Zendesk for SugarCRM - FAQ Follow

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11 comments

  • Avatar
    Chris Alfaro

    Can somebody please explain what this is?

    "If zendesk_organization is blank, has "Show Account tickets by Zendesk organization" been selected? If yes, the integration retrieves all tickets for the Zendesk organization that matches that account name.

    If "Show Account tickets by Zendesk organization" has not been selected, the integration aggregates all tickets associated with the account’s contacts."

    My main question is, where is "Show Account tickets by Zendesk organization"?

  • Avatar
    Ian LaPhilliph

    Hi Chris,

    The "Show Account tickets by Zendesk Organization" option can be found in the administration setup menu in SugarCRM via 'Zendesk Credentials'. From there you can check the option and hit save. The Account ticket lookup will then try to find an Organization in Zendesk with a name that matches the Account, and then display all tickets accordingly.

  • Avatar
    Pete Cairns

    Hello Ian

    I too am having trouble finding "Show Account tickets by Zendesk Organization". In Administration - Studio I can see the Zendesk icon and modify the layout and field settings, but I can't see a Zendesk option on the main Administration page and I can't see 'Zendesk Credentials' anywhere. Can you help?

  • Avatar
    Ian LaPhilliph

    Hi Pete,

    After installing the integration you will also need run a quick repair so that you can see the new options that were added to SugarCRM.

    To do that navigate to System > Repair > Quick Repair and Rebuild.

    Please note, you might also need to clear out your browsers cache. Once this process has completed you should now see a Zendesk section with "Credentials" as an option in the Administration menu.

    Hope this helps!

  • Avatar
    Pete Cairns

    Thanks for the reply, Ian. I tried that but still no Zendesk options. I also tried with a different browser which hasn't been to the Sugar site before just in case it was a cache thing. Anything else I can try?

  • Avatar
    Chris Alfaro

    Verify your using a compatible version of the Zendesk module with your version of SugarCRM. There are two versions if I remember.

  • Avatar
    Pete Cairns

    I'm using Sugar Version 6.5.12 (Build 1046) and Zendesk module 2.19, which is the right one to use according to the info here: https://support.zendesk.com/hc/en-us/articles/203660146-Setting-up-and-using-Zendesk-for-SugarCRM The module is working - If I go to a SugarCRM account I can see the Zendesk bar and any open tickets assigned. My actual problem is that I only see tickets if they have an "Organization" assigned. I'm hoping that switching off "Show Account tickets by Zendesk Organization" will make tickets show without having an organization assigned. Thanks for the help so far. Any other ideas what could be causing the Zendesk settings not to display?

  • Avatar
    Nick Malone

    Pete,

    Sorry for the delayed response. I am going to create a ticket for you on this so we can dig a bit deeper into your issue. You should be getting an email shortly from me and we can continue to troubleshoot further from there.

  • Avatar
    Pete Cairns

    I had to uninstall the ZD module from Sugar, do a Quick repair and rebuild and then I could access the option "Show Account tickets by Zendesk Organization". After disabling this it worked just like I want it to - ZD tickets are shown against accounts without the need for the account to be added as an "Organization" in ZD. Thanks for the help Nick!

  • Avatar
    Chris Alfaro

    Zendesk team,

    Just used this guide to setup integration with SuiteCRM. Worked great! Thanks for the hard work.

  • Avatar
    Chris Alfaro

    Can you add the "zendesk_organization" field to the contact detail view also?

    Thanks.

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