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. Created by Fanatical Labs, 2023 SugarCRM Partner Award Winner.

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#3342 - Zendesk Widget and Slowness

Closed Bug? created by Wisenet 6 years ago


We have been advised by Zendesk that they are retiring a SugarCRM integration that we are using. But they haven't been very helpful with how we are to best proceed. I looked on the marketplace and the only app we could find was yours. We are on SugarCRM 6.5.

I have just installed the app but have some questions:

1) The plugin on the site states that it is free and no where does it state that it requires payment is this correct? If not how does this work in regards to the license key we are using?

2) We only require the integration for the widget or dashlet within Zendesk to show SugarCRM contact/account details. We have noticed that it is a little slow to load data and not always loading data that our previous dashlet was showing.

3) In SugarCRM in the Accounts and Contacts section there is a new Zendesk panel. Is there an easy way to remove this as it is noisy and unneeded for our use case.

4) Considering we are really just wanting to only use the Dashlet do you think we should upload our own custom app that just get Contacts/Accounts from SugarCRM?



  1. chad member avatar

    Chad Hutchins

    6 years ago

    Hi Alister, thank you for reaching out and thank you for giving our integration a try. I'm sorry the transition process has not been that smooth.

    You're right, the old integration is going away and now Zendesk is recommending people use our integration. I can answer your questions here:

    1) We offer a free trial for the integration. Unfortunately Zendesk doesn't have a way to show this in their marketplace. The only way to do this is to say it's free and then work with the customer on the payment after the 30 day trial ends. We have a few different editions of the integration, but it sounds like you'll need the Basic edition which is $49/mo or $490/year (saves a couple months worth if you go yearly). If you need custom modules or custom fields from Sugar to show on the Zendesk side you'll need our Professional edition which is $119/mo or $1,190/year.

    2) We haven't noticed any difference in response times between the old and new integration on Sugar 6.5. Regarding the data that is displayed, what are you hoping to see that isn't showing up there? There are a few settings that can be adjusted to tweak what is shown, it just depends on what you need.

    3) Yes, it is possible to disable the dashlets on the Sugar side. If you're in Sugar 6, you'll need to update to the latest Sugar package (I'll send you an email with a link to the package), then run the following query on your database: UPDATE config SET value=0 WHERE name='sugar6_dashlet_enabled';

    4) You could do this if you wanted to, but like all software development projects it's going to take you a lot more time and resources to develop the solution, support it and keep it up-to-date as Zendesk makes changes on their end. Going with one of our plans will easily be cheaper in the long run and it's guaranteed to be supported and updated.

    Let me know if you have any followup questions. I'll send you an email now for #3.


  2. Wisenet member avatar


    6 years ago

    Thanks for the quick reply!

    I have also received your additional email with the extra steps to disable SugarCRM widgets. I followed the instructions and it worked.

    In regards to the items in point 2 I agree that it would probably be best to book in a time to go through this with you. We will choose a time in the calendar.



    • chad member avatar

      Chad Hutchins

      6 years ago

      You're quite welcome!

      Glad to hear the instructions worked.

      I received the meeting invite. Looking forward to the chat. Talk soon!

  3. chad member avatar

    Chad Hutchins

    6 years ago

    Hi Alister, I wanted to get an update posted here. I know we've had a couple calls and been emailing.

    I'm going to go ahead and close this case out. The current open is the problem of the links back to Sugar when viewing the Zendesk app are not working. The current support ticket for that can be found here: I'll be sure to notify you as soon as there is a solution.

    Please let me know if there's anything else I can help with, otherwise I'll continue to be in touch over emails. Thanks!

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