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.

Free 30 day trial
Try it Now

By clicking you consent to be contacted by the developer

#4381 - Error / No connexion with sugar

Closed Bug? created by pierre1 Verified Purchase a year ago

HI

Our widget dens't match any more with our sugar CRm Could you tell me how to process to restore the connexion ?

Is it due to changes made by Zendesk on widget policy ?

regards

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Hi Pierre,

    Happy to help. Can you tell me more about what's not matching with Sugar? Is the data appearing but it doesn't match what you see in Sugar or is there no data appearing at all? Additionally, can you send a screenshot of what you're seeing on the Zendesk app? You can send that to zendesk@fanaticallabs.com.

    Thanks for your help in troubleshooting.

    Best, Heidi

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year 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. pierre1 member avatar

    pierre1 Verified Purchase

    a year ago

    hi We have always the surch running with message :

    "Bummer! Something isn't right with the integration. The Zendesk App was unable to connect to your Sugar instance. Please refresh the app or the entire page to try again. If refreshing does not fix the issue, ask a Sugar Administrator to verify you are on the latest version of the integration and to go to Sugar > Admin > Zendesk Coniguration, and re-complete the setup steps. After this is done, go back to Zendesk and refresh this page. You should see Sugar data after that.

    Sorry for the issue! If you're not able to get around this error message, please email zendesk@fanaticallabs.com and we'll help you out."

    We have follow the Sugar > Admin > Zendesk Coniguration

    But that's still not working

  4. pierre1 member avatar

    pierre1 Verified Purchase

    a year ago

    I've made some test on http cible on zendesk > admin extension perhaps it can help .you

    request message POST /rest/v10/FanaticalZendesk/ticketsync HTTP/1.1 User-Agent: Zendesk Target Content-Type: application/json; charset=utf-8 Content-Length: 0 Accept-Encoding: gzip;q=1.0,deflate;q=0.6,identity;q=0.3 Accept: / Connection: close Host: exaprint.inetcrm.com

    HTTP/1.1 200 OK Date: Wed, 17 Jun 2020 12:15:51 GMT Server: Apache Vary: Accept-Encoding Content-Encoding: gzip Cache-Control: max-age=86400 Expires: Thu, 18 Jun 2020 12:15:51 GMT Content-Length: 68 Connection: close Content-Type: application/json {"success":false,"error":"Feature is turned off."}

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Thanks for this response. I've just sent email instructions for re-connecting the second instance of Zendesk. During that process, you'll be re-connecting Zendesk to Sugar using the steps here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360019672232-CRM-Data-Doesn-t-Display-in-Zendesk-App

    This process should resolve the error. Please let me know if you have any trouble.

    Best, Heidi

  6. pierre1 member avatar

    pierre1 Verified Purchase

    a year ago

    HI Sorry but it still not working

    IT looks that updated fine from zendesk to sugar

    but not from sugar to zendesk

    Capture d’écran 2020-06-25 à 14.09.58.png

    Error message 401

    Thanks for your feedback

    regards

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Thanks for sending this along. A 401 error would indicate a bad authentication between the CRM and Zendesk. To confirm, are you a full admin in both Zendesk and the CRM? Has the user who previously connected the systems changed at all?

    I think it would help to revoke the token on Zendesk's side and re-authenticate. Here are the steps for this process:

    1. Within Zendesk, navigate to your profile using the account icon in the top right corner.
    2. Click Security Settings.
    3. Under Third Party Applications, click Revoke for any third-party applications that are named "sugarcrm for zendesk".

    Once this is done, follow the steps below in Sugar:

    1. Within Sugar, navigate to the admin page.
    2. Click Zendesk Configuration (towards the bottom of the page.)
    3. Navigate to Step 3 of the configuration and enter your CRM credentials and click the blue button to authenticate.
    4. In Step 4 ensure your Zendesk domain appears accurately and 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.)

    Let me know if there is still any trouble connecting!

    Best, Heidi

  8. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year 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

  9. pierre1 member avatar

    pierre1 Verified Purchase

    a year ago

    Hi

    Sorry , but I have done the full process but it still doesn't work

    Capture d’écran 2020-07-01 à 12.09.00.png

  10. pierre1 member avatar

    pierre1 Verified Purchase

    a year ago

    the error message is stil the same even if I have Revoke in zedesk and after activate and agree in sugar

    Capture d’écran 2020-07-01 à 12.13.55.png

  11. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Thanks for sending this along. Can you tell me more about when this stopped working and if anything changed during that time?

    I think it might make sense for us to hop on a call and do a little troubleshooting together. Can you find a time that works for you using the link below?

    https://calendly.com/fanaticallabs_support/fanatically-zen-support-meeting

    Thanks, Heidi

  12. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Just following up here since we chatted this morning and it looks like the integration is working as expected. Closing this ticket for now, but please let us know if you need anything further!

    Best, Heidi

This case is public. Please leave out any sensitive information such as URLs, passwords, etc.
Saving Comment Saving Comment...
Rating
Rating
  • "We can integrate Sugar and Zendesk with this integration. It even works with Sugar Community edition 6.5. Their support engineer is awesome and went t..." - Increments

    Read More Reviews