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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#3927 - Question regarding our Zendesk integration and compatibility with SugarCRM 8.2

Closed General Question created by Teo Tech Verified Purchase 11 months ago

Tomorrow evening our SugarCRM will be upgraded from v8.1 to v8.2. The SugarCRM module loader shows the existing Zendesk module installed dated 04/14/2017 as v2.1.1j. I'm confused as I don't see any trace of that version in your documentation. So, apparently the current version I should be running is v2.5.1? Can you explain that to me and is it possible to upgrade my Zendesk module directly to the v2.5.1 which, hopefully, is compatible with SugarCRM 8.2? I do have a legitimate installation and license key, for the record.

Thanks,
NancyE

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    11 months ago

    Hi Nancy, thanks for reaching out. I'm happy to help with this. We have made a few changes since the version that you're currently on and it does support Sugar 8.2.

    You can download the latest package here: https://www.dropbox.com/s/8szaakmp4rq590k/FanaticalZendesk-2.5.1-for-Sugar8.zip?dl=1 (download the zip file and do not unzip it)

    After downloading follow these steps:

    1. Go to Sugar > Admin > Module Loader
    2. Upload the new package and click install (do not uninstall the old version, you need to install the new version on top of the old version)
    3. Once the module finishes installing, go to Zendesk and verify you can still see the Sugar data and go to a Sugar contact and verify you are able to see Zendesk tickets.

    If for some reason you are unable to see data on either side, follow these steps:

    1. Go to Sugar > Admin > Zendesk Configuration
    2. Click through the steps until you get to Step 3
    3. Make sure the listed Zendesk subdomain is connect and click the "Connect to Zendesk" image (even if it says there is already a connection established)

    This will redirect you back to Sugar. After doing this, verify again if you can see the Sugar data and go to a Sugar contact and verify you are able to see Zendesk tickets.

    Let me know if you have any questions about this process. Thanks!

    • nancyearnst member avatar

      Teo Tech Verified Purchase

      11 months ago

      Thank you so much. Is it best to run this update prior to the SugarCRM upgrade, after the SugarCRM upgrade?

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    11 months ago

    You’re quite welcome!

    It doesn’t matter either way. However sometimes the upgrade pre-check will stop the upgrade from continuing if installed modules are not compatible with the new version you are upgrading to. If this is the case you’ll need to upgrade first.

    Let me know how it goes. Thanks!

    • nancyearnst member avatar

      Teo Tech Verified Purchase

      11 months ago

      Good thought, I'll run it prior, thanks, I'll let you know how it goes.

    • nancyearnst member avatar

      Teo Tech Verified Purchase

      11 months ago

      Thank you for your assistance, the upgrade worked well and so far, no issues. I very much appreciate it.

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    11 months ago

    Good to hear!

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

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  • "ZenDesk integration was one of the things that attracted us to SugarCRM. Fortunately this add-on is really great. And the developers are excellent - they really went out of their way to collaborate with ZD users."

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