Troubleshooting Zoho Backstage integration with Zoho CRM | 24th June |

Troubleshooting Zoho Backstage integration with Zoho CRM

1. Why am I unable to integrate Zoho Backstage with Zoho CRM? 

By default in your CRM, those who have admin level permissions or an admin profile have access privilege for extensions. You won't be able to integrate marketplace apps into your CRM unless you have the appropriate permission or profile. If you can't integrate Zoho Backstage with Zoho CRM, check with your local admin.

 

If you downgrade or change your subscription type of CRM, some features will no longer be accessible. In those cases, you need to check the feature availability for different editions of Zoho CRM.
Click here for feature availability.
 
If your org is already integrated with Zoho Backstage, it won't be integrated again. In that case, you need to check whether the same account has been used to integrate Backstage. If so, you need to first delete the old integration, then re-integrate it. If you are having an issue with deleting the integration, or if it's a backend issue, feel free to reach out to our support team for further assistance.
 
Another reason for integration-related issues can be due to some minor bug while you tried to integrate, or it can be an API related issue which can be organization specific. In those cases, feel free to contact our support team at support@zohocrm.com.

2. Why am I getting this error message of 'your org is already integrated' when trying to integrate Backstage in my CRM account? 


If you have already linked your CRM account with Zoho Backstage, at the time of integration you will get an error message that says "Your org is already integrated." You need to check if your account is already linked or not. If it's already linked with an old account, you can simply delete the old integration and create a new one. If you don't remember doing any prior integration, check with your dev team about it. In most cases, the integration was already done with an old account that has been forgotten. This could be a test account or a trial account.
If you have no idea how and when you integrated Backstage to your CRM account, feel free to contact our support team. They will be able to help you by deleting the integration from the backend. 

3. Why are errors occurring when I check my CRM account, despite a successful integration?

While integrating Zoho Backstage with your CRM account some errors may have occurred during the integration itself, such as incorrect field mapping, configuration-related issues, or customization-related problems.

 

In most cases, it can be troubleshooted simply by re-mapping the fields between the Backstage and CRM account. Fields in CRM should be mapped with identical fields in Backstage (fields with the same data type). Such as the 'Company' in CRM field should be linked with the 'account names' of Backstage fields. Proper configuration can also fix these sort of problems.
 
If your problem persists, feel free to contact our support team.
 

4. Why aren't attendees in Zoho Backstage events being added to the Leads/Contacts modules in Zoho CRM?

After successfully integrating Zoho Backstage with Zoho CRM, you need to configure it in the Integration section of the Settings menu of Zoho Backstage. It's possible that during configuration, the attendees were not synced with either Lead or Contacts modules. You need to configure it such that the attendees will be reflected either in your Contacts or Lead modules.


Check whether the sync is active in the event in your Backstage account. If not, try refreshing it and check the respective module to see whether the data is reflected or not. 

 


Search across the modules in your CRM using the attendee's email address. If there's an existing record available with the same email address, the record will not be pushed as a new lead or contact in your CRM account. This is to avoid duplication of records in your account.
However, events will be created as new campaigns in the Campaigns module of your CRM account.

 

 

 

 

5. Why am I unable to copy the customization field even though I have deleted the Zoho Backstage integration?

To copy the customization field from your CRM account, you need to disable the integration between your CRM account and Zoho Backstage. Deleting the integration will unlink all the data between Backstage and your CRM account. The sync will be disabled and you won't be able to sync any live data. Don't delete the integration or deactivate it. Instead, just Disable the integration temporarily. 
Please note that the Copy Customization function will work only if the account for which you are performing this step uses the same edition as yours.


 

6. Why am I unable to see my revenue and currency details in Zoho CRM from Zoho Backstage?

Make sure you configure the input currency from Zoho Backstage in Zoho CRM to reflect the finances of your event. You can configure this in Company Details in the Zoho CRM setup.
 
The cost, expenses, and currency will be reflected in the Filter Campaigns by tab in the campaigns module of your CRM.

 

7I am unable to push the custom field value of Zoho Backstage to leads/contacts module in Zoho CRM. 

Only the custom field which is created under ticket information and buyer information section is pushed to leads or contact module in Zoho CRM.

 

If you want the custom fields to be reflected in your contact or leads module, make sure that the field's data type is similar. For example, a Single line field in Zoho CRM can be mapped to a Text field in Zoho Backstage. Similarly, a Picklist field in Zoho CRM should be mapped to a Dropdown field in Backstage.

Note:
1. Currency, decimal, integers, and file upload fields are not supported in Zoho Backstage.

If these troubleshooting steps don't resolve your problem, please feel free to send us an email at support@zohocrm.com.


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