by Fanatical Labs

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#4634 - Tickets from Zendesk not pushing to Cases in SugarCRM

Closed Installation created by Verified Purchase 6 months ago

We recently had a lapse in our license for FanaticallyZen. That has been resolved. I have installed and successfully validated the package and license in SugarCRM. However, tickets are not coming over as cases into Sugar as before. When I look in Zendesk, I see an inactive target pointing to our instance of SugarCRM. There is a message in the targets area that states:

HTTP targets have been deprecated. Active HTTP targets will be progressively converted to webhooks. View webhooks

I don't see a way to activate the inactive target, but I am also not sure it is required. I was not involved in the initial integration of our Zendesk and SugarCRM so I don't know if it was ever a part of the working model.

There was an existing module in our SugarCRM instance but I did download and install the most current version of the Fanatical module as we are on SugarCRM Cloud version 11.3. When I check the health status of the Fanatical in the Admin area of Sugar, all appears fine. Are there steps that need to be done in Zendesk and if so, can you point me to that documentation. Happy to provide more information if needed.

  1. SHelms member avatar

    Verified Purchase

    6 months ago

    HealthStatus.JPG

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 months ago

    Happy to help.  Yes, targets were converted to webhooks automatically by Zendesk but if your target was inactive due to an issue with the Fanatically Zen integration it's possible Zendesk may not have converted it.

    You mention updating to the latest version, but on my end, it looks like you may be on an older version. Our latest version (2.9.7) includes the webhooks that are now being used by Zendesk. 

    Can you confirm the version you're on and update to 2.9.7 if not already on it? You should be able to find the latest version on your account in SugarOutfitters under Purchases. 

    Thanks for your help in troubleshooting.

    Best, Heidi

  3. SHelms member avatar

    Verified Purchase

    6 months ago

    Hi, Yes we are definitely on 2.9.7 or at least that is what populates in Module loader. I did download the most recent module and uploaded and installed into Sugar. The documentation indicated to NOT uninstall the previous version so I did not. Zendesk sugar.png

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 months ago

    That's perfect, thanks for that screenshot.  There are a couple of things we can check. First, can you tell me if you have a webhook in Zendesk for Sugar? (You can find it right where you found Targets in the Admin Center.) It should look something like this: https://d.pr/i/gQ8CmS

    If you do, let's put Fanatically Zen into debug mode and create a new ticket in Zendesk to get more details about what's being sent to Sugar. The steps to do that are below, but if you want to walk through this together, feel free to schedule a time to meet (link at the bottom of the email) and I'm happy to troubleshoot directly.

    1. From within Sugar Admin, navigate to the Health Status page.
    2. Right-click anywhere on the page and select Inspect. Switch to the Console tab, and then paste:

    SUGAR.App.api.call('get',SUGAR.App.api.buildURL('FanaticalZendesk/setting/logger/debug'),{},{});

    1. Navigate to Zendesk and create a new ticket. Update it (such as setting it to Open.)
    2. Send over the logs to zendesk@fanaticallabs.com. You can get these by following the steps below:

        1. From Sugar Admin, click System Settings     2. Click View Log at the bottom of the page     3. Click All at the top of the page     4. Copy/paste the text that appears into a .txt file to send as a reply to this email

    1. When completed, you can return the logger level to normal by pasting the following into the Console tab:

    SUGAR.App.api.call('get',SUGAR.App.api.buildURL('FanaticalZendesk/setting/logger/normal'),{},{});

    Feel free to schedule a time to chat directly here: https://calendly.com/fanaticallabs_support/fanatically-zen-support-meeting
      Please let me know if you have any trouble.

    Best, Heidi

  5. SHelms member avatar

    Verified Purchase

    6 months ago

    Originally, there were no webhooks at all but I do now see the Fanatical webhook. Perhaps I checked prior to the install of the updated module. I now see two new cases in Sugar today, that were created from Zendesk tickets, so at least part of it appears to be working. Let me run a few more tests and I will provide an update.

  6. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 months ago

    Glad to hear! Definitely let us know how things go.

    Best, Heidi

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 months ago

    Hi Steve,

    Glad we got to talk today. Let us know if you noticed any further issues with Fanatically Zen.

    Best, Heidi

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