Fanatically Zen with SugarCRM and Zendesk

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

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.

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'),{},{});

3. Navigate to Zendesk and create a new ticket. Update it (such as setting it to Open.)
4. 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

5. 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

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.

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

Best, Heidi

Hi Steve,

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

Best, Heidi