Fanatically Zen with SugarCRM and Zendesk

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.

Free 30 day trial

Try it Now

By clicking you consent to share your profile with the developer

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

Closed General Question created by Teo Tech 5 years 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

Fanatical Labs Provider Affiliate
5 years 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!
reply
- Teo Tech
  5 years ago
  
  Thank you so much. Is it best to run this update prior to the SugarCRM upgrade, after the SugarCRM upgrade?
  
  reply
Fanatical Labs Provider Affiliate
5 years 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!

reply
- Teo Tech
  5 years ago
  
  Good thought, I'll run it prior, thanks, I'll let you know how it goes.
  
  reply
- Teo Tech
  5 years ago
  
  Thank you for your assistance, the upgrade worked well and so far, no issues. I very much appreciate it.
  
  reply
Fanatical Labs Provider Affiliate
5 years ago

Good to hear!

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

reply