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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#4651 - Bug on agent

Closed Bug? created by pierre1 Verified Purchase 10 months ago

Hi, for some agents the Fanatical zendesk doesn't work on zendesk , could you please helps us to fixed this issue ?


  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    10 months ago

    Happy to help. Just to confirm it sounds like Sugar data isn't appearing within the Zendesk app, is that correct? Can you tell me what appears for the agents who aren't able to see the data?

    I think a great first start would be to reconnect between Sugar and Zendesk. You can do this 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.)
    6. The page should redirect back to your CRM.  Navigate to Zendesk (or refresh the Zendesk ticket you're on) to see if the app now loads CRM data as desired.

    Thanks for your help in troubleshooting.

    Best, Heidi

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