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#4318 - Fanatical Zendesk Dashboard Error

Closed Feature created by kgravelle 2 months ago

We updated our sub-domain name on 1/31; we have also updated our Zendesk configuration in Admin to the new sub-domain name.

Cases are being created in Sugar, but our Fanatical Zendesk dashboard displays this error: "We did not receive a response in the 200 range. Code received: 404 Response: { "error": { "title": "No help desk at brainselltechnologies.zendesk.com", "message": "There is no help desk configured at this address. This means that the address is available and that you can claim it at http://www.zendesk.com/signup" } } Note: brainselltechnologies.zendesk.com is the old sub-domain - the new one is configured.

Please advise how I can resolve this issue. Thanks!

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 months ago

    Thanks for reaching out. To confirm, it sounds like you re-connected to Zendesk using Step 3 of the Zendesk Configuration tool, is that correct? Can you walk through the steps below and tell me what appears?

    1. From Zendesk Configuration, right click anywhere on the page and select "Inspect".
    2. Click Console at the top of the page.
    3. Copy/paste the following into the console and press Enter:
      SUGAR.App.api.call('get',SUGAR.App.api.buildURL('FanaticalZendesk/setting/zendesk_default_subdomain'))
    4. Click on the Network tab at the top of the page.
    5. Under Name, click zendesk_default_subdomain. Look to the right under Preview, can you tell me what appears under "value"? It should look something like this: https://d.pr/i/GZ7QqE

    Please let me know if you have any trouble with the steps above.

    Best,
    Heidi

  2. kgravelle member avatar

    kgravelle

    2 months ago

    Hello Heidi - WOW, thanks for the speedy reply. I tried to attach a pdf - but got an error message that the file type cannot be uploaded???
    Anyway, the result for zendesk-default-subdomain is "brainselltechnologies" - which is contrary to our current correct sub-domain

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 months ago

    Happy to help. It looks like we need to change a configuration which governs the subdomain the integration is referencing. Can you follow the same steps to enter this into the Console (replaced the end value from newsubdomaingoeshere to the new subdomain you're using):

    SUGAR.App.api.call('create',SUGAR.App.api.buildURL('FanaticalZendesk/setting/zendesk_default_subdomain'),{key:'zendesk_default_subdomain',value:'newsubdomaingoeshere'},{})

    From there, re-connect again from Step 3 of the Zendesk Configuration page and let me know if you still have trouble.

    Thanks,
    Heidi

  4. kgravelle member avatar

    kgravelle

    one month ago

    Hello - thank you for the reply - I will implement these changes 2/10 evening and will let you know how it goes! Thanks!

  5. kgravelle member avatar

    kgravelle

    one month ago

    BTW - can you please post what you mean "Step 3 of the Zendesk Configuration tool" ?? Just want to confirm we are totally on the same page... thanks!

  6. kgravelle member avatar

    kgravelle

    one month ago

    Hello Heidi - I am having issues with getting the console to cooperate - these are the steps I am using, as you stated above:

    1. From Zendesk Configuration, right click anywhere on the page and select "Inspect".
    2. Click Console at the top of the page.
    3. Copy/paste the following into the console and press
    4. **See Screenprint - I copied your URL and added -pdi... : so here it is - SUGAR.App.api.call('create',SUGAR.App.api.buildURL('FanaticalZendesk/setting/zendesk_default_subdomain'),{key:'zendesk_default_subdomain',value:'pdi-with the real name.zendesk.com'},{})
    5. Click on the Network tab at the top of the page.
    6. Under Name, click zendesk_default_subdomain. Look to the right under Preview, can you tell me what appears under "value"? It should look something like this: https://d.pr/i/GZ7QqE

    Error message is: "Uncaught ReferenceError: SUGAR is not defined
        at :1:1
    (anonymous) @ VM980:1

    Why can't I add a pdf file??? I can't see t o add any file - please doublecheck your copied link and get back to me... thanks!

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    one month ago

    Happy to help. Yes, you'll reconnect by clicking Step 3 (the Connect step) of Zendesk configuration, as shown here: https://d.pr/i/xIvHab

    In regards to the error you're getting, can you confirm that the drop-down under the Console tab reads "top" as shown here: https://d.pr/i/JFaq1e ?

    If so, can you send a screenshot of what you're encountering to zendesk@fanaticallabs.com so I can take a closer look?

    Thanks,
    Heidi

    • kgravelle member avatar

      kgravelle

      one month ago

      Hi Heidi - yes, console says "top" -- but I am accessing through Zendesk - not Sugar - which is exactly what I did the first time .... I will send you a screen shot to the email address - thanks!

    • kgravelle member avatar

      kgravelle

      one month ago

      Hi Heidi - I will access Sugar CRM Admin and will share the results with you.

  8. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    one month ago

    Apologies for the confusion! Yes, these steps are done within Sugar. I'll modify the steps below to indicate this:

    1. Navigate to Sugar Admin and scroll to the bottom
    2. Click on Zendesk Configuration
    3. From Zendesk Configuration, right click anywhere on the page and select "Inspect".
    4. Click Console at the top of the page.
    5. Copy/paste the following into the console and press Enter:
      SUGAR.App.api.call('create',SUGAR.App.api.buildURL('FanaticalZendesk/setting/zendesk_default_subdomain'),{key:'zendesk_default_subdomain',value:'newsubdomaingoeshere'},{})
    6. Click on Connect (step 3)
    7. Confirm your sub-domain and click to connect, as shown here: https://d.pr/i/tFy2h0 (even if it says you're already connected)

    That should take care of the issue you're encountering but let me know if it doesn't. If needed, you can also schedule a time to walk through these steps together using the link below:

    https://calendly.com/fanaticallabs_support/fanatically-zen-support-meeting">Schedule a Support Meeting

    Best,
    Heidi

  9. kgravelle member avatar

    kgravelle

    one month ago

    Hello Heidi - I was successful BUT I cannot edit the existing Dashboard. Same results - nothing has changed.... clearly, I need to get on the phone with support. How do I arrange an actual phone call?

  10. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    one month ago

    Sorry you're still having trouble! I'm happy to chat. You can schedule a call using this link: https://calendly.com/fanaticallabs_support/fanatically-zen-support-meeting

    Thanks,
    Heidi

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