Summary
Check your API token and URL are correct; in some circumstances you may need to create a new API token
Many times when data hasn't synced, it's correct behaviour - e.g. the automatic sync only occurs when the Deal meets various conditions
For some specific data types (e.g. list fields), follow the extra guidance in this article
Who is this article for?
Planhat users who need technical help troubleshooting the Pipedrive integration
Series
Pipedrive integration:
Pipedrive troubleshooting guide ⬅️ You are here
Article contents
Introduction
In our main article on the Pipedrive integration, we talked through how you can easily connect Pipedrive to Planhat, to sync in your CRM data.
While generally, everything will go very smoothly, occasionally you may run into difficulty when setting up or running the integration. If this happens, it's usually something simple you can fix, or maybe even a misunderstanding about what the expected behaviour is.
In this article, we take you through some quick troubleshooting steps. The majority of the time, these will resolve any questions or issues you may have, but if you do need further assistance, please reach out to our amazing Support team via the in-app chat, or speak to your CSM or TAM.
Help with authorisation
Firstly, let's take a look at the authorisation section at the top of the Pipedrive integration. This is where you connect your Pipedrive account to your Planhat tenant. If you're experiencing any difficulty initially connecting, or you encounter a problem later on, we're here to help!
The "Save Authorization" button is not enabled
Check the token you're trying to add. The Pipedrive token should have 40 characters
When I click on the "Save Authorization" button, an error appears
Planhat runs a test when it detects a new API token or URL. If you see an error when trying to update the integration, it is because one of those values is wrong. Confirm if the values are correct, and try again
The integration seems to have stopped working
Please verify if the API token and the URL in the “Authentication” section are correctly saved
If the user who created the token was removed from Pipedrive, or the token used for the integration was deleted, create a new token in Pipedrive, paste it into the authentication settings, and try again
If there are no issues with the authentication, go through the "General syncing checks" section below. It may be that the integration is working correctly - e.g. a correct trigger scenario has not occurred
When you successfully set up the authorisation, Planhat automatically creates a webhook in your Pipedrive account, which updates Planhat when there are changes. This leads us on to the next potential issue ...
I removed the Pipedrive webhook created by Planhat to make the sync
Remove the API token used in the integration and create a new one. Then, update the "Authentication" section with the new token. When you save the settings, the integration will create a new webhook
General syncing checks
If you were expecting data to sync from Pipedrive to Planhat, but it hasn't, take a look through this section. Here we explain why data might not have synced - for example, maybe the correct sync conditions didn't actually occur.
Was the sync triggered?
The automated sync is triggered when an eligible Deal is marked as won (or a new won Deal is applied), or a won Deal is updated
You can trigger a manual sync by:
Pressing "Fetch All" at the bottom of the Pipedrive integration - this is a general manual sync
Going to an individual Company Profile, and selecting "Sync with Pipedrive" - this syncs data associated with that Company only
Does the associated Pipedrive Deal meet the following criteria?
The Deal needs to be won
The Deal needs to be in a valid pipeline. (In the integration settings, you can select specific pipelines, or if you don’t select any, then all pipelines will be included)
The Deal must be associated with an Organization in Pipedrive (i.e. the Deal can’t sync in by itself)
The Deal must have a valid start date
Note that this doesn't just apply to syncing Deals (into Licenses) themselves - e.g. an Organization must have at least one valid won Deal to be synced (to the Company model).
Is the sync direction configured correctly in the integration?
Within the Pipedrive integration, you set the sync direction for each object - Organization, Contact, Note and Deal. Make sure this is not left on "None" for any object you would like to sync
If you've set up custom field mapping (in the "Custom Match" sections), again ensure that the sync direction is not set to "None"
Advice for specific data
If your data sync in general is working, but you need help with specific data, then check here.
Values in a list/multipicklist field are not appearing
If you're syncing a list or multipicklist field, you need to make sure the values in those fields match in both Pipedrive and Planhat. For example, if you're syncing the value "Planhat is awesome" from Pipedrive, then the field in Planhat that you're syncing to also needs to have the value "Planhat is awesome"
The Account Owner isn't syncing
Confirm that the Account Owner (User) exists in Planhat with the same email address
Boolean fields
If you would like to sync a Boolean field type, then we recommend using a text field, with the values "Yes" and "No"
This is because if you instead use the Pipedrive type "Single option", Pipedrive saves the options internally as a number, which is an issue
External ID
If the Pipedrive integration is syncing the external ID, then the Company external ID shouldn't already exist in Planhat