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.

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#4213 - The information of sugar crm don't show in zendesk

Closed Bug? created by mmartinezexaprint 7 months ago

Captura de pantalla 2019-08-26 a las 16.22.57.png

Hello, in Zendesk, we have installed fanaticall zendesk addon. In CRM work well, because we can see the tickets created in zendesk related to the contact, but in zendesk, as you can see in the inage attached, we cannot see the information related to the contact that comes from sugar.

A few days ago, we changed the url for the connection to the sugar CRM, could be this problem?

To clarify, we have 2 different zendesk instances that connect with the same sugar crm, and we have the same problem with the 2 zendesk instances.

Thank you very much for your help

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    7 months ago

    Happy to help. Can you reconnect to Zendesk using the instructions below:

    https://fanaticallabs.zendesk.com/hc/en-us/articles/360019672232-Data-doesn-t-appear-in-the-Zendesk-app

    You'll need to enter the first Zendesk instance subdomain, click the big Z, and then enter the second Zendesk instance subdomain and click the big Z again. This will ensure you connect to both instances.

    Let me know if this enables you to see the data in Zendesk.

    Best,
    Heidi

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    7 months ago

    Hello there,

    We haven't heard from you regarding the issue in a few days. Is there anything we can help with?

    Let me know how I can help.

    Thanks,
    Heidi
    Fanatical Labs Support

  3. mmartinezexaprint member avatar

    mmartinezexaprint

    7 months ago

    Hello, we solved the problem, but today i received this email:

    El destino "Fanatical Zendesk - SugarCRM Target" ha sido desactivado temporalmente debido a un exceso de fallas. El destino se puede volver a activar en ConfiguraciĆ³n > Extensiones > Destinos para seguir enviando mensajes al destino. Para verificar los posibles motivos de las fallas, pruebe el destino primero.

    why it desconnect again?

    Thanks

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    7 months ago

    Happy to help. On occasion Zendesk might disable the integration, as you see from the error you received. It doesn't happen often and it appears to be somewhat aligned to the amount of changes being sent and whether or not Sugar is able to process them all at once. You can re-connect to Zendesk using the instructions below and it will resolve the error Zendesk sent:

    1. Within your CRM, navigate to Admin.
    2. Click Zendesk Configuration (towards the bottom of the page.)
    3. Navigate to Step 3 of the configuration and ensure your Zendesk domain appears accurately
    4. Click the large Zendesk icon that says Click Here to Connect (Note: you may already see a green message indicating you are already connected. Click the button to connect again even if this message appears.)
    5. The page should redirect back to Sugar. Navigate to Zendesk (or refresh the Zendesk ticket you're on) to see if the app now loads Sugar data as desired.

    Let me know if you have any trouble with the above process or if you continue to receive the message from Zendesk.

    Thanks,
    Heidi

  5. mmartinezexaprint member avatar

    mmartinezexaprint

    7 months ago

    ok, it's strange because it's more than 2 or 3 times in the month, but if the solution is reconnect, i will do that.

  6. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    7 months ago

    Let me know if reconnecting doesn't fix it or if you notice anything else out of the ordinary.

    Thanks,
    Heidi

  7. mmartinezexaprint member avatar

    mmartinezexaprint

    7 months ago

    ok, i will let you know.

    thaks

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