Hey folks, hitting a bit of a snag with our Zendesk-to-GC migration!
We are trying to replicate the way Zendesk automatically attached ticket notes to specific interactions. In Zendesk, it was just a simple macro that updated the ticket description. Here in Genesys Cloud, we are using an Architect flow with a Script node to inject dynamic data into the interaction.
The flow works for standard attributes, but when we try to pull from a custom Zendesk ticket field via the API and pass it to the script, we get a null value in the preview. The API call returns 200 OK, so the data is there, but the script node seems to ignore it. Is there a specific delay or caching issue with dynamic data in scripts? We are running Genesys Cloud EU-West (Frankfurt). Any tips on how to ensure the data is available before the script executes? We need this for our agent assist panel to match the old Zendesk view.
The Script node in Architect is primarily designed for data manipulation within the session context, not for direct external API calls. Attempting to fetch live Zendesk ticket fields directly inside the node will likely cause timeout errors or fail to return the data before the flow proceeds.
A more robust approach is to use the “Make an API call” node (specifically the Zendesk integration node if available, or a generic HTTP node) before the Script node. Fetch the ticket data there, store it in a temporary variable, and then pass that variable into the Script node for final formatting.
Also, ensure your Zendesk API token has read permissions for the specific custom fields. I’ve seen cases where the API returns a 403 because the token was scoped only to standard ticket attributes, not the custom metadata. Check the response payload from the API node first; if it’s empty, the Script node has nothing to map.