Fanatically Zen with SugarCRM and Zendesk

Hi Chad,

The installation did complete after several different ways of testing, system is a 7.7.2.1 Ent. We found we could only install the module without deinstalling the previous version.

After updating the production system in the same manner, we then found the dashlets in the intelligence pane were throwing the 500 error

Regards Malcolm

Got it, thanks for the information. A few questions and things to try:

1) Is the dashlet failing when you are viewing a Lead? (it looks like the dashlet is not enabled in our code to work for the Leads module, this is something I can correct) Does it work if you use the dashlet on a Contact?

2) Go to Sugar > Admin > Zendesk Configuration, go to step 3 "Connect", make sure the Zendesk Subdomain is there click the "Connect to Zendesk" button

Even though it may say "already connected", click the "Connect to Zendesk" button again. After doing that go back to the dashlet and see if it works.

3) If that does not work, run a Quick Repair and Rebuild, go back to the dashlet and see what happens.

Let me know what you find. Thanks for your patience!

Hi,

1) I don't see the dashlet for leads! I tried with accounts and contacts but it fails in both modules.

2) I can't check the connection to Zendesk as I don't have the user credentials. I will ask the customer

3) Already tried doing a Quick Repair with no effect

Next step, get customer to validate step 3.

Thanks for your help so far

Regards Malcolm

Hi Chad,

I installed the new package, installed without issues. Also the dashlets are now working in the information panes for accounts and contacts, nothing visible for leads.

Cheers Malcolm

Good to hear! Thanks for giving that a try.

When you say nothing is visible, do you mean you cannot select the "Fanatical Zendesk" dashlet to add when viewing a Lead record? Or after adding the dashlet, there are no tickets?

If you can add the dashlet, but there are no tickets, go to Zendesk and verify if there is anyone in Zendesk with a matching email address. If there is not, then you will first need to add that person to Zendesk with the email address.

If a person does exist in Zendesk with the Lead's email address, but they have no tickets, there will be no tickets shown in the dashlet in Sugar.

Let me know if that helps. Thanks again!

Hi Chad,

I don't see a FZ dashlet in leads which I could add

Regards Malcolm

I'm seeing it now on our end, so my guess is it is a cache issue. A few more things to check:

1) Did you download and install the package for Sugar 7?

2) Are you looking at a specific Lead or the list view of Leads? It can only be added to the 'record' view.

3) Try doing a Quick Repair and Rebuild, then go to a specific Lead, perform a hard refresh (windows: ctrl+shift+R or mac: cmd+shift+R), then try to add the dashlet again. See if "Fanatical Zendesk" dashlet shows in your list.

Thanks!

Hi Malcolm, there is a new package 2.0.1 that corrects this issue. Sorry for the troubles.

If they download the new package (https://www.sugaroutfitters.com/orders) go to Sugar > Admin > Module Loader and install it over what is currently there (do not uninstall anything).

Same process as before, after it installs go to Sugar > Admin > Zendesk Configuration (it should redirect you here) and go through the setup steps. Be sure to click the "connect to Zendesk" button on step 3 even if it says you are already connected.

There was a missing file in the old package, which is what was causing the 500 errors. Should be good to go with the new package. Let me know if that doesn't work.

Sorry again!

Good to hear! Sorry again for the issues. I'll close this case now. Have a nice weekend.