HELP ARTICLE

Zendesk Ticket Grid Errors


Ticket Grid is returning an error saying:

“Could not load grid data: You have not entered your Zendesk Credentials in the solution settings.”

There are two causes for this error message.

Credentials have not been entered on the Zendesk Solution

  1. Go to D365 Sales > Settings > Solutions > Zendesk Dynamics 365 Connector > Configuration
  2. Enter Credentials to Authentication section
  3. Click “Save Settings” button

Your D365 user does not have “Read” access to the Global Settings entity.

At least one of the roles assigned to your user needs access to the Global Settings Entity.

  1. Go to D365 Sales > Settings > Security > Security Roles
  2. Select the security role that needs access
  3. Select the Custom Entities tab
  4. Find “Global Settings” and grant “Read” access

Ticket Grid is running in Sandbox mode

The ticket grid is a web resource on the form, and if it is run in sandbox mode will not be allowed to make web calls to Zendesk.

  1. Go to D365 Sales > Settings > Customize > Customize the System > Account/Contact > Forms > Select the form with the Ticket Grid
  2. Find the Ticket Grid, and double click on it to open the editor
  3. Scroll down to Web Resource Properties 
  4. Uncheck the box “Restrict cross-frame scripting, where supported.” if checked.
  5. Save and Publish the Form.

Ticket Grid is not returning any records, appears blank

There are four causes for this to occur.

The lookup query didn’t return records

Contact: Primary email address on contact isn’t the same as the requester email in Zendesk

Account: The Account name isn’t exactly the same as the Organization Name.

The username or password entered to the D365 solution is incorrect

  1. Go to D365 Sales > Settings > Solutions > Zendesk Dynamics 365 Connector > Configuration
  2. Enter Credentials to Authentication section
  3. Click “Save Settings” button

The Zendesk API isn’t enabled

  1. In Zendesk > Settings > API
  2. Check that Password Access is Enabled

Two-Factor Authentication is enabled

If Two-Factor Authentication is enabled in Zendesk, you cannot use Password Access. Instead you will need to enable token access.

  1. In Zendesk > Settings > API
  2. Check that Password Access is Enabled
  3. Click the (+) to add new token.
  4. Save the token somewhere safe so you have it later.
  5. Go to D365 Sales > Settings > Solutions > Zendesk Dynamics 365 Connector > Configuration
  6. Enter the token as your Zendesk Password and append /token to the Zendesk Username as shown below.

Have further questions? Please email support@eonesolutions.com.

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