Hi everyone! I am currently helping a client migrate their digital support stack from Zendesk to Genesys Cloud. In Zendesk, we used to rely on simple keyword matching for our chat bots, which was straightforward. Now, I am trying to replicate a similar logic using Genesys Cloud Bot Studio, but I am hitting a wall with the API integration.
I have created a Data Action in Architect to call the Zendesk API to fetch ticket details before routing to a human agent. The endpoint is https://api.zendesk.com/api/v2/tickets/{{ticketId}}.json. I am using Basic Authentication with the API token. The request seems to go through, but the response always fails with a 500 Internal Server Error in the Architect logs. The specific error message is: Failed to parse response: Unexpected token < in JSON at position 0.
I suspect the Zendesk API might be returning an HTML error page instead of JSON, possibly due to rate limiting or a CORS issue, but I am not sure. My Genesys Cloud environment is in EU1, and the Zendesk instance is also in Europe. I am using the latest version of the Genesys Cloud SDK for testing the endpoint locally, and it works fine there.
Has anyone else faced this issue while migrating from Zendesk? How did you handle the authentication and response parsing? Any practical advice would be greatly appreciated! I am eager to get this working so we can move on to the reporting part of the migration.