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#3369 - Links in Zendesk have stopped working

Closed Bug? created by Melanie Lange 6 years ago

Dear Chad and Team,

unfortunately the links in Zendesk to Sugar have stopped working. It would be great if you could help us to fix this issue as soon as possible.

![zendesk_sugarlinks.png](https://www.sugaroutfitters.com/assets/img/support/zendesk-sugarcrm/ee90ebbbd80f96d6d8f2fbb576acc4a7/zendesk_sugarlinks.png "zendesk_sugarlinks.png")

Cheers

Roman

Chad Hutchins
6 years ago

Hi Roman, I just followed up with an email.

I'm looking forward to our call. Thanks!

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JuliaMartin
6 years ago

The same problem occurs in our Zendesk and CRM integration. How is this going to be fixed?

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- Chad Hutchins
  6 years ago
  
  Hi Julia, sorry for the issue.
  
  We're currently working on a fix for this. It's top priority for us.
  
  I'll be sure to followup here when we have a fix ready for you.
  
  Thanks and sorry again!
  
  reply
Chad Hutchins
6 years ago

Hi everyone, just following up on this.

We've been able to isolate this issue to a Zendesk issue. In the past week something has changed on their end where data is being filtered out when the Zendesk App talks to your Sugar instance.

The URL used for the links to Sugar is generated in Sugar. When the Zendesk app receives this data, for some reason it strips out parts of the URL, so when we use the resulting URL in the app for the link, the link does not work.

I have an open ticket with Zendesk now and am communicating with them about this issue. I hope to have a resolution on the Zendesk side soon OR a workaround on our side if their fix will take too long.

Sorry for the issue. I hope we can have this resolved soon for all of you. Thanks!

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Chad Hutchins
6 years ago

Hello, I have emailed everyone who has reached out to us about this issue with instructions for how to correct. All that should be needed is to install the new package and give Zendesk a refresh.

I will wait until I hear from you before closing out this case. Thanks!

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Chad Hutchins
6 years ago

Hi everyone, I'm closing the loop here. The fix we put in place allowed everyone's links to work again.

I'm going to close this ticket out for now. Please open a new ticket if there's anything else we can help with.

Thanks!

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