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. Created by Fanatical Labs, 2023 SugarCRM Partner Award Winner.

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#4451 - our connexion another off

Closed Bug? created by pierre1 3 years ago

Hi sorry but our connexion is another time HS between Zendesk and Sugar

We definitaly need to fixed this issue

many thanks for your quick feedback


  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hi Pierre,

    Thanks for reaching out. I'm so sorry this issue occurred again. We made some updates to how Fanatically Zen handles authentication. It looks like you're currently on version 2.7.6. Can you update to the latest version using the instructions below?

    Once installed, navigate to Zendesk Configuration from Sugar Admin and walk through the Setup steps. Please let me know if that doesn't solve the issue.

    If you want to walk through this together, feel free to schedule some time using the link below:

    Thanks, Heidi

  2. pierre1 member avatar


    3 years ago

    Hi Heidi You've made all this process last month It looks our modifications are not permanent We need to find a definitive and stable solution


  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Thanks for this response. It sounds like you previously updated to our latest version. On my end it looked like you were still on 2.7.6, but I see now that's your dev instance. My apologies. I see you scheduled some time for November 17, so we're happy to meet then and troubleshoot further. In the meantime, here are some troubleshooting steps to follow that will give us some more information:

    1. From within a Zendesk ticket, right-click anywhere on the page and select Inspect
    2. Click the Network tab
    3. Refresh the page and notice multiple lines added to the Network tab.
    4. Look for a line that contains "sugarUrl". (Note, you can use the filter tab at the top to find this more easily.)
    5. Click the Response tab and note the response that's returned (see this screenshot for reference:

    Once you have completed those steps, can you tell me if you already tried to re-connect using the steps below?

    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 enter your CRM credentials.
    4. Navigate to Step 4 and ensure your Zendesk domain appears accurately.
    5. 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.)

    Navigate to Zendesk (or refresh the Zendesk ticket you're on) to see if the app now loads CRM data as desired.

    Thanks, Heidi

  4. fanaticallabs member avatar

    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

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Thanks for chatting today. I followed up by email with the steps we covered, but feel free to reach back out to us at should you have any further trouble.

    Best, Heidi

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