by Fanatical Labs

Enable your support and sales teams by giving them the visibility they need. With this Zendesk and SugarCRM integration your teams will be able to stay up-to-date on all relevant records whether you are in Zendesk or in Sugar.

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#3095 - Fanatically Zen With Sugar plugin - Zendesk part is not working

Closed Bug? created by juredujmovic 2 years ago

Instead of showing the Sugar data, it loads indefinitely. Sugar side of the plugin works well, though. Could you please help us resolve this?

  1. chad member avatar

    Hello, I'd be happy to help with this. Sorry for the delay, I was in other meetings this morning!

    The first thing I would try is downloading the latest update from your order page here:

    Download the zip file, then go to your Sugar instance and go to Admin > Module Loader. Upload the zip file and click install. After the installation completes, you should be redirected to the Zendesk Configuration page within Sugar (if not, go to Sugar > Admin > Zendesk Configuration). Follow the steps on that page. Make sure you click the "Connect to Zendesk" button on step 3.

    After you do this, check the app in Zendesk, refresh the page and see the app loads.

    If that doesn't work or you would like to do this together on a call, please pick a day and time for us to meet here:


  2. juredujmovic member avatar


    2 years ago

    Ok, Chad. Now there's another issue. I went in and disabled the Zendesk plugin that is currently running and now the entire Sugar is throwing error 500. While you didn't explicitly say to disable the plugin, I used to do that before without any issues - do you have any idea why would it cause such a behavior now?

  3. juredujmovic member avatar


    2 years ago

    Ok got an update: Sugar support claims that your plugin isn't compatible with Sugar 7.8. When will you release a compatible version, so we may keep using your plugin?

    • chad member avatar

      Sorry for the issue. The package is compatible with Sugar 7.8, but the Sugar pre-upgrade script will flag a few things. So if you are needing to upgrade to Sugar 7.8, I would recommend uninstalling the integration, have Sugar do the 7.8 or 7.9 upgrade, then re-install the integration. Let me know if that's not your scenario.

      I'd really recommend we jump on a call, and I can make sure this is all sorted out for you. You can pick a day and time that works for you here:

      What timezone are you in? I'm in Texas, central timezone. It's currently 11:45am. If some extra availability opens up this afternoon, I might can jump on a quick call today.


    • juredujmovic member avatar


      2 years ago

      I'm in CET +1, and I've scheduled a meeting for tomorrow - i'd appreciate it if it could be today, since it's a bit inconvenient to not have access to the only CRM we use. It's a sort of distribution where the upgrades and updates are handled by the third party, so we can't really install or uninstall updates for Sugar as we please. Are these incompatibilities going to be an issue going further?

    • chad member avatar

      Thanks for the info. I just wanted to note here that we were able to chat. We'll continue to work on this together until it is solved. Thanks!

  4. juredujmovic member avatar


    2 years ago

    here's the response from sugar support: "I apologize about the issues you are facing. Reviewing your instance, I see that there are a few files missing related to the Fanatical ZenDesk plugin. Perhaps this failed to uninstall properly. I wanted to double check with you to see if you wanted to have this removed completely or restored. Please reply at your earliest convenience."

    I was told to uninstall the plugin and keep it that way until it's decided what do to going forward. I'll keep you posted.

    • chad member avatar

      Thanks for the update. I would also recommend to have the plugin uninstalled. Can you please ask them to send you the specific details about the missing files? What exact files were missing?

      I still have an email out to them as well hoping to get more information.

      Let's still have our call tomorrow. I'd like to take a look at your Sugar instance before we do anything else. Thanks!

  5. chad member avatar

    Hello, I'm going to close this case, but I also wanted to provide an update as to what happened here. When the module was set to disabled in the module loader, something did not work right within Sugar. It seems that Sugar's module loader did not properly disable all necessary files. Because of this the Sugar instance stopped working. After Sugar corrected the issue in Module Loader, the module will be able to be reinstalled properly.

    Let me know if there's anything else we can help with . Thanks!

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