Fanatically Zen with SugarCRM and Zendesk

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