“status”: 400, “code”: “bad_request”, “message”: “Invalid field: ticket_id is not supported in script data context”
Migrating our Zendesk macro workflows to Genesys Cloud Agent Scripting is proving trickier than expected. In the old Zendesk setup, we simply passed the ticket ID as a custom field to trigger specific script branches. Now, attempting to replicate this via the Architect flow, the script fails to load the correct branch.
We are using the Genesys Cloud SDK version 2.5.0 for the integration. The flow captures the interaction_id but trying to map the original Zendesk ticket_id into the script data context results in the 400 error above. According to the Genesys Docs, custom attributes should be accessible, but this specific field seems blocked.
Is there a workaround to pass legacy Zendesk identifiers into the script engine? Or should we be using a different attribute mapping strategy? The current behavior breaks our conditional logic completely. Any insights on how to bridge this gap without rewriting the entire script structure would be appreciated.