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.

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#3971 - Data not loading for few user in Sugar

Closed Bug? created by pierre1 5 years ago

Hi,

Some user can see the date into Sugar CRM, but some other can't. CF. Img attached.

Can you help me, thanks!

![2018-12-20 15_36_39-SAS EASYFLYER » Clients » SugarCRM - Commercial Open Source CRM.png](https://www.sugaroutfitters.com/assets/img/support/zendesk-sugarcrm/de1cc078b48c9852dc3330ecd72f6f6c/2018-12-20%2015_36_39-SAS%20EASYFLYER%20%C2%BB%20Clients%20%C2%BB%20SugarCRM%20-%20Commercial%20Open%20Source%20CRM.png "2018-12-20 15_36_39-SAS EASYFLYER » Clients » SugarCRM - Commercial Open Source CRM.png")

[2018-12-20 15_38_22-SAS EASYFLYER » Clients » SugarCRM - Commercial Open Source CRM.png](https://www.sugaroutfitters.com/assets/img/support/zendesk-sugarcrm/de1cc078b48c9852dc3330ecd72f6f6c/2018-12-20%2015_38_22-SAS%20EASYFLYER%20%C2%BB%20Clients%20%C2%BB%20SugarCRM%20-%20Commercial%20Open%20Source%20CRM.png "2018-12-20 15_38_22-SAS EASYFLYER » Clients » SugarCRM - Commercial Open Source CRM.png")

Fanatical Labs Provider Affiliate
5 years ago

Hi Pierre,

Thanks for reaching out. To confirm, do you mean the created or last updated date is appearing for some users but not others within the Fanatical Zendesk dashlet along the right-hand side, or that the date is only appearing for certain contacts?

Thanks for your help in confirming the issue.

Best, Heidi

reply
- pierre1
  5 years ago
  
  Hi,
  
  I mean, for the same customer (CF. img), but for two CRM user, they don't see the same thing in the dashlet Fanatical Zendesk. In the first image you can see some Zendesk ticket, in the second (an other user) there are no ticket in the dashlet.
  
  Thanks
  
  reply
Fanatical Labs Provider Affiliate
5 years ago
Hi Pierre,

Thanks for this response. We've made some updates to the integration since the version you're using, including this issue. You can resolve this by updating your Fanatically Zen integration to the most recent version.

To find the most recent version, navigate to the Purchases page within SugarOutfitters :

SugarOutfitters Purchases Page

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.

Please let me know if this doesn't resolve the issue for you.

Best, Heidi
reply
- pierre1
  5 years ago
  
  Hi,
  
  Thanks for your fast answer, it's working now.
  
  Thanks for your help !
  
  Regards
  
  reply
Fanatical Labs Provider Affiliate
5 years ago

Wonderful! I see you had set up some time on the calendar today. I'll cancel that for now, but please let me know if you need anything else.

Best, Heidi

reply