by Fanatical Labs

Empower your support and sales teams with clear visibility to the right data, right when they need it. With the Zendesk and Sugar integration, your teams will be able to stay up-to-date on all relevant records whether they're working in Zendesk or SugarCRM.

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#2317 - Sugar Customer Info in Zendesk

Closed Bug? created by deepika.kumar Verified Purchase 3 years ago

Hi There,

We have recently upgraded to Sugar7.6.0.1 and using Zendesk Sugar integration provided by Zendesk. However with the upgrade we were not able to see the ticket requester account and opp. info in Zendesk.

And Zendesk support recommended Fanatically Zen. I have set up the trial account and installed Zendesk for Sugar in our test instance. We are able to see the tickets in Sugar dashlet but in Zendesk It is still showing this message : (Have done page refresh, cache clear, quick repair and rebuild)

SugarCRM for Zendesk
Congrats!

The Sugar Zendesk App is installed.

NEXT STEP: Now you need to download and install the SugarCRM module so you can connect your Zendesk account to your Sugar account.

Click the green "Free Trial" button and follow the steps on this page: https://www.sugaroutfitters.com/addons/zendesk-sugarcrm
Install the Zendesk SugarCRM Module following these instructions: https://www.sugaroutfitters.com/docs/zendesk-sugarcrm/user-guide
When you've completed the process, refresh this page to complete the integration.

If you have any questions about this process, send us an email and we'll be sure to help: support@sugaroutfitters.com

What is sugaroutfitters.com? SugarOutfitters is a marketplace exclusively for the best SugarCRM integrations. All add-ons have been tested and are guarnateed to work.


Could you please assist with this issue?

Thanks,
Deepika
+64-226801457

  1. jason member avatar

    jason

    3 years ago

    Hi Deepika,

    We are looking into this. So far we have not been able to replicate the issue. Is your test site able to connect to Zendesk and SugarOutfitters?

    • deepika.kumar member avatar

      deepika.kumar Verified Purchase

      3 years ago

      Hi Jason,

      Yes test site can see the tickets in Sugar CRM.Do we need to uninstall the previous Zendesk 2.18 module to make this work . I am not being redirected to Zendesk to login after step 3.

      After entering your Zendesk subdomain, click the Zendesk Connect button to authenticate with Zendesk. You will be redirected to Zendesk to login and then redirected back to Sugar.
      

      Thanks,
      Deepika

    • jason member avatar

      jason

      3 years ago

      It doesn't hurt to try that. Could you also try reinstalling with the latest package from your downloads and then send over your sugarcrm.log to zendesk@fanaticallabs.com? There may be some clues in there about what is happening when it tries to redirect to Zendesk.

    • jason member avatar

      jason

      3 years ago

      Just following up. We had some recent seemingly unrelated issues that were resolved with a recent package that was made available yesterday. It may do the trick here as well though. Have you been able to download and install that yet?

  2. deepika.kumar member avatar

    deepika.kumar Verified Purchase

    3 years ago

    Hi Jason,

    I have tried setting up the integration and it is not working at all. Could you please provide the download URL for recent package?

    Also is it possible to setup 5-10 mins GTM to resolve the issue?

    Thanks,
    Deepika

    • jason member avatar

      jason

      3 years ago

      Hi Deepika,

      I just reached out via email with the latest package and to see what time for a GTM would work for you.

  3. chad member avatar

    Chad Hutchins

    3 years ago

    We were able to get this issue resolved over email. The latest Sugar package and Zendesk App resolves the issue. I'm going to close this case out for now. Thanks!

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