-Version-of-SugarChimp

  If you're running SQL queries, I recommend taking a look at this article to best ensure those customizations fit with the integration: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151572-SugarChimp-Compatibility-With-Customizations

  I'll also send along a link to the latest version to your email for easy access. Please let me know if you need anything further.

  Best,
  Heidi

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• Sugar search function not finding records

  Support July 17th, 2020 @ 6:41 pm
  

  I just wanted to check in to see how SugarChimp was working. If you need anything further, please let me know.

  Best,
  Heidi

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• Can't retrieve MailChimp list in Sugar

  Support July 15th, 2020 @ 4:00 pm
  

  Hi Sylvain,

  Thanks for this insight. We released the ability to search lists after this version, so that may be why they're not seeing the list they're looking for. Can you update to the latest version of SugarChimp and let me know if that resolves the issue? Instructions for updating can be found here:

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

  If that doesn't display the list, can you send along a screenshot of what they're seeing so I can take a closer look? That can be sent to mailchimp@fanaticallabs.com if needed.

  Thanks,
  Heidi

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• Error / No connexion with sugar

  Support July 15th, 2020 @ 2:52 pm
  

  Just following up here since we chatted this morning and it looks like the integration is working as expected. Closing this ticket for now, but please let us know if you need anything further!

  Best,
  Heidi

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• Can't retrieve MailChimp list in Sugar

  Support July 14th, 2020 @ 5:42 pm
  

  Hi Sylvain,

  Thanks for reaching out. To clarify, are any lists showing in the drop-down? The drop-down should be able to search the first 100 lists. If they have more audiences than that, I recommend changing the name of the list to begin with the number 1 so that it displays higher on the list.

  If no lists appear, then it's likely the integration isn't connected to Mailchimp.

  Any additional insight you can provide can help us better troubleshoot this issue.

  Thanks for your help in resolving this issue.

  Best,
  Heidi

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• Time zone of sent emails in the individual subscriber activity panel inside SugarCRM is wrong

  Support July 13th, 2020 @ 5:13 pm
  

  Hi Nigel,

  Thanks for this response. It's interesting that it isn't working with the Super 9 instance. I tested it on Sugar 8 so I'll have to take a closer look at Sugar 9. I'm glad it appears to be working on the new instance you're moving to. Please let me know if you run into any further snags.

  Thanks,
  Heidi

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• Time zone of sent emails in the individual subscriber activity panel inside SugarCRM is wrong

  Support July 9th, 2020 @ 5:31 pm
  

  Hi Nigel,

  Happy to help. To confirm, are you referring to the time that appears in the dashlet, as shown here: https://d.pr/i/8LuLNg

  This date can be adjusted by changing the time zone for a user within Sugar's User Management tool, as shown here: https://d.pr/i/oqExTf

  If this isn't how it's working for you, can you tell me more about what you're seeing? You can also send along screenshots to mailchimp@fanaticallabs.com, if needed.

  Thanks for your help in troubleshooting.

  Best,
  Heidi

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• Error / No connexion with sugar

  Support July 1st, 2020 @ 5:25 pm
  

  Thanks for sending this along. Can you tell me more about when this stopped working and if anything changed during that time?

  I think it might make sense for us to hop on a call and do a little troubleshooting together. Can you find a time that works for you using the link below?

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

  Thanks,
  Heidi

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• Error / No connexion with sugar

  Support June 29th, 2020 @ 8:06 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

  Support June 25th, 2020 @ 7:51 pm
  

  Thanks for sending this along. A 401 error would indicate a bad authentication between the CRM and Zendesk. To confirm, are you a full admin in both Zendesk and the CRM? Has the user who previously connected the systems changed at all?

  I think it would help to revoke the token on Zendesk's side and re-authenticate. Here are the steps for this process:

  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, follow the steps below in Sugar:

  1. Within Sugar, navigate to the admin page.
  2. Click Zendesk Configuration (towards the bottom of the page.)
  3. Navigate to Step 3 of the configuration and enter your CRM credentials and click the blue button to authenticate.
  4. In Step 4 ensure your Zendesk domain appears accurately and 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.)

  Let me know if there is still any trouble connecting!

  Best,
  Heidi

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• Field Synced in multiple places, not reflecting correct data

  Support June 18th, 2020 @ 8:40 pm
  

  Hi Olivia,

  Thanks for reaching out. I just responded to your email, but wanted to follow up here as well:

  Yes, you'll need to re-sync all 3 fields, but first, you'll want to remove the field selections in Mailchimp that shouldn't exist. (Essentially you'll walk through the same process we covered over the phone, but with all 3 fields.) This process is below:

  1. From within Sugar Admin, navigate to SugarChimp's Health Status page.
  2. Click view scheduler towards the top of the page.
  3. Click Edit.
  4. Using the Status drop-down, select Inactive and then click Save. This will turn off the scheduler so we're not sending updates while we make these changes. We'll return to these steps at the end to turn the scheduler back on.
  5. From Sugar Admin, click Field Mapping.
  6. For the field being mapped (Brand), select Do Not Sync from the drop-down. (Do this for all 3 fields that are synced that aren't correct in Mailchimp.)
  7. Click Continue and then on the next page click Save Mapping & Do NOT Start Re-sync.

  From here, the adjustments can be made in Sugar Studio to adjust the field. The field in Mailchimp will also need to be updated following the steps below:

  1. From within Mailchimp Audience click Manage contacts.
  2. Click Groups.
  3. For the Brand group, click View Groups.
  4. For the same fields you're removing in Sugar, click Delete, as shown here: https://d.pr/i/SAp1IY.

  Once the fields are removed in both Mailchimp and Sugar, you can re-map all 3 fields within Field Mapping and make the scheduler active again.

  Let me know if you have any questions.

  Best,
  Heidi

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• Error / No connexion with sugar

  Support June 17th, 2020 @ 7:11 pm
  

  Thanks for this response. I've just sent email instructions for re-connecting the second instance of Zendesk. During that process, you'll be re-connecting Zendesk to Sugar using the steps here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360019672232-CRM-Data-Doesn-t-Display-in-Zendesk-App

  This process should resolve the error. Please let me know if you have any trouble.

  Best,
  Heidi

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• SugarChimp Tables

  Support June 17th, 2020 @ 5:09 pm
  

  Just following up here since we chatted with Fred through email. It looks like Sugar was able to assist us in reducing these tables.

  Please let me know if you have any further trouble.

  Best,
  Heidi

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• Error / No connexion with sugar

  Support June 16th, 2020 @ 3:05 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

  Support June 12th, 2020 @ 2:31 pm
  

  Hi Pierre,

  Happy to help. Can you tell me more about what's not matching with Sugar? Is the data appearing but it doesn't match what you see in Sugar or is there no data appearing at all? Additionally, can you send a screenshot of what you're seeing on the Zendesk app? You can send that to zendesk@fanaticallabs.com.

  Thanks for your help in troubleshooting.

  Best,
  Heidi

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• Firewall issues with our server.

  Support June 7th, 2020 @ 8:02 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
  
  
• Firewall issues with our server.

  Support June 3rd, 2020 @ 7:57 pm
  

  Happy to help! We have these questions and concerns address in our support article below:

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360004573992

  Please let me know if you have any further questions and I'm happy to address those.

  Best,
  Heidi

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• SugarChimp Tables

  Support June 1st, 2020 @ 3:54 pm
  

  Hi Fred,

  Thanks for sending that along. Can you tell me if the records within the sugarchimp_mc_activity table are old or new records? Also, do you know if the remove_activities_after_days config was able to be lowered?

  Heidi

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