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#4556 - SugarChimp Creating Inaccurate Data in CRM

Closed Bug? created by egormley 2 months ago

SugarChimp is causing records in our CRM to revert back to old, inaccurate, data. We have noticed over the last couple weeks since connecting Sugar to MailChimp via SugarChimp that when we update some records in Sugar, they are automatically being reverted back to their prior state.

For example, we have had multiple Leads have their Lead Status revert from "Converted" back to "New" shortly after being Converted. A user cannot make this change even if they wanted to, it must come from an Admin. I am our only active ADMIN so I know I did not make the changes. After speaking with Sugar and reviewing the activity logs for a few of these cases, a sugar Representative confirmed the issue is coming from our sync with SugarChimp. We have also had contact information revert back to old info just minutes after updating the record in Sugar. It seems as though SugarChimp is at times overwriting our new info with old info they still have stored in MailChimp.

I really like the concept of this product but if I cannot have confidence that our data is safe and not being incorrectly edited I will have to cancel our subscription.

Please let me know if there are any solutions for this issue.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 months ago

    Thanks for reaching out. I can absolutely understand your worry with inconsistent data. Since this isn't expected behavior I'm confident we can find the root issue.

    Can you tell me if you have a demo or test instance that SugarChimp has been installed on? Additionally, can you check to see how many webhooks you have within Mailchimp? Steps for this are 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 (you should have a webhook that matches the one that appears on your Health Status page within Sugar)

    Can you tell me if you have just one webhook or do you have multiple? If you have multiple, does the URL for the extra one match a test or other instance of Sugar?

    Thanks,
    Heidi

  2. egormley member avatar

    egormley

    2 months ago

    Thank you for the help.

    It is not installed on a test or a demo instance. It is installed to our live instance. I turned off the sync in the mean time to prevent any more data from getting falsely reverted.

    I checked and we only have one webhook within MailChimp. The URL in MailChimp matches the URL on our Health status page exactly.

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 months ago

    Thanks for checking that! There are a few other things we should check and I'm listing them below. However, if you want to hop on a call to troubleshoot together, feel free to schedule that using this link: https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

    1. Can you tell me if you have any other Sugar integrations that manage lead data, such as EventBrite or other customer-related apps?
    2. For one of the records that was changed, can you navigate to the audit log and send a screenshot of that to mailchimp@fanaticallabs.com? You can access the audit log by navigating to a record and clicking the drop-down arrow next to the Edit button in the top right corner. Additionally, can you send along the activity logs that Sugar reviewed so I can take a closer look?
    3. When the sync is on, is the issue consistently able to be replicated? If so, we can grab some debug logs to give us more detail about what's occurring. The steps for this are below:
    • From within Sugar Admin, navigate to the Health Status page.
    • Right-click anywhere on the page and select Inspect. Switch to the Console tab, and then paste:
      SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});
    • Make a change to a record and allow the data to be changed back (essentially replicating the troublesome behavior)
    • Send over the logs. You can get these by following the steps below:
    1. From 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 .txt file to send as a reply to this email
    5. When completed, you can return the logger level to normal by pasting the following into the Console tab:
      SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/normal'),{},{});

    Thanks for your help in troubleshooting!

    Best,
    Heidi

  4. egormley member avatar

    egormley

    2 months ago

    Thank you, I have scheduled a support call for tomorrow,

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 weeks ago

    Hi Eric,

    I just wanted to quickly check in to see if you were still having any trouble.

    Thanks!
    Heidi

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  • "We do a lot of highly-segmented outbound marketing and SugarChimp is exactly what we needed. The list and field syncing are great, and it allows us to do more sophisticated campaigns that exactly target certain Lead profiles in Sugar. The SugarChimp team is also really great, and they are totally committed to our success."

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