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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#4439 - Error / No connexion with sugar // same problem as 2 monthe ago ticket 4381

Closed Bug? created by pierre1 3 years ago

Hi We have another time the same problem as 2months ago https://www.sugaroutfitters.com/support/zendesk-sugarcrm/4381

We have apply the full process https://fanaticallabs.zendesk.com/hc/en-us/articles/360019672232-CRM-Data-Doesn-t-Display-in-Zendesk-App

But that stil not working

Need your feedback Asap

Thanks and regards

Pascaline

Fanatical Labs Provider Affiliate
3 years ago
Hi Pascaline,

Thanks for reaching out. Can you tell me the error that appears when you follow the steps below?
1. From within a Zendesk ticket, right-click anywhere on the page and open the browser's developer console and click on the Network tab.
2. Refresh the page and notice multiple lines added to the Network tab.
3. Look for a line that contains "sugarUrl". (Note, you can use the filter tab at the top to find this more easily.)
4. Click the Response tab and note the response that's returned
More details and a screenshot of this process can be found in the article you referenced.

Thanks for your help in troubleshooting.

Best, Heidi
reply
- pierre1
  3 years ago
  
  Hi As I can't attached screenshot
  
  error message is always the same401
  
  {error: "invalid_grant", error_message: "The access token provided is invalid."} error: "invalid_grant" error_message: "The access token provided is invalid."
  
  thanks and regards
  
  reply
Fanatical Labs Provider Affiliate
3 years ago
Thanks for this insight. While not common, sometimes the authentication between Sugar and Zendesk can expire. This is usually due to limits put into place by Zendesk or Sugar to ensure credentials are up to date and you're not logged in to an app unnecessarily. It looks like the token we use to authorize the connection between the two has expired, so I think we would benefit from revoking the token in Zendesk and walking through the Zendesk Configuration steps again to re-connect Zendesk with Sugar.
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, navigate back to the Admin page in Sugar and follow the steps found in Zendesk Configuration to re-connect Sugar and Zendesk.

Let me know if you have any trouble with this process.

Best, Heidi
reply
- pierre1
  3 years ago
  
  Hi Heidi
  
  Thanks for your feedback But I don't find Under Third Party Applications, click Revoke for any third-party applications that are named "sugarcrm for zendesk". as clicking on the the account icon in the top right corner I have no Security Settings link
  
  Perhaps you can provide some zendesk screenshot ?
  
  Regards
  
  reply
Fanatical Labs Provider Affiliate
3 years ago

Absolutely. Here's a gif of this process: https://d.pr/i/FOOknc

Please let me know if you have any trouble!

Best, Heidi

reply
- pierre1
  3 years ago
  
  Hi
  
  I've done the process but still have the same error message
  
  Thanks for your feedback We need to find a way to fixed that kind of issue
  
  We can't have issue every 2 months
  
  regards
  
  reply
Fanatical Labs Provider Affiliate
3 years ago

Thanks for letting me know this still isn't working for you. I've sent some steps to you via email (since they contain your Sugar subdomain). If those steps doesn't resolve the issue, please feel free to schedule a time we can troubleshoot further here:

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

Thanks, Heidi

reply
Fanatical Labs Provider Affiliate
3 years 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

reply