The Zendesk Magento 1 (M1) Extension is used to provide a connection between our partner’s new Zendesk app for Magento M1 and your Magento instance.
If you see an error within the new partner M1 application containing a Reference ID and an Error Type of “fail-order” or “fail-orders”, this is related to issues with the M1 Extension.
This article provides some tips to help with resolving common problems with your M1 Extension setup.
- Make sure there are no URL redirects in place
- Check you have the latest version of the M1 extension installed
- Check your firewall configuration for Zendesk
- Use a https (TLS) domain for your store URL
- Check your Zendesk app API token setting
- Check your M1 Extension API token setting
- Still having issues?
Make sure there are no URL redirects in place
For security purposes, the secure proxy used by the app to access the Magento Extension APIs does not support redirects.
Make sure the store URL you have entered points directly to your store, and is not relying on redirects at the CDN, network, or server. Having redirects in place will often result in “fail-orders” errors within the new app.
The app will make requests similar to the following:
https://<<YOUR ZENDESK SUBDOMAIN>>.zendesk.com/proxy/apps/secure/<<YOUR STORE URL>>%2Findex.php%2Fzendesk%2Fapi%2Fcustomers%2Fsomecustomer%40somedomain.com
Any requests coming from https://<<YOUR SUBDOMAIN>>.zendesk.com/proxy/apps/secure and going to your Magento server at <<YOUR STORE URL>>/index.php/zendesk/api/* must be able to come through without restriction or redirect.
Check you have the latest version of the M1 extension installed
Older versions of the M1 Extension are no longer supported and are likely to cause “fail-order” errors within the new app. Please check that your extension version matches the latest version available (https://github.com/zendesk/magento_extension). If not please update by following the instructions in Magento: Installing the Zendesk extension for Magento.
Errors caused by outdated M1 Extension versions can be seen within your Magento PHP logs, and include the following error messages:
Uncaught exception ‘ArgumentCountError’ with message ‘Too few arguments to function Zendesk_Zendesk_ApiController::ordersAction()
PHP Fatal error: Call to a member function find() on a non-object in /var/www/html/apache.git/magento/store2/app/code/community/Zendesk/Zendesk/Model/Observer.php
Check your firewall configuration for Zendesk
If you have a firewall on your Magento instance, ensure you have allowed Zendesk’s IPs for the secure proxy mentioned above to access your M1 Extension. For more details, see Configuring your firewall for Zendesk.
Use a https (TLS) domain for your store URL
Your store URL within the new app itself should start with a https:// protocol. The http:// protocol is not supported.
Check your Zendesk app API token setting
In order to set up the flow of information between Zendesk and Magento, authentication tokens must be provided to the Zendesk app and the M1 Extension. A common occurrence is mixing up which tokens are provided.
Your new Zendesk app needs to be provided with an API token available within the M1 Extension. To find this,
- Log into your Magento Admin Panel and access the configuration page by selecting System > Configuration > Zendesk.
- Under the API Details section, ensure that the API Enabled dropdown option is set to Yes.
- Copy the API Token field value, and enter it into the API Token field inside of the Manage Your Account in the new app. This token should be 32 characters in length.
Check your M1 Extension API token setting
To confirm your M1 Extension is using the correct API token:
- In the Magento Extension, go to the Zendesk configuration page by selecting System > Configuration > Zendesk. The Agent Token field requires a Zendesk API token. This token should be 40 characters in length.
- Log into your Zendesk account.
- In the sidebar, select the Admin cog icon > Channels > API. The Zendesk API page is displayed.
- Under the Token Access heading, you can view your current active tokens, or use the + button to add a new token.
Still having issues?
If you have tried the above steps and are still having issues with the M1 Extension, please contact email@example.com and mention the Magento 1 Extension.